About this role
We are seeking an experienced Full-time Client 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 animals and 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 volume of inbound calls and email enquiriesManaging all client inquiries and concerns with professionalism and empathyWelcoming clients and their pets to the hospitalBooking and managing appointments in emergency and specialty departmentsInvoicing and taking payments – including cash and EFTPOSProcessing payments on Vetpay, Zippay and AfterpayProcessing GapOnly and managing Insurance ClaimsCoordinating with other hospital departments to ensure seamless client experiencesData entry and requesting documents from referring vets and clientsLiaising with referring vetsOverseeing the rostering of your direct reports and managing timecards and leave requestsUndertaking training, mentoring, and leadership for your direct reportsAd-hoc administrative dutiesAs a 24/7 hospital, shifts will include weekdays, weekends, public holidays and eveningsIn 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 developmentDrive improvements in client service processes and performanceMonitor and report on client service metrics and implement strategies for continuous improvementProvide training and support to our Client Services TeamAbout You:
Proven experience in a client services role, preferably in a healthcare or veterinary settingExcellent communication and interpersonal skillsAdaptable and takes initiative, this role requires you to be able to multitask and have a proactive attitudeAttention to detailStrong conflict resolution skillsA calm and empathetic approach to your workA passion for delivering outstanding client servicePrevious team management and leadership experience.What we want to offer you:
A crucial role within a leading veterinary hospital focusing on client service excellenceA large, modern hospital and a workplace that is focused on employee wellbeing and professional satisfactionEmployee benefits including discounts on veterinary services, discounts at retail stores and more!The chance to make a meaningful impact on client satisfaction and team engagementAPPLY NOW!