Leads and supervises a veterinary hospital’s Client Services team, ensuring excellent client experiences through call handling, appointment coordination, payments, insurance processing, and administrative support. Oversees rostering, timecards, training, mentoring, performance metrics, conflict resolution, and continuous service improvements. The role requires flexible shifts across weekdays, weekends, public holidays, and evenings in a 24/7 hospital.
Job Description
We are seeking an experienced Client Services Team Leader, to lead and supervise our strong Client Service Representative team, driving improvements in service delivery and fostering a positive and cohesive team culture.
The successful candidate will be critical in ensuring our clients receive outstanding customer service. You will be dedicated, conscientious, with a genuine love for animals and effective in your written and verbal communication with clients and other hospital staff.
As a part of the Client Services team, your duties will include:
- Handling a high volume of inbound calls and email enquiries
- Managing all client inquiries and concerns with professionalism and empathy
- Welcoming clients and their pets to the hospital
- Booking and managing appointments in emergency and speciality departments
- Invoicing and taking payments – including cash and EFTPOS
- Processing payments on Vetpay, Zippay and Afterpay
- Processing GapOnly and managing Insurance Claims
- 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 your direct reports and managing timecards and leave requests
- Undertaking training, mentoring, and leadership for your direct reports
- Ad-hoc administrative duties
- As a 24/7 hospital, shifts will include weekdays, weekends, public holidays and evenings
In addition to the above, the Client Services Team Lead will oversee all aspects of customer care ensuring exceptional service delivery, while providing leadership and support to the Client Services team. Duties of this role will also see you;
- Foster a positive and engaged team culture, promoting collaboration and professional development
- Drive improvements in client service processes and performance
- Monitor and report on client service metrics and implement strategies for continuous improvement
- Provide training and support to our Client Services Team
About You:
- 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
What we want to offer you:
- A crucial role within a leading veterinary hospital focusing on client service excellence
- A modern and spacious hospital and a workplace that is focused on employee wellbeing and professional satisfaction
- Employee benefits including discounts on veterinary services, discounts at retail stores and more!
- The chance to make a meaningful impact on client satisfaction and team engagement
APPLY NOW!
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