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Randstad Logo Randstad · Customer Service

Client Services & Collections Manager

Australia, Gold Coast · Job Posted July 07, 2026
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Job Description

Randstad is currently partnering with a prominent Australian commercial services and portfolio management group to recruit an operationally minded, metrics-driven Client Services & Collections Manager for their established Gold Coast headquarters. This high-exposure leadership role sits directly at the intersection of business revenue protection and client experience. Working alongside a collaborative Chief Financial Officer , you will hold true commercial ownership over two critical business functions: driving high-performing debt recovery operations and elevating customer service delivery. If you are a hands-on leader who loves diving into data, running performance statistics to maximise team productivity, and tracking collections targets, this is the perfect career step.

Job Responsibility

  • Manage, mentor, and motivate a diverse team of direct reports across customer service, front-of-house, and accounts functions
  • implement clear operational metrics to uplift team capability and drive a streamlined, data-driven culture
  • Utilise internal systems and Microsoft Excel to run reports, evaluate team data, audit workflows, and identify opportunities for operational efficiency
  • Oversee all accounts receivable, debtor management, and debt recovery operations to hit monthly collections targets and proactively manage outstanding balances
  • Coordinate member services, reservations, and general inquiry handling, ensuring premium customer service delivery and effective dispute resolution
  • Manage and resolve high-level customer disputes, managing escalations to external regulatory, legal, or consumer protection bodies while maintaining meticulous documentation
  • Partner with the executive team to handle compliance tracking, document processes accurately, and manage client financial contract administration

Requirements

  • Proven background leading and mentoring teams within a customer service, call center, account management, or hospitality operations environment
  • Highly comfortable running reports and utilising Microsoft Excel to analyse data, track team performance stats, and guide workflows
  • Experience working with modern customer ticketing platforms, CRM databases, and electronic billing or payment processing gateways
  • Outstanding interpersonal and communication skills to navigate escalated client inquiries and manage key stakeholder relationships
  • A hands-on problem-solver who can transition a team from reactive tasks into a streamlined, high-performing operation
  • Prior background operating within subscription, retainer, multi-site hospitality, or recurring membership-based business models is highly regarded
  • Background or basic training in finance, business administration, or commerce is also a plus

Nice to have

  • Prior background operating within subscription, retainer, multi-site hospitality, or recurring membership-based business models
  • Background or basic training in finance, business administration, or commerce

What we offer

  • Direct budget control over the collections function
  • Authority to build, lead, mentor, and develop your team
  • Partner directly with an experienced, collaborative Chief Financial Officer on regulatory compliance, operational strategy, and major commercial decisions
  • Based in a central Gold Coast location
  • Supportive and tight-knit team culture focused on professional development, collaboration, and a proactive workplace environment
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