Client Services & Collections Manager

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.

Key Responsibilities:

In this position, you will lead daily workflows and drive performance metrics across several key functional areas:

• 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.

Key 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.

What is on offer?

• A permanent, full-time leadership role with an established market leader , offering direct budget control over the collections function and the 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, joining a supportive and tight-knit team culture focused on professional development, collaboration, and a proactive workplace environment.

For a confidential discussion about this role please feel free to contact Aoife Bradley - aoife.bradley@randstad.com.au - 07 3100 7000.

At Randstad, we are passionate about providing equal employment opportunities and embracing diversity to the benefit of all. We actively encourage applications from any background.