Client Services Supervisor (Remote)

About the role

Greencross Client Services (GXCS) is looking for an experienced veterinary nurse with people management experience to become its Client Services Supervisor. This is a permanent full-time, fully remote role, Monday to Friday, 38 hours per week, with two supervisors covering the team across 8:00am to 6:00pm AEDT. The roster is Monday 9:30am to 6:00pm and Tuesday to Friday 10:00am to 6:00pm. You will lead and develop a team of Client Service Representatives and support the day-to-day delivery of the client services function.

Key responsibilities

• Manage and develop a team of Client Service Representatives in a fully remote environment
• Build connection, engagement and a strong team culture across a geographically dispersed team
• Coach and support team members through one-on-ones, quality reviews and day-to-day guidance
• Manage performance discussions and support individual development
• Monitor call and ticket queues and coordinate staffing to meet service demand
• Manage rosters, breaks, attendance and leave requirements
• Support customer and clinic escalations
• Contribute to recruitment, onboarding and team development
• Support quality assurance, continuous improvement and process enhancements
• Build working relationships with Greencross clinics, Practice Managers, Area Managers and the Support Office
• Provide phone support during peak periods or when operationally required
• Contribute to GXCS reporting, workforce planning and other shared leadership responsibilities

Required profile

• Certificate IV in Veterinary Nursing or equivalent
• Previous experience directly managing people, including coaching, development and performance conversations
• Demonstrated leadership or supervisory experience
• Previous experience in a customer service, contact centre or operational support environment
• Comfortable leading a fully remote team
• Genuine commitment to a positive, inclusive and connected team culture

Required skills

• Strong communication and interpersonal skills
• Strong organisational and time-management skills
• Experience with systems such as Zendesk, UKG or similar customer service and workforce management platforms
• Experience with recruitment, onboarding and staff training
• Continuous improvement or process improvement experience