Lead Receptionist – Veterinary Hospital

VetPartners Australia Pty; Melbourne; On-site; AUD 60,000 - 85,000; Full time

Job summary

Southpaws Specialty Surgery & Emergency Hospital in Melbourne's Malvern is seeking a Reception Team Leader. This permanent, full-time role combines hands-on leadership with coaching for a busy client-facing desk, working across Malvern and Mornington sites.

You'll train the reception team, set service standards, overseeHubSpot desk, and drive continuous improvement, ensuring a welcoming, supportive experience for clients and referring vets in high-pressure situations.

Qualifications

• Experience leading, supervising or coaching a small client-facing team.
• Background in sales, account management, or client services with outcomes focus.
• Comfortable using a CRM to track and action work (HubSpot preferred).
• Calm under pressure with the ability to coach through difficult conversations.
• Attention to detail in accounts and admin.

Responsibilities

• Lead and coach reception team to handle stressed clients and referring vets.
• Set clear standards for client and referring-vet experience.
• Run weekly reception meetings, manage shift swaps and onboard new members.
• Identify development needs and lift team capability over time.
• Be first contact for client complaints and non-clinical concerns.
• Coordinate the complaint process with Practice and Business Managers.
• Monitor HubSpot interactions and coach accordingly.
• Maintain records of resolutions.
• Oversee HubSpot Help Desk and debtor reports.
• Audit accounts for accuracy and drive follow-up actions.
• Review daily checklists to ensure tasks are fairly spread.

Skills

Team leadership

Client services

Coaching/mentoring

Calm under pressure

Attention to detail

Reading people

Tools

HubSpot

Job description

Southpaws Specialty Surgery & Emergency Hospital in Melbourne's Malvern is seeking a Reception Team Leader. This permanent, full-time role combines hands-on leadership with coaching for a busy client-facing desk, working across Malvern and Mornington sites.

You'll train the reception team, set service standards, overseeHubSpot desk, and drive continuous improvement, ensuring a welcoming, supportive experience for clients and referring vets in high-pressure situations.