Client Services Team Leader - ARH Canberra

Animal Referral and Emergency Network; Canberra; Presencial; AUD 75.000 - 95.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Discounts on veterinary services

Retail discounts

Employee wellbeing programs

Descripción de la vacante

Animal Referral and Emergency Network in Canberra is seeking an experienced Full-time Client Services Team Leader to supervise our Client Service Representative team, drive improvements in service delivery and foster a positive, cohesive team culture.

You will handle high volumes of calls and emails, coordinate appointments in emergency and specialty departments, oversee rostering and leave for direct reports, and mentor the team to deliver exceptional client care in a busy veterinary hospital.

Formación

• Proven experience in a client services role, preferably in a healthcare or veterinary setting.
• Excellent communication and interpersonal skills.
• Adaptable and takes initiative; able to multitask with a proactive attitude.
• A calm and empathetic approach to work.
• Previous team management and leadership experience.

Responsabilidades

• Handle a high volume of inbound calls and email enquiries.
• Manage all client inquiries and concerns with professionalism and empathy.
• Welcome clients and their pets to the hospital; book and manage appointments in emergency and specialty departments.
• Invoicing and taking payments including cash and EFTPOS; process Vetpay, Zippay and Afterpay.
• Coordinate with other hospital departments to ensure seamless client experiences.
• Data entry and requesting documents from referring vets and clients; liaise with referring vets.
• Overseeing the rostering of direct reports and managing timecards and leave requests; undertake training and mentoring.
• As a 24/7 hospital, shifts will include weekdays, weekends, public holidays and evenings.

Conocimientos

Client service

Communication

Multitasking

Empathy

Team leadership

Descripción del empleo

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 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 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
• 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, 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