Client Services Manager - North

• Permanent, Full Time
• Location: Fawkner 
• One PTO (Planned Time Out) per month

Lead a team. Uplift the customer experience. Make a lasting difference.

At the Greater Metropolitan Cemeteries Trust (GMCT), our work is about people. Every day, our teams support families through some of the most significant and difficult moments of their lives. Delivering this well takes more than operational expertise. It takes strong leadership, sound judgement, compassion and a genuine commitment to making things better.

We’re looking for an experienced Client Services Manager to lead our Northern Client Services function (B2C) and make a meaningful difference to our customers, our people, and our organisation.

This is a significant leadership opportunity for someone who can balance people, customers, operations and commercial performance, while having the influence and capability to lead meaningful change.

The Opportunity

Reporting to the Group General Manager North Region, you’ll provide strategic and operational leadership across our Client Services function, leading a customer-facing team, overseeing a significant annual revenue budget.

You’ll be responsible for ensuring our services are delivered safely, efficiently, consistently and to a high standard, while building a culture where people are accountable, supported and empowered to perform at their best and customers receive clear, responsive and human-centred service achieving strong commercial results through genuine customer care.

But this role is about more than running the operation.

As the Operations lead for our Customer First Program, you’ll play a central role in transforming how we deliver services to our customers. You’ll have the opportunity to rethink customer journeys, improve processes, strengthen capability and introduce smarter ways of working across our frontline teams in collaboration with the Regional Client Services leadership teams.

We’re looking for a leader who can see what needs to change - and has the capability to bring people with them to make it happen. 

Your responsibilities

• You will lead a high performing operational function that delivers exceptional customer experiences, drives performance, and shapes the future of service delivery at GMCT.
• In this role, you will provide strategic and operational leadership across the Northern Client Services portfolio, ensuring strong performance against service, operational and financial targets. You will champion GMCT’s Customer First Program, using insights, data and feedback to redesign processes, uplift customer journeys and embed new technologies and ways of working.
• You will inspire and develop a diverse frontline workforce, building a culture of accountability, collaboration and continuous improvement. 
• Strong relationships with senior leaders, funeral directors, families and community partners will be essential, along with the ability to bring clear, data driven insights to influence organisational priorities.
• You will drive meaningful change across people, processes and technology, turning strategy into practical operational plans and measurable outcomes.

About you 

• You’ll be an experienced operational leader who is comfortable working in a complex, customer-focused environment and equally comfortable stepping back to see the bigger picture.
• You are an experienced operational leader with a track record of improving service delivery, leading complex teams and managing significant budgets. 
• You bring strong commercial acumen, high emotional intelligence and the ability to lead people through change with clarity and empathy. 
• You are passionate about customer experience, skilled in process improvement and confident influencing senior stakeholders to achieve better outcomes.

Why GMCT?

You’ll join an organisation with a purpose that genuinely matters.

The GMCT is a community-centred, not-for-profit organisation driven by purpose. GMCT provides final care for loved ones with dignity and kindness, while creating peaceful places where families and communities can preserve lasting memories.

Our work culture is collaborative and values-led. We are committed to integrity, compassion, respect and sustainability, and we invest in our people through development, flexibility and a supportive team environment.

We’re also changing.

We’re challenging perceptions of our industry, improving how we deliver services and responding to the changing expectations of our communities. Our 2025–2027 Strategic Plan focuses on delivering for the families we care for today, preparing for the communities of tomorrow and building the leadership and capability we need for the future.

This role will be at the heart of that change and you will have the opportunity to shape how we work. From improving customer journeys and building team capability to introducing smarter ways of working across people, processes, and technology, you’ll turn our customer first ambition into practical, measurable change.  

Importantly, you’ll be joining an organisation with a strong sense of purpose, where the work you do has a lasting impact on the community.

What we offer

• Comprehensive induction program
• One PTO (Planned Time Out) per month
• Fantastic training and development opportunities
• Free onsite car parking
• Employees provided with uniform, PPE and Laundry services
• A collaborative team environment that encourages growth and innovation
• Employee Assistance Program for employees and their families

How to apply

Please include a cover letter with your application outlining why you're interested in the role and how your skills, knowledge, experience and qualifications align with the position.

Applications close: 5.00pm, Monday 14 September 2026

For a confidential discussion, please contact Olivia Watson on 0461 336 ***

Please apply via our careers site by following the link below:

https://gmct.elmotalent.com.au/careers/gmct/jobs

To view the Position Description for this role, please [click here]. (*Please note if you are viewing this from Seek or LinkedIn you will need to find the job ad on our careers page for the link to open.). The link to our careers page is https://gmct.elmotalent.com.au/careers/gmct/jobs

This position requires the successful candidate to undergo a pre-employment medical and police check.

GMCT is a Supportive Employer of Australian Defence Force Reservists.
GMCT is an Equal Opportunity Employer.

We encourage applications from people of all ages, nationalities, abilities and cultures, including Aboriginal and Torres Strait Islander people, the LGBTQI+ community and people living with disability. We are happy to adjust our recruitment process to support accessibility needs - so reach out to us at ****@gmct.com.au