WOOOF is a premium dog grooming salon in Manuka, Canberra – the busiest site in our network. Our clients trust us with dogs they adore, and the first and last person they deal with is the front of house. We're looking for someone to own that experience: a Receptionist and Customer Service Lead who sets the standard for how clients and their dogs are looked after, and keeps a busy salon running smoothly through the day.

The role will suit an experienced veterinary nurse, veterinary receptionist or practice manager. This is a senior front of house position and only experienced applicants will be considered.

What you'll be doing

- Being the face and voice of WOOOF Manuka – greeting clients, managing check-in and pick-up, and setting the tone of every visit
- Taking calls about dogs in the salon, including updates, questions and anything the groomers need relayed to an owner
- Managing the flow of a busy salon – dogs, owners and groomers moving through the day on time and without stress
- Working the daily booking diary alongside the groomers, filling gaps and keeping wait times where they should be
- Handling dogs safely and calmly at intake and handover, and reading their behaviour and condition well enough to flag concerns to the grooming team
- First-level complaint handling – resolving what can be resolved on the spot, and escalating the rest with a clear account of what happened
- Setting the standard for customer service across the front of house and holding it consistently
- Troubleshooting on the day: booking clashes, late arrivals,



no-shows and grooming outcomes that need a conversation
- Owning the presentation of the front of house – retail displays, waiting area, signage and the general feel of the salon
- Reporting to the management team on front of house metrics, and flagging what the numbers are telling you

What we're looking for

- Substantial experience in a senior customer-facing role – veterinary nursing, veterinary reception, practice administration or an equivalent clinic or salon role
- Acute attention to detail – bookings, client notes and dog records are right the first time
- Confident, safe dog handling across sizes and temperaments, and sound working knowledge of breeds and coat types
- Warm, articulate and unflappable with clients, including handling complaints calmly and knowing when to escalate
- Strong at managing traffic in a busy salon – keeping people and dogs moving without anyone feeling rushed
- Robust digital literacy – confident operating our CRM and staff app day to day, and comfortable pulling and interpreting reports
- Sound judgement and the confidence to make a call without checking in first

What we offer

- $67,000 to $77,000 including superannuation, depending on experience, including weekend penalty rates
- Room to grow. WOOOF is expanding across Canberra, Sydney and Brisbane, and we are building out our salon operations layer. For the right person this role is a starting point, not a ceiling
- A supportive team of experienced groomers and a business that is investing in its people and its systems
- Staff discounts on grooming and retail

📌 Receptionist and Customer Service Lead (Manuka)
🏢 wooof grooming and day
📍 Manuka