Client Care Coordinator

MAYDAY Recruitment Group; City of Devonport; On-site; AUD 52,000 - 65,000; Full time

Job summary

MAYDAY Recruitment is partnering with a respected organisation in the pet aftercare industry to recruit a Client Care Coordinator for a fully office-based role in Lawnswood, WA. You will balance compassionate client service with strong administration and practical pet aftercare tasks, ensuring every client and companion is treated with care, dignity and respect.

Responsibilities include handling a high volume of calls and emails, coordinating pet collections and viewings, data entry and

Qualifications

• Strong administration skills with attention to detail and high workload management.
• Experience delivering compassionate customer service via calls and emails.
• Ability to stay calm and professional when clients are distressed or grieving.
• Willingness to engage in practical pet aftercare tasks as needed.

Responsibilities

• Handle a high volume of inbound/outbound calls and emails professionally.
• Support grieving clients with empathy while maintaining service standards.
• Enter data accurately and manage client and veterinary records.
• Coordinate pet collections, bookings and communication between clients and clinics.
• Welcome clients at viewings and collect ashes where applicable.
• Prepare pets for viewings, including gentle handling of deceased animals.
• Maintain clean, hygienic viewing rooms and equipment.
• Identify and escalate client concerns or operational issues as required.

Skills

Administration

Customer service

Communication

Emotional resilience

Job description

MAYDAY Recruitment is partnering with a highly respected organisation within the pet aftercare industry to find a compassionate and resilient Client Care Coordinator to join their team in Lawnswood, WA.

Saying goodbye to a much-loved pet is an incredibly personal experience, and this role plays an important part in supporting families through a difficult time. Combining exceptional customer service, strong administration and hands-on pet aftercare, you'll help ensure every client and their beloved companion is treated with care, dignity and respect.

Working in a fast-paced, fully office-based environment, you'll balance a high volume of inbound and outbound calls, email enquiries and administration with the practical side of pet aftercare. From coordinating collections and managing client information to preparing pets for viewings, this is a hands-on role that requires emotional resilience, attention to detail and a strong work ethic.

About the Role

No two days will be the same, and you'll be responsible for a combination of customer service, administration and operational support, including:

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  Managing a high volume of inbound and outbound calls, email enquiries and online requests in a timely and professional manner.
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  Supporting clients who may be experiencing grief, frustration or distress, providing compassionate service while maintaining professionalism.
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  Completing accurate data entry, processing payments and maintaining client and veterinary clinic records.
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  Coordinating pet collections, bookings and communication between clients, veterinary clinics and internal teams.
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  Welcoming clients attending appointments to view their beloved pets or collect their ashes.
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  Preparing pets for viewings, including washing, grooming and handling deceased animals with care and dignity.
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  Preparing viewing rooms and ensuring high standards of hygiene, presentation and cleanliness are maintained.
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  Identifying and escalating client concerns or operational issues as required.

About You

We're looking for someone who is compassionate, dependable and highly organised, but equally comfortable working at pace and managing competing priorities.

You’ll ideally bring:

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  Strong administration skills: You're detail-oriented, accurate and efficient, with the ability to manage a substantial workload without compromising on quality.
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  Customer service experience: You're confident managing a high volume of calls and emails, handling enquiries and navigating challenging conversations with empathy and professionalism.
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  Emotional resilience: You can remain calm and composed when dealing with clients who may be grieving, upset or frustrated, while continuing to deliver a high standard of service.
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  A hands‑on approach: You're happy to get involved in all aspects of the role, including the practical preparation and handling of deceased pets for viewings.
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  Reliability and consistency: You're dependable, punctual and committed to being a valued member of a close‑knit operational team.
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  Strong communication skills: You can communicate clearly, follow processes and work collaboratively with clients, veterinary clinics and internal stakeholders.

Experience in a veterinary clinic or the animal care industry would be highly regarded. Candidates with backgrounds in busy call centres, customer service or administration will also be considered, provided they have the right temperament and are comfortable with the practical aspects of pet aftercare.

Please note:

This role involves handling deceased pets, including washing, grooming and preparing them for client viewings. Candidates must feel comfortable undertaking these responsibilities.

What's on Offer?

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  The opportunity to make a meaningful difference to families during an emotional time.
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  A varied role combining customer service, administration and practical pet aftercare.
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  The opportunity to join a team committed to providing compassionate and professional service.
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  A supportive environment where attention to detail, reliability and teamwork are valued.

Hours & Location

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  Location: Lawnswood, WA.
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  Days: Monday to Friday.
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  Hours: 9:30 am – 5:30 pm.
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  Work arrangement: Fully office-based.