Client Services Team Leader - Aec Moorabbin

Greencrosspetwellnesscompany; Melbourne; On-site; AUD 65,000 - 90,000; Full time

Benefits offered by this job

Discounts on veterinary services

Employee discounts

Job summary

Greencross Pet Wellness is seeking an experienced Client Services Team Leader to guide and supervise our Client Service Representatives, driving service improvements and fostering a cohesive team culture.

The role involves managing high volumes of inquiries, scheduling appointments across departments, handling payments, and mentoring staff to deliver outstanding client care. A 24/7 hospital schedule requires flexibility across weekdays, weekends, and evenings.

Qualifications

• Proven experience in a client services role, preferably in healthcare or veterinary settings.
• Strong communication and interpersonal skills.
• Ability to multitask and take initiative while delivering empathetic service.

Responsibilities

• Lead and supervise the Client Service Representative team.
• Handle high volume inbound calls and email enquiries with professionalism.
• Book and manage appointments; process invoices and payments.
• Coordinate with hospital departments to ensure smooth client experiences; oversee rostering and timecards.

Skills

Client service leadership

Excellent communication

Team management

Empathy

Multitasking

Job description

We are seeking an experienced Client Services Team Leader , to lead and supervise our strong Client Service Representative team, driving improvements in service delivery and fostering a positive and cohesive team culture.

The successful candidate will be critical in ensuring our clients receive outstanding customer service. You will be dedicated, conscientious, with a genuine love for animals and effective in your written and verbal communication with clients and other hospital staff.

As a part of the Client Services team, your duties will include:

• Handling a high volume of inbound calls and email enquiries
• Managing all client inquiries and concerns with professionalism and empathy
• Welcoming clients and their pets to the hospital
• Booking and managing appointments in emergency and speciality departments
• Invoicing and taking payments - including cash and EFTPOS
• Processing payments on Vetpay, Zippay and Afterpay
• Processing GapOnly and managing Insurance Claims
• Coordinating with other hospital departments to ensure seamless client experiences
• Data entry and requesting documents from referring vets and clients
• Liaising with referring vets
• Overseeing the rostering of your direct reports and managing timecards and leave requests
• Undertaking training, mentoring, and leadership for your direct reports
• Ad-hoc administrative duties

As a 24/7 hospital, shifts will include weekdays, weekends, public holidays and evenings

In addition to the above, the Client Services Team Lead will oversee all aspects of customer care ensuring exceptional service delivery, while providing leadership and support to the Client Services team. Duties of this role will also see you;

• Foster a positive and engaged team culture, promoting collaboration and professional development
• Drive improvements in client service processes and performance
• Monitor and report on client service metrics and implement strategies for continuous improvement
• Provide training and support to our Client Services Team

About You:

• Proven experience in a client services role, preferably in a healthcare or veterinary setting
• Excellent communication and interpersonal skills
• Adaptable and takes initiative, this role requires you to be able to multitask and have a proactive attitude
• Attention to detail
• Strong conflict resolution skills
• A calm and empathetic approach to your work
• A passion for delivering outstanding client service
• Previous team management and leadership experience

What we want to offer you:

• A crucial role within a leading veterinary hospital focusing on client service excellence
• A modern and spacious hospital and a workplace that is focused on employee wellbeing and professional satisfaction
• Employee benefits including discounts on veterinary services, discounts at retail stores and more!
• The chance to make a meaningful impact on client satisfaction and team engagement