Client Care Representative

Animal Emergency Australia; North Canberra; On-site; AUD 33,000 - 47,000; Part time

Benefits offered by this job

Permanent Part-Time 20 hours per week

Above-award pay 29.17 AUD/hour plus 17

Shift penalties and superannuation

Pet well-being discounts

Job summary

Animal Emergency Australia Canberra seeks a Client Care Representative to be the vital link between clients and our clinical team. You will ensure an exceptional experience from entry to exit, supporting urgent pet care with empathy and precision.

Join AES Canberra for a sustainable emergency career with mentorship, flexible shifts including nights and weekends, and opportunities to develop in a fast-paced veterinary setting.

Qualifications

• Deliver outstanding customer experiences in high-pressure environments.
• Remain calm and focused when handling urgent client needs.
• Adapt quickly to changing priorities and tasks.
• Reliable transport is essential to reach shifts on time.

Responsibilities

• Provide exceptional client service for pets and their guardians, including triage on arrival.
• Keep clients informed with timely updates about their pets and care.
• Collaborate with the clinical and admin teams on patient updates, needs and payments.
• Assist clients with insurance and finance-related queries.
• Handle cash and daily reconciliations; perform front-of-clinic admin duties.

Skills

Outstanding customer service

Calm under pressure

Adaptable

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

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 high-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)

For a confidential discussion, please contact Mitchell Merritt at *******@aes.email

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.