Client Services Team Leader - AEC Moorabbin

Greencross Pet Wellness Company; Melbourne; On-site; AUD 70,000 - 90,000; Full time

Benefits offered by this job

Employee discounts

Discounts at retail stores

Veterinary service discounts

Job summary

Greencross Pet Wellness Company is seeking a Client Services Team Leader to guide a busy Client Service Representative team at our Moorabbin site. You will drive service improvements, foster a positive team culture, and ensure exceptional client experiences for both pets and their owners.

The successful candidate will have a proven client services background, strong communication skills, and the ability to multitask in a fast-paced hospital environment.

Qualifications

• Proven experience leading a client services team.
• Strong written and verbal communication skills.
• Demonstrated excellence in customer service.
• Ability to multitask and stay proactive under pressure.
• Previous leadership experience in a hospital or veterinary setting is desirable.

Responsibilities

• Lead and supervise the Client Service Representative team to improve service delivery.
• Manage inbound calls and emails with empathy and professionalism.
• Oversee appointment bookings for emergencies and specialty departments.
• Handle invoicing, payments, and processing through Vetpay/Afterpay.
• Coordinate with other hospital departments to ensure seamless client experiences.

Skills

Team leadership

Communication

Customer service

Multitasking

Empathy

Job description

Client Services Team Leader - AEC Moorabbin

• Full-time

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 animalsand 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 volumeof 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
• 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
• A calm and empathetic approach to your work
• 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 modernand 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