Job Description

$27.08 – $33.85 per hour + Super + Penalty Rates

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Pets Country Club is looking for an experienced, confident and personable Animal Care & Customer Service Lead to join our team.

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This is a great balance of front-of-house customer service and hands-on pet husbandry roles. You'll be the friendly face of Pets Country Club — speaking with clients, managing bookings and enquiries, coordinating arrivals and departures, and helping make sure everything runs smoothly behind the scenes.

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You'll also need to be comfortable around dogs, cats and other pets and confident handling them as a main part of the role.

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While you won't be managing a team, you'll be someone our staff can rely on for guidance and support throughout the day.

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What you'll be doing

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Welcoming clients and managing check-ins and check-outs

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Answering phone calls, emails and client enquiries

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Assisting clients with bookings, accommodation and general questions

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Providing friendly, professional and knowledgeable customer service

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Communicating with clients about their pets' care and individual needs

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Helping coordinate the day-to-day running of reception and front-of-house

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Working closely with the animal care team to ensure information is communicated clearly

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Handling pets safely and confidently; especially during check-in and check-out procedures

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Assisting with animal care, including feeding, medication, enrichment and general handling

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Observing animal behaviour and wellbeing and escalating any concerns appropriately

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Supporting staff with animal care knowledge and practical advice

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Helping maintain our high standards of animal welfare, customer service and cleanliness

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Assisting with animal husbandry tasks; hosing suites, yard cleaning, dog bathing, administering pet first aid, as required.

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Assisting with general administrative tasks and keeping client records accurate

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We're looking for someone who is confident with people, comfortable with animals and knows how to keep things moving when it's busy.

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You might come from a background such as:

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Veterinary nursing

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Veterinary reception/client services

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Animal care or pet boarding

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Grooming

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Animal behaviour

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Practice management or administration within the pet industry

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We're interested in someone who has good industry knowledge, takes initiative and naturally becomes someone others can rely on.

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You'll need to be:

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Confident and friendly when dealing with clients

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Comfortable handling dogs of different sizes, breeds and personalities

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Organised and able to juggle multiple things at once

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Calm and professional when things get busy

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A good communicator with robust attention to detail

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Comfortable using computers and booking/customer management systems

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Confident making decisions and knowing when something needs to be escalated

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Reliable, practical and willing to get involved when needed

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Someone who genuinely cares about animals and providing a great experience for their owners

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The important bit...

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Although front of house and customer service is involved in this position, this is still a pet care job.

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There will be times when you'll be outside, handling pets, helping with animals, assisting the care team or getting your hands dirty.

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You won't be sitting behind a desk all day — but you also won't be spending your entire day cleaning kennels.

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What we offer

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Casual position

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Pay in accordance with the Miscellaneous Award, including applicable loadings and entitlements

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Superannuation

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Supportive senior management team

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A genuinely pet-friendly workplace

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A role where your animal care experience and customer service skills are both valued

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The opportunity to have a meaningful role in the day-to-day operation of an established pet care business

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Weekend, school holiday and public holiday availability is required

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along with flexibility for early morning and late afternoon shifts.

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A full driver's licence and Australian working rights are required.

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About Pets Country Club

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Pets Country Club is a family-owned, award-winning pet boarding and Day Care facility in Lara, celebrating 30 years in 2026.

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We care for dogs, cats and a range of other pets, and pride ourselves on providing high-quality care and genuinely personalised service to our clients.

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We've been recognised with a Geelong Business Excellence Award for Outstanding Customer Service, along with finalist recognition in other categories.

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If you're someone who knows animals, enjoys working with people and wants a role that's a little different from the traditional pet care environment, we'd love to hear from you.

📌 Animal Care & Customer Service Lead (Avalon)
🏢 Pets Country Club
📍 Avalon