Client Care Manager

Animal Emergency Australia; Canberra; On-site; AUD 85,000 - 92,000; Full time

Benefits offered by this job

Fitness Passport

Wellbeing committee resources

Employee Assistance Program

Leadership and management training

Internal promotions and transfers

Flexible roster structures

Stocked snack cupboards

Pet treatment discounts

Job summary

Animal Emergency Australia in Canberra is seeking a Client Care Manager to lead our front-of-house team at Lyneham. You will oversee client experiences from arrival to aftercare, coach CCRs, and drive service excellence in a fast-paced environment.

The role emphasizes empathy, operations leadership, and community engagement with a competitive salary and benefits including significant pet treatment discounts and wellness programs.

Qualifications

• Leadership experience managing a team in a customer-focused environment (front-of-house).
• Strong communication, conflict resolution, and coaching skills.
• Ability to manage operations and improve service workflows.

Responsibilities

• Lead and coach a team of Client Care Representatives.
• Oversee FOH rostering, workflows and service delivery.
• Drive referral relationships and community engagement.
• Collaborate with hospital leadership for business growth and exceptional care.

Skills

Leadership experience

Communication

Operations management

Marketing or community engagement

Veterinary or emergency services背景

Job description

Ready to join our team? We're looking for a

Client Care Manager

Location: Lyneham, Canberra

Animal Emergency Australia are looking for a passionate client care manager to join AES Canberra.

About the Role:
We are seeking an experienced Client Care Manager (CCM) to lead our dynamic front-of-house (CCR) team. This role is pivotal in ensuring a positive, seamless, and compassionate experience for every client - from emergency arrivals to aftercare follow-up.

As Client Care Manager, you will:

• Lead and coach a team of Client Care Representatives
• Champion a culture of empathy, accountability, and service excellence
• Oversee FOH operations including rostering, workflows, and service delivery
• Drive referral relationships and community engagement
• Collaborate with hospital leadership to deliver business growth and exceptional care

About You:
You're a natural leader who thrives in a fast-paced, client-facing environment and enjoys leading a team with heart and purpose, whilst ensuring high level of standard in service and customer experience.

You'll bring:

• Leadership experience managing a team in a customer-focused environment
• High-level communication, conflict resolution and coaching skills
• Proven ability to manage operations and improve service workflows
• Marketing or community engagement experience (desirable)
• Veterinary, medical or emergency services background (advantageous, not essential)

Why Join Us?

• Competitive wages ($85,000-$92,000) + 17.5% Annual Leave loading + plus super
• Significant discounts on pet treatments and products
• Access to our Fitness Passport program
• A dedicated wellbeing committee offering resources like mental health first aid, flu vaccinations, and wellness podcasts
• Comprehensive Employee Assistance Program (psychology, nutrition, and sleep support)
• Career development opportunities, including leadership, and management training
• The ability to grow within the company, with internal promotions and transfers available
• Flexible roster structures for improved work-life balance
• Practical perks like stocked snack cupboards

Step into a leadership role that makes a difference - for pets, clients, and your team. !

Canberra

Location: 2 Barton Highway Lyneham, ACT 2602

Employment Type:

• Full Time (Permanent)