Client Care Representative

Animal Emergency Australia; North Canberra; On-site; AUD 30,000 - 33,000; Part time

Benefits offered by this job

Part-time 20h/wk

Above‑award pay + leave loading + 17.5

Career development

Pet discounts

Gym membership

Refer a Friend program

Wellbeing program

Employee Assistance Program

Job summary

Animal Emergency Australia is seeking a Client Care Representative for AES Canberra to be the vital link between clients and the clinical team. You will ensure a compassionate, efficient experience as pets receive urgent care, with a warm, empathetic approach guiding every interaction.

The role is permanent part-time, 20 hours per week, with above-award pay, 17.5% leave loading, and shift penalties. Veterinary experience is helpful but not essential; reliable transport is required for shifts.

Qualifications

• Customer service experience in high-pressure environments.
• Calm and resilient in a fast-paced emergency setting.
• Able to adapt to changing priorities in a clinical intake flow.
• Experience in veterinary settings is advantageous but not required.
• Reliable transport is essential for shifts.

Responsibilities

• Provide outstanding client and pet care, including triage on arrival.
• Keep clients informed with timely updates and answer questions.
• Collaborate with the team on patient updates, needs and finances.
• Assist clients with insurance and finance-related queries.
• Handle cash and perform daily reconciliations; perform front-of-clinic admin.

Skills

Customer service

High-pressure experience

Adaptability

Veterinary experience not required

Reliable transport

Job description

• Meaningful work that makes a significant difference
• Australia's largest employee-owned veterinary group
• Part-Time (20h per week), $29.17/hour + super + shift penalties

• Meaningful work that makes a significant difference
• Australia's largest employee-owned veterinary group
• Part-Time (20h per week), $29.17/hour + super + shift penalties

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) Canberra

At AES Canberra, as part of the Animal Emergency Australia (AEA) network, you’ll collaborate with some of the most highly skilled ECC professionals in the industry, with a strong culture of mentorship and knowledge sharing.

We have intentionally designed our roster, workflows, facilities and culture to create a sustainable emergency career where our team can practice high-quality medicine, continue growing professionally, and still have time for the things that matter outside the hospital.

About the Role

As a Client Care Representative (CCR), you’ll be the vital link between our clients and the clinical team. From the moment people walk through our doors to the time they leave, you’ll ensure they have an exceptional experience, all while helping their pets receive the urgent care they need. With a warm and compassionate approach, you’ll bring empathy and accuracy to every interaction.

What CCR life looks like at AES Canberra

• Providing outstanding service to clients and pets, including triaging on arrival
• Keeping clients informed with timely updates on their pets and answering questions
• Collaborating with the team on patient updates, needs, and financial information
• Assisting clients with insurance and finance-related queries
• Handling cash and performing daily reconciliations
• Performing administrative duties to support front-of-clinic operations

AES Canberra operates 6 PM – 8 AM on weekdays and 24 hours on weekends and public holidays, providing emergency and critical care for pets when they need it most. Shift work will be required including a mix of nights, weekends, and public holidays.

About You

• Skilled in delivering exceptional customer experiences in high-pressure environments
• Resilient and calm in a complex and fast-paced emergency environment
• Adaptable to respond to changing priorities
• Prior experience in a veterinary setting may be advantageous but is not essential
• Reliable transport is essential

What We Offer

• Permanent Part-Time offering 20 hours per week
• Above-award hourly rate from $29.17 per hour + super + 17.5% leave loading + shift penalties
• 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)

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.