Construct Services is an industry leader in insurance repairs specialising in the Commercial, Heritage, Strata and Major Loss Residential sectors across Australia. We pride ourselves on providing unrivalled customer satisfaction and quality workmanship on each and every repair we conduct. Due to an expansion in our Major and Complex Loss claims portfolio, we are looking for an experienced Client Performance Manager to join our growing team.This influential position requires initiative & the ability to collaborate at all levels, in order to enhance current and new client relationships to drive organic growth. Key Responsibilities: Clients Enhance current client relationships to drive organic growth Build relationships with current and future clients to diversify business revenue Deeply understand and deliver on our client's SLA's and expectations Prioritise client escalations to deliver a best-in-class resolution service Attend client performance discussions and contribute positively to delivering outcomes Drive internal training and awareness to ensure superior use of compliance in client systems Reporting & Analysis Undertake strategic planning with management on delivering outcomes both from a business perspective for KPI's and client SLA's Work closely with the National Operations Manager and Leadership team to deliver reports, analysis findings, potential risk areas and forecast opportunities Provide support and assistance to the organisation in the ongoing reporting and development of client key performance indicators and operational reporting requirements Assist with cost adherence and target attainment including preparation of reports and action plans Operations Manage the swift resolution of complaints and root cause analysis Assist in the coordination of operational activities within the organisation including project support, coordination, collation of information, reporting and visualisation of data analysis, system and performance enhancement Contribute positively with project stakeholders and leaders as required to ensure the efficient delivery and maintenance of business performance solutions Provide support to the National Operations Manager in achieving the organisational goals including reviewing performance against the strategic objectives and tracking of the organisation's work plan by State/Region/Team Deliver honest and solutions based feedback at all levels of the organisation Establish and maintain communication links/processes/systems with relevant leaders, staff, clients and stakeholders in a professional manner Contributing positively to the company brand and culture Attend client functions when requested to network Contribute to and comply with all statutory legislation including the relevant Health and Safety policies and procedures applicable to Construct Services Skills & Experience Degree qualified or equivalent experience in business operations, marketing, client relationship management Knowledge of and experience in the insurance industry is highly desirable Relationships with external clients and knowledge of their systems is highly desirable Ability to meet and exceed deadlines Ability to troubleshoot and provide solutions to client escalations Strong people management skills High level of personal integrity and confidentiality Ability to have constructive conversations and enhance performance Willingness to maintain open and constructive dialogue with all staff, customers, clients and external stakeholders as and when required What Construct Services can offer: A supportive, safe, and encouraging workplace culture with a passionate team who are proud of their work A competitive remuneration package based on your experience level Access to our Employee Assistance Program A Referral program that awards you with $2000 for referring a successful candidate, so you can be rewarded for supporting your team's growth. A seamless induction, professional development and learning opportunities Modern office facilities and resources Staff morale and engagement initiatives Construct Services is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.Please note: Only short-listed applicants will be contacted.If this sounds like the role for you, apply now!