Veterinary Reception Team Leader

VetPartners; Melbourne; On-site; AUD 70,000 - 95,000; Full time

Job summary

Southpaws Specialty Surgery and Emergency Hospital in Melbourne is seeking a Reception Team Leader to lead and develop a fast-paced, high-standards reception team. You’ll coach, train, set clear standards, and spend time on the desk in early months to learn reception operations and coach in real situations.

Based primarily at our Malvern site with some time at Mornington, you’ll shape day-to-day reception work, manage weekly meetings, and drive continuous improvement while ensuring clients and

Qualifications

• Experience leading, supervising or coaching a small client-facing or customer-service team.
• Background in sales, account management, client services or a similar role where you were accountable for outcomes.
• Comfortable using a CRM to track and action work (HubSpot strongly preferred).
• Calm and constructive under pressure, with the judgement to coach others through difficult conversations.
• Sharp attention to detail, especially with accounts and admin.
• Natural at reading people and turning tense moments into a resolved one.
• Veterinary or healthcare experience is valued, but proven coaching and leadership ability matters most.

Responsibilities

• Train and coach the reception team so they can confidently handle stressed clients and referring vets, identify the real issue, and solve or escalation cleanly.
• Set and maintain clear standards for client and referring-vet experience.
• Run the weekly reception meeting, manage shift swaps and leave, and onboard new team members so they become competent quickly.
• Spot development needs and lift team capability over time.
• Be the first point of contact for client complaints and non-clinical concerns
• Coordinate the complaint process end to end, liaising with the Practice and Business Managers and clinical teams
• Monitor the quality of team interactions through observation, feedback, complaints and HubSpot, and coach accordingly
• Monitor feedback surveys and complaint trends, using them to improve team capability and processes, and flag patterns to management
• Keep clear, accurate records throughout every resolution
• Keep the HubSpot Help Desk moving, with enquiries and referral follow-ups actioned on time
• Oversee accounts and debtors, completing the weekly debtor report and driving follow-up action
• Audit our accounts for accuracy and resolve issues promptly
• Review daily checklists to make sure tasks are done and fairly spread across the team

Skills

Leadership

Coaching

People management

CRM HubSpot

Customer service

Account handling

Tools

HubSpot CRM

Job description

Southpaws Specialty Surgery and Emergency Hospital in Melbourne is seeking a Reception Team Leader to lead and develop a fast-paced, high-standards reception team. You’ll coach, train, set clear standards, and spend time on the desk in early months to learn reception operations and coach in real situations.

Based primarily at our Malvern site with some time at Mornington, you’ll shape day-to-day reception work, manage weekly meetings, and drive continuous improvement while ensuring clients and