Veterinary Client Services Leader

Animal Referral and Emergency Network; Canberra; On-site; AUD 75,000 - 95,000; Full time

Benefits offered by this job

Discounts on veterinary services

Retail discounts

Employee wellbeing programs

Job summary

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.

Qualifications

• 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.

Responsibilities

• 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.

Skills

Client service

Communication

Multitasking

Empathy

Team leadership

Job description

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.