Customer Service Manager

JobsCloseBy Editorial Insights

SGS Australia is seeking a Customer Services Manager to lead the Perth client facing team in Environmental Services, partnering with the Laboratory Manager to drive client communications, service improvements and growth across laboratory operations. You will supervise Customer Service Officers, Key Account Managers, coordinate client reporting and invoicing with the GBS team, and develop KPIs to track satisfaction and performance. The ideal candidate has leadership of client facing teams, a background in laboratory or environmental testing (water, soil or air desirable), strong stakeholder management and CRM skills, and invoicing experience; NATA signatory experience is highly regarded. To apply, tailor your resume with clear outcomes, quantify improvements, and highlight collaboration. Apply via the SGS careers portal and confirm eligibility to work in Australia.

Company Description

SGS Australia is a leading provider of Testing, Inspection, and Certification services, supporting multiple industries across the country with trusted expertise and technical excellence. Backed by SGS’s global legacy of over 140 years, we operate one of the largest networks of accredited laboratories and field facilities in Australia, with a network of more than 50 offices and laboratories and over 1,400 employees across Australia. We are accredited by NATA and ISO 9001, ensuring our services meet both Australian and international standards.

Job Description

We are seeking an experienced Customer Services Manager to join our Environmental Services leadership team in Perth. This is a key senior role responsible for leading client-facing teams, strengthening customer relationships, and ensuring high-quality service delivery across laboratory and field operations.

Working closely with the Laboratory Manager, you will oversee customer service operations, manage client communications, and drive service improvements that support business growth and client satisfaction.

What you’ll be doing:

• Lead and manage Customer Service Officers, Key Account Managers, and remote Field teams.
• Ensure timely, accurate, and proactive communication with clients, including key accounts.
• Coordinate workloads, resources, and priorities with the Laboratory Manager and operational leaders.
• Oversee client reporting, invoicing, and credit notes in collaboration with the GBS team.
• Monitor client satisfaction, resolve issues, and implement service improvements.
• Develop, track, and report on KPIs for the Client Services team.
• Drive efficiency and innovation across client service processes and systems.
• Contribute to operational planning and broader management initiatives.

Qualifications

What we’re looking for:

• Proven experience leading customer service or client-facing teams.
• Background in laboratory or environmental testing operations (water, soil, air desirable).
• Strong stakeholder management and communication skills.
• Ability to manage priorities, resolve issues, and drive team performance.
• Confidence using CRM, data, and reporting systems.
• Understanding of invoicing and billing processes.
• NATA signatory experience (highly regarded).

This is a great opportunity to step into a high-impact leadership role where you’ll shape client experience, support operational excellence, and contribute to long-term business success.

Additional Information

WHY WORK FOR SGS?

Working at SGS means joining an innovative, Global company. Here are some of the benefits to working for SGS. 

•    As a company, we have embraced the shift to flexible work
•    Sustainability is embedded in our culture and the way we do business
•    Paid parental leave
•    Paid time for volunteering day and blood donations
•    Corporate health & wellbeing offers
•    Ongoing learning & development 
•    Career development opportunities (Nationally and Globally)
•    SGS Rewards: Our employee benefits platform with access to retail and online discounts and cashback

COME TO WORK AND BE 100% YOU

SGS Australia supports a diverse workforce, we encourage applications from people of all ages, nationalities, abilities, and cultures – including Aboriginal and Torres Strait Islander peoples, the LGBTQI+ community and people living with disability. Providing employment opportunities for Aboriginal and Torres Strait Islander people is an important part of our SGS Reconciliation Action Plan (RAP). We truly believe the diversity among us will continue to foster a strong, innovative, and forward-thinking workplace.

SGS Australia acknowledges and pays respect to the past, present and future Traditional Custodians and Elders of this nation and the continuation of cultural, spiritual, and educational practices of Aboriginal and Torres Strait Islander peoples.