Client Service Leadership Opportunity
We are seeking a highly skilled and experienced professional to lead our Client Services team, driving excellence in service delivery and fostering a positive and cohesive work environment. The successful candidate will be critical in ensuring our clients receive outstanding customer service.
Key Responsibilities:
* Managing 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
* 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 direct reports and managing timecards and leave requests
* Undertaking training, mentoring, and leadership for direct reports
* Ad-hoc administrative duties
* Ensuring exceptional service delivery while providing leadership and support to the Client Services team
Requirements:
* 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
* Attention to detail
* Strong conflict resolution skills
* A calm and empathetic approach to your work
* A passion for delivering outstanding client service
* Previous team management and leadership experience
Benefits:
* 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 and more
* The chance to make a meaningful impact on client satisfaction and team engagement