Client Services Team Leader - ARH Canberra

The Animal Referral Hospital; Canberra; On-site; AUD 70,000 - 100,000; Full time

Benefits offered by this job

Discounts on veterinary services

Retail discounts

Job summary

The Animal Referral Hospital is seeking an experienced Full-time Client Services Team Leader to supervise our Client Service Representatives and drive service improvements across the hospital. You will welcome clients and their pets, manage bookings and payments, and coordinate with other departments to ensure exceptional client experiences.

As a 24/7 hospital, you will oversee rostering, provide leadership and training to the team, and foster a positive, collaborative culture focused on

Qualifications

• Proven experience in a client services role, preferably in healthcare or veterinary settings.
• Excellent communication and interpersonal skills.
• Able to multitask and take initiative in a fast-paced environment.
• Attention to detail in all client interactions and bookings.
• Strong conflict resolution and problem-solving abilities.
• Calm, empathetic approach to client service.
• Previous team management and leadership experience.

Responsibilities

• Lead and supervise the Client Service Representative team to deliver outstanding service.
• Handle high volumes of inbound calls and emails with professionalism and empathy.
• Welcome clients and their pets, book appointments, and manage invoicing and payments.
• Coordinate with hospital departments to ensure seamless client experiences.
• Monitor client service metrics and drive continuous improvement.
• Provide training and mentorship to direct reports and manage rostering.

Skills

Client service

Communication

Multitasking

Attention to detail

Conflict resolution

Empathy

Leadership

Proactive attitude

Education

Relevant experience in client services

Job description

Job Description

We are seeking an experienced Full-time Client Services Team Leader, to lead and supervise our friendly 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 specialty 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 large, modern 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