Client Care Coordinator - Full time

InvoCare; Ipswich City; On-site; AUD 50,000 - 60,000; Full time

Benefits offered by this job

Supportive team culture

Stable national organisation

Ongoing training and development

Compassionate, values-driven workplace

Empathy-driven service

Job summary

InvoCare's Pets In Peace, Ipswich, seeks a customer-focused professional to join the Client Care team. The role involves handling a high volume of inbound calls from clients who have lost their pet, maintaining precise data entry, and coordinating information between client care, operations, and cremation teams to deliver a dignified service.

You will receive comprehensive training, work in a supportive, values-driven environment, and have opportunities for ongoing development while helping

Qualifications

• Experience in a high-volume inbound call environment, customer service or administration.
• Strong data entry skills with high attention to detail.
• Ability to handle emotional conversations with empathy and professionalism.
• Willingness to learn processes end to end and coordinate across teams.

Responsibilities

• Handle a high volume of inbound client calls with empathy.
• Enter data accurately to reflect clients' wishes.
• Coordinate information between client care, operations and cremation teams.
• Assist clients in person during final viewings and collection of ashes.

Skills

Call centre experience

Customer service

Data entry

Attention to detail

Empathy under pressure

Job description

"Honouring a Lifetime of Unconditional Love"

Our team provides compassionate support and premium service to pet owners and veterinary clinics across Australia.

We're seeking a customer-focused professional with experience in call centres, customer service, administration, bookings, scheduling, or high-volume phone environments to join our Client Care team in Pets In Peace, Ipswich. If you're confident managing multiple calls, handling customer enquiries, and maintaining accurate data entry while delivering exceptional service, we'd love to hear from you.

What to Expect in the Role

• A high volume of calls with clients who have just lost their beloved pet
• An expectation to be highly accurate with all data entry to ensure the sensitive service we provide meets the clients wishes
• A need to learn our processes end to end to coordinate information between client care, preparation, operations, and cremation teams for a dignified, meaningful and timely service
• An ability to handle deceased pets in a professional manner that honours their memory
• To assist clients in person during final goodbye viewings and collection of ashes with professionalism and empathy

Many calls will involve clients who are emotional, how clients respond to their grief varies. You'll be trained to listen with empathy, stay calm, and communicate clearly, to ensure we are honouring each clients wishes to memorialise their pet their way.

You'll receive comprehensive training, ongoing support, and clear procedures to help you confidently manage verbal and written communication while making a genuine difference in people's lives during a challenging time. You will get to talk about animals all day!

Role Type - Full-Time

Work Location - Pets in Peace, Ipswich

What we're looking for

We're seeking someone who enjoys speaking with clients, can manage multiple priorities, and has excellent attention to detail.

You'll bring:

• Experience in a high-volume inbound call environment, customer service, administration or coordination role
• Exceptional customer service skills with the ability to respond sensitively under pressure
• Strong data entry skills and high attention to detail
• Confidence using technology, with an ability to learn quickly and adapt to change
• A positive, resilient mindset with strategies to manage an emotive workday
• A proactive approach with strong problem-solving abilities

Benefits of joining our team:

• Supportive and inclusive team culture
• Stable, growing national organisation
• Ongoing training and development opportunities
• Work with a business that genuinely lives its values
• A role where empathy and exceptional customer service truly matter

At InvoCare we are committed to building a respectful, diverse and inclusive workplace which reflects the communities we serve. We encourage applications from people of all ages, nationalities, abilities, and cultures.

*As part of our recruitment process applicants for this position will be asked to consent to a criminal record check and medical/physical assessment to ensure fitness to complete the inherent requirements of the position. Please note that applicants with a criminal record are not automatically barred from applying for this position and each application will be considered on its merits.