Lort Smith Animal Hospital – North Melbourne VICPermanent part-time and fulltime positions available with a rotating roster, including weekdays and weekendsOnsite training will be providedAustralia's largest not-for-profit animal HospitalAbout Lort SmithLort Smith is Australia's largest not-for-profit animal hospital, dedicated to keeping pets and their people together.
For over 90 years, we've championed the powerful impact of the human-animal bond by providing accessible, compassionate care to more than 20,000 animals each year.
Our services include world-class veterinary care, rehoming programs, and community initiatives that make a meaningful difference in thousands of lives.
We're committed to ensuring that no one is left behind, offering flexible financing options to help low-income individuals access the care their pets need.About the RoleAs a Client Relations Officer at Lort Smith, you'll be the welcoming face and first point of contact for clients at Australia's largest not-for-profit Animal Hospital.
This is a rewarding opportunity to support pet owners through often difficult moments, offering compassionate, high-quality customer service that truly makes a difference.In this vital role, you'll be responsible for:Booking appointments and managing client schedulesHandling enquiries both over the phone and in personClearly and efficiently communicating client needs to the clinical teamYour work will be essential to the smooth and effective operation of the hospital, helping ensure every client and their beloved pet receives the care and support they need.Your day-to-day responsibilitiesEnsure appointments are appropriately booked,



managed and confirmedHandle all calls in a timely, professional mannerProvide appropriate solutions to client enquiriesEffectively manage customer objections/complaints and elevate where requiredAccurately communicate fees to clients at the time of bookingEducate clients about financial assistance they may be able to access via our Good Shepard program and other optionsAbout YouYou bring a client-first mindset and understand the importance of being the welcoming face for our clients and their pets.
With strong communication skills—both in person and over the phone—you're approachable, proactive, and able to build trust and rapport quickly.
Your empathy and compassion shine through in every interaction, ensuring clients feel supported and understood.You're adaptable and open-minded, radiating confidence, authenticity, and warmth to create a truly exceptional client experience.
You take ownership of your decisions, always considering their broader impact.
Thriving in a fast-paced environment,



you're energised by variety and enjoy engaging with a diverse range of people and situations—where no two days are ever the same.You'll have:Demonstrated commitment to delivery of high-quality customer serviceExperience in a front-line customer service roleStrong customer focus - demonstrated understanding of customer expectations and needsAdvanced problem-solving and conflict resolution skills High level of computer literacyProven ability to work both autonomously and as part of a teamExcellent written and verbal communication skillsInterest and passion for animal healthcareExperience using booking systems in a hospital environment (desirable, but not essential)Experience in an animal shelter, veterinary practice or hospital workplace (desirable but not essential)Availability to work a mix of weekdays and weekends Availability to work both early and late shiftsWe offer:A diverse, inclusive and supportive team environmentRewarding work that provides community-based veterinary and animal welfare servicesDiscounted veterinary treatment and pet productsIn-house grief support for clients in distressAccess to a highly regarded Employee Assistance Program, delivered by one of Australia's leading centres for psychologyPet friendly policiesAs part of the recruitment process, the preferred candidate will be required to satisfactorily complete a National Police Check.If you have any questions or would like a copy of the position description, please email ****** for a confidential discussion.Lort Smith is a great place to work.
We are an equal opportunity employer and actively support workplace diversity, equity and inclusion.Please note: We will begin interviewing suitable candidates as applications are received.
If you're interested in this opportunity, we encourage you to apply as soon as possible, as the listing may close early once the right candidate is found.
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📌 Client Relations Officer (Melbourne)
🏢 Lort Smith
📍 Melbourne