Veterinary Client Services Lead — Impactful Team Leader

The Animal Referral Hospital

Canberra

On-site

AUD 70,000 - 100,000

Full time

4 days ago

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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.