Client experience and operations manager

Albury Animal Hospital; Albury City; On-site; AUD 90,000 - 115,000; Full time

Job summary

Albury Animal Hospital is seeking a Client Experience & Operations Manager to join the leadership team alongside the Hospital Director, Lead Vet and Lead Nurse. You will own the client experience and ensure the hospital operates effectively, delivering an authentic and exceptional service from first contact through follow-up after care.

This hands-on leadership role involves visible front-of-house leadership, coaching our people, maintaining high standards, and dedicated administration time to

Qualifications

• 5+ years' experience in customer service, administration or leadership.
• Strong people skills, exceptional organisation and attention to detail.
• Natural leader and exceptional organiser.
• Proven ability to lead, coach and improve systems.

Responsibilities

• Lead front-of-house team and coach staff during peak periods.
• Manage scheduling and rostering.
• Oversee client feedback and maintain client experience standards.
• Handle financial administration and digital content.
• Support Hospital Director with administrative duties and process improvements.
• Identify opportunities to improve workflows and own implementation.

Skills

Leadership

Customer service

Administration

Organisation

Coaching

Job description

Client experience and operations manager

As our Client Experience & Operations manager, you will become a key member of the Albury Animal Hospital leadership team, working alongside our Hospital Director, Lead Vet and Lead Nurse.

You will take ownership of the client experience and be responsible for ensuring the hospital is operating effectively - ensuring our clients receive an exceptional, consistent and authentic experience from their first contact with us through to follow-up after their pet's care.

This is a hands-on leadership role. You'll spend part of your day visible within our front-of-house team, particularly during our busiest periods, leading by example, coaching our people and maintaining high standards. You'll also have dedicated administration time to manage the systems, projects and responsibilities that sit within your portfolio.

Your area will encompass client experience, front-of-house leadership, team training, communications, scheduling and rostering, client feedback, financial administration, digital content, process improvement and administrative support to the Hospital Director.

A significant part of your role will be identifying opportunities to improve how we work. We don't want someone who simply waits for a task list. We want someone who notices what needs attention, develops solutions and takes ownership of getting things done.

Ultimately, you'll help create a hospital where our clients feel authentically cared for, our team has clear systems and standards to work within, and our Hospital Director can increasingly step away from day-to-day administration to focus on leadership and growing the business.

A comprehensive Position Description, including responsibilities, KPIs and six-month performance expectations, will be provided to shortlisted applicants.

Who we're looking for

We're looking for a natural leader and exceptional organiser who notices the details, takes ownership and is always looking for ways to make things better.

Veterinary experience isn't essential. We're interested in how you think, lead and get things done.

You'll ideally bring 5+ years' experience in customer service, administration or leadership, with strong people skills, exceptional organisation and attention to detail, and a proven ability to lead, coach and improve systems.

You will be proactive, commercially aware, solutions-focused and passionate about creating an exceptional client experience.

Most importantly - come and tell us what we need to do, rather than waiting for us to tell you.

We want someone who sees opportunities, brings ideas and has the drive to turn them into action.