The Client Relations Manager leads complaints management, resolves high-risk issues, engages with stakeholders, analyzes trends, and provides training for conflict resolution.
Reporting to the Compliance Agency Manager, the Client Relations Manager is a pivotal shared services role designed to raise the bar of customer experience and drive business growth across the Ray White Group. You will act as the primary lead for complaints management, liaising with Corporate Teams, the Managing Director, and the Ray White businesses and agents to manage high-risk issues and crises. This role is about people skills, turning customer insights into growth tools, and supporting our global network of agents through effective conflict resolution and training.
Duties and Responsibilities
Qualifications, Knowledge, Skills and Experience
Essential Requirements
The Ideal Candidate
We are looking for someone who is creatively brave and resourceful. You must be agile, comfortable when days don't go to plan, and genuinely desire to turn a negative customer experience into a positive business outcome. You should be disciplined and accountable, thrive in a busy, high-stakes environment, and be highly organised. Note: Ad hoc out-of-hours support is regularly required to address urgent issues, including nights and weekends.
Duties and Responsibilities
- Lead Complaints Management Programme: Act as the first point of contact for all stakeholders (tenants, landlords, buyers, sellers). Field, risk-assess, and escalate enquiries from the [email protected] channel via Monday.com.
- End-to-End Resolution: Investigate verbal and written complaints, ensuring all complainants are acknowledged and updated regularly within agreed KPIs, IDR, and EDR timeframes.
- High-Risk & Crisis Management: Take ownership of high-risk complaints, social media escalations, and regulator-related matters, working with leadership to manage brand reputation.
- Network Support & Engagement: Identify disengaged businesses or strained corporate relationships; provide proactive support and tools to fuel growth.
- Insights & Reporting: Analyse complaint trends data to generate actionable insights and provide feedback to the business to reduce repeat issues.
- Training & Education: Support state teams by providing network training on conflict resolution, Brand Protection, and systems such as Confirmit.
- Stakeholder Collaboration: Liaise with state and national CEOs and business owners across Residential, Commercial, Rural, and Property Management divisions.
Qualifications, Knowledge, Skills and Experience
Essential Requirements
- Relationship Building: Proven ability to build strong rapport and influence stakeholders at all levels, from business owners to executive leadership.
- Negotiation & Problem Solving: Superior negotiation skills with a "think-outside-the-box" approach to craft fair and timely resolutions.
- Organisation: Exceptional organisational skills; a "pro juggler" capable of managing multiple projects, timelines, and high-pressure tasks simultaneously.
- Interstate Travel: Ability and willingness to undertake regular interstate and national travel (AU & NZ) for roadshows, events, and office support.
- Communication: Second-to-none verbal and written communication skills, including high-level report writing and presentation abilities.
- Resilience: A level-headed approach to conflict, staying calm and professional when handling "curveball" situations.
- 7+ years of experience in customer experience, dispute resolution, or real estate property management.
- Tertiary qualifications in communications, marketing, or a related field (advantageous)
- Experience managing high-risk escalations and exposure to external ombudsman bodies.
- Demonstrated experience in data analysis to drive continuous improvement.
- Software Proficiency:
- Use of the Monday.com platform (Desired).
- Knowledge of Ray White systems (Desired).
- Experience with Zendesk and Confirmit (Advantageous).
The Ideal Candidate
We are looking for someone who is creatively brave and resourceful. You must be agile, comfortable when days don't go to plan, and genuinely desire to turn a negative customer experience into a positive business outcome. You should be disciplined and accountable, thrive in a busy, high-stakes environment, and be highly organised. Note: Ad hoc out-of-hours support is regularly required to address urgent issues, including nights and weekends.
Top Skills
Confirmit
Monday.Com
Zendesk
Ray White Sydney, New South Wales, AUS Office
135 King St, Sydney, New South Wales , Australia, 2000
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