Client Services Manager - Raw Wool

About Us

The Australian Wool Testing Authority (AWTA) is the world's largest independent wool testing organisation. Established in 1957, it provides objective measurement, sampling and certification for greasy, scoured  and carbonised wool to enable growers, brokers and processors to trade globally with trusted, independent and accurate objectively measured test results. Comprising three Australian divisions, AWTA Raw Wool, AWTA Product Testing, and Agrifood Technology, alongside its subsidiary NZWTA in New Zealand and a joint venture JinAo Testing Company in China, AWTA sets the benchmark for objective wool measurement. AWTA is committed to cutting-edge research, continuous innovation and rigorous standard development.

Position Summary

We are seeking a dynamic, experienced Client Services Manager, with a passion for Agriculture, to join our team. You will lead our national sampling operations team and serve as a primary contact point for clients. Your main goal is to drive operational excellence, foster long-term relationships and ultimately to ensure client satisfaction.

Key Responsibilities

·      Team Leadership: Mentor, coach, and manage the national sampling operations team.

·      Relationship Management: Build strong relationships with key stakeholders and corporate clients, ranging from woolgrowers, to brokers and buyers.

·      Issue Resolution: Act as the primary escalation point to resolve complex client complaints or queries efficiently.

·      Process Improvement: Evaluate current workflows and implement strategies to boost service delivery.

·      Data & Reporting: Track performance against KPIs and present regular service metrics to senior management.

·      Safety: Provide visible HSE leadership across all sampling operational teams to ensure compliance with relevant legislation to deliver a safe and healthy work environment.

·      Collaboration: Partner with the laboratory testing and data processing teams to ensure seamless client services.

What We Are Looking For

·      Experience: 3+ years of experience in a client services management role, along with leading a mid-sized team. Experience and knowledge in the Wool Industry would be a distinct advantage, but not essential.

·      Communication: Exceptional verbal & written communication skills are vital. This is not a “work-from-home” role.

·      Tertiary Qualification: Applicants must hold a degree in fields such as Agriculture, Science or Commerce to be considered for this role.

·      Problem Solving: Highly organized with strong planning and problem-solving skills, as well as a proven ability to remain calm under pressure and solve complex problems quickly & logically.

·      Quality Systems : Experience with Quality Management systems such as ISO17025.

·      Office technology : Competent in the use of the Microsoft Office, M365 and related online tools.

·      Work Rights: Applicants must have full working rights in Australia.

Benefits & Culture

·      Competitive salary package, including superannuation, company car and mobile phone.

·      Working arrangements – Office, with free parking, is based near the Melbourne CBD. Travel to metro and inter-state client sites will be required occasionally.

·      Clear career progression path with professional development support.

·      The Client Service Manager - Raw Wool will be central to shaping the division and divisional culture into the future.

AWTA Limited is committed to fostering a diverse, inclusive and respectful workplace. We welcome applications from people of all backgrounds and experiences and are dedicated to creating an environment where everyone can thrive.

How to Apply

If you are a motivated leader ready to make an impact, submit your resume along with a brief cover letter outlining your suitability for the role to ••••@awta.com.au . If you have any questions please contact Brendon on 04• ••• •950.