Job Description

Client Services Team Lead | Woolloongabba 24hr Veterinary Hospital

Woolloongabba 24hr Vet is a leading veterinary clinic committed to providing exceptional care to our patients and outstanding service to our clients. Our state-of-the-art facility is staffed by a team of passionate and skilled professionals dedicated to ensuring the health and well-being of every pet we treat. We are a General Practice and 24hr Emergency Practice.

We are seeking a highly organised, friendly, and professional individual to join the team as our new Client Services Team Lead. You will be the face of our clinic, leading the reception team and responsible for creating a welcoming environment, managing front desk operations, and ensuring smooth communication between clients and our veterinary team.

This is a permanent full-time position.

Your tasks and responsibilities will include:

• Rostering, mentoring, management and support of the reception and its team of 24
• End-to-end management of referral appointment requests, including scheduling, financial estimates, procuring patient histories, and facilitating client and interdepartmental communication
• Proactive management of client expectations and feedback, resolving and/or escalating issues as appropriate
• Ensuring public-facing areas of the hospital are maintained to an impeccable standard
• Monitoring and regular reporting of customer service trends, metrics, issues
• Ad-hoc administrative duties
• Social Media and Marketing support

Qualifications and skills:

• Proven experience in a receptionist or customer service role, preferably in a veterinary or medical setting
• Certificate or Degree in Business Administration or similar would be advantageous
• Previous team management or leadership experience
• Exceptional communication and interpersonal skills
• Strong organisational abilities and attention to detail
• Proficiency with computer systems and scheduling software
• Strong conflict resolution skills
• A calm and empathetic approach to your work
• Ability to manage multiple tasks and priorities in a fast-paced environment
• A genuine love for animals

What we offer:

• A crucial role within a leading veterinary hospital focusing on client service excellence
• A workplace that is focused on employee wellbeing and professional satisfaction
• Employee benefits including discounts on veterinary services, discounts at retail stores and more!
• Access to novated leasing, workplace benefits program and health insurance corporate rates
• Access to Employee Assistance Program and wellness resources, available 24/7 for yourself and your family
• Be part of a company with commitment to giving back to the community through the Petbarn Foundation
• The chance to make a meaningful impact on client satisfaction and team engagement

If you are a motivated and compassionate individual who meets the above criteria, we would love to hear from you!