Client Care Manager

Animal Emergency Australia; Western Australia; On-site; AUD 97,000 - 110,000; Full time

Benefits offered by this job

Pet well-being discounts

Discounted gym memberships

Refer a Friend program

Employee wellbeing committee

Employee Assistance Program

Job summary

Animal Emergency Australia (AEA) operates AES Osborne Park, a 24/7 emergency hospital in Western Australia. We are seeking a Client Care Manager to lead a dedicated client care team and shape the client experience during critical moments for pets and their owners.

You will manage rostering, budgets and training, oversee complaint handling, and work with the hospital leadership to implement client care strategies. Flexibility for shifts including weekends and public holidays is required.

Qualifications

• Minimum 3 years of client-facing team management.
• Experience creating a supportive, empathetic and professional atmosphere for clients.
• Thrives in fast-paced environment and stays calm under pressure.
• Warm personality with ability to engage with people and animals.
• Confident with systems and managing funds.
• Strong time management and organisation skills.
• Reliable transport due to shift work.
• Flexibility to work mornings, weekends and public holidays.

Responsibilities

• Lead and manage a team of client care representatives.
• Monitor and ensure exceptional service for clients and their pets.
• Collaborate to develop and implement client care training programs.
• Manage rostering processes and client care budgets.
• Oversee decision making, complaints management and problem solving for client and team matters.
• Competency in HR functions with support from HR team.
• Be part of the hospital leadership team to develop client care strategies.
• Support frontline operations during peak periods.

Skills

Team management

Client care

Empathetic communication

Time management

Calm under pressure

Relationship building

Job description

c.$97,000 to $110,000 base + super + leave loading

Locally led, nationally connected, centrally supported

Animal Emergency Australia (AEA) is Australia's largest employee-owned emergency veterinary network, operating 14 hospitals across Australia.

We combine the expertise, resources and collaboration of a nationally connected network with the agility of locally led hospitals, creating an environment where our teams can focus on delivering quality patient care and outcomes.

Animal Emergency Service (AES) Osborne Park

At AES Osborne Park, part of the Animal Emergency Australia (AEA) network, you’ll work at the forefront of emergency medicine, delivering life‑saving care when it matters most.

About the Role

Join our newly established 24/7 emergency and critical care hospital and play a pivotal leadership role in shaping the client experience from day one.

As Client Care Manager, you'll lead a dedicated team, drive service excellence, and help create a positive experience for pets and their owners during some of their most critical moments.

• Leading and managing a team of client care representatives
• Monitoring and ensuring exceptional service for our clients and their pets
• Collaborating with others to develop and implement our client care training programs.
• Managing rostering processes and client care budgets.
• Oversee decision making, complaints management and problem‑solving for client and team matters
• Competency in team human resource management, with the support of a HR team, to perform functions such as recruitment, performance management, training, engagement and wellbeing
• Form part of the hospital’s leadership team to develop and implement client care strategies
• Support frontline operations as required, including assisting with client interactions, patient admissions and service recovery during peak periods

As part of a 24/7 emergency hospital, flexibility to support operational requirements, including some weekends and public holidays is required.

About You

• Demonstrated experience of at least 3 years managing a client‑facing team (experience in the veterinary industry is not required but is highly regarded).
• Experience creating a supportive, empathetic, and professional atmosphere for clients.
• Thrives in fast‑paced environment and stays calm under pressure
• Warm personality that enjoys engaging and building positive relationships with people and animals
• Confident and comfortable with systems, procedures and managing funds
• Strong time management and organisation skills
• Reliable personal transport due to the nature of shift work
• Flexibility to work mornings, weekends & public holidays as required

What We Offer

• Permanent Full-Time position 76h per fortnight
• Competitive remuneration c.$97,000 to $110,000 base + super + leave loading
• Collaborative and supportive team that will help to develop your career
• Pet well‑being discounts (including discounted treatment and products)
• Discounted gym memberships (Fitness Passport)
• Refer a Friend program & rewards
• Dedicated wellbeing committee for our employees
• Access to our Employee Assistance Program (psychology, nutrition, sleep)

Ready for your next challenge?

Please submit your CV via ••••@aes.email

Applications will be reviewed as they are received.

We're proud to be an inclusive employer and encourage applications from people of all backgrounds, including Aboriginal and Torres Strait Islander peoples, people with disability, culturally and linguistically diverse communities, LGBTQIA+ people, veterans, carers and people of all ages.