Client Services Team Leader - ARH Canberra

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

Benefits offered by this job

Employee discounts

Wellbeing program

Discounts on veterinary services

Job summary

Animal Referral Hospital is seeking an experienced Full-time Client Services Team Leader to lead and supervise our client services team, driving improvements in service delivery and fostering a positive team culture.

You will coordinate appointment bookings across emergency and specialty departments, manage invoicing and payments, and ensure excellent communication with clients and referring vets. A proactive leader with strong empathy will thrive in our 24/7 hospital environment.

Qualifications

• Proven experience leading a client services team in a healthcare or veterinary setting.
• Excellent communication and interpersonal skills.
• Ability to multitask with a proactive attitude.
• Calm and empathetic approach to work.

Responsibilities

• Lead and supervise the Client Service Representative team to deliver outstanding service.
• Handle high-volume inbound calls and emails with professionalism and empathy.
• Welcome clients and their pets; manage appointments in emergency and specialty departments.
• Oversee invoicing, payments, and insurance claims processing.
• Coordinate with other departments to ensure seamless client experiences.
• Roster direct reports and manage timecards and leave; provide training and leadership.

Skills

Customer service leadership

Team management

Healthcare experience

Communication

Job description

• Full-time

Job Description

We are seeking an experienced Full-timeClient 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 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 specialtydepartments
• 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 large, modernhospital 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