Full-time
Job Description
We are seeking an experienced
Full-timeClient Services Team Leader
, to lead and supervise our friendly 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 animalsand 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 volumeof 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 specialtydepartments
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
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
A calm and empathetic approach to your work
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 large, modernhospital and a workplace that is focused on employee wellbeing and professional satisfaction
Employee advantages including discounts on veterinary services, discounts at retail stores and more!
The chance to make a meaningful impact on client satisfaction and team engagement
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📌 Client Services Team Leader - Arh Canberra
🏢 Greencross Pet Wellness
📍 Canberra