Client Care Coordinator - Full Time

InvoCare; Windsor; On-site; AUD 60,000 - 70,000; Full time

Benefits offered by this job

Supportive team

National organisation

Training & development

Aligned with values

Compassionate work

Job summary

InvoCare seeks a client care professional to support clients through their pet loss experience. You will manage a high volume of sensitive inquiries, coordinate information across client care, operations and cremation teams, and assist clients in person with empathy and professionalism.

Full-time, on-site role at Patch & Purr, South Windsor, NSW. Training provided, with a focus on respectful communication and accurate data handling.

Qualifications

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

Responsibilities

• Handle a high volume of calls from clients who have just lost their beloved pet.
• Coordinate information between client care, preparation, operations and cremation teams for a dignified, timely service.
• Assist clients in person during final goodbye viewings and collection of ashes with professionalism and empathy.
• Maintain accurate data entry to honour clients' wishes and ensure smooth processes.

Skills

Call centre experience

Customer service

Data entry

Empathy

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 South Windsor, Patch & Purr. 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, Permanent

Work Location: Patch & Purr, South Windsor, NSW

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.