Client Services Team Leader

About the role

We are seeking an experienced full‑time Client Services Team Leader to supervise our Client Service Representative team, drive service improvements and foster a positive, cohesive culture in a 24/7 veterinary hospital.

Key responsibilities

• Handle a high volume of inbound calls and email enquiries with professionalism and empathy.
• Book and manage appointments across emergency and specialty departments.
• Process invoicing, cash, EFTPOS and payments via Vetpay, Zippay and Afterpay.
• Manage GapOnly and insurance claims, coordinating with other hospital departments.
• Oversee rostering, timecards and leave requests for direct reports.
• Provide training, mentoring and leadership to the client services team.

Required profile

• Proven experience in a client services role, preferably in healthcare or veterinary settings.
• Excellent communication, interpersonal and conflict‑resolution skills.
• Adaptable, detail‑oriented and able to multitask in a fast‑paced environment.
• Calm, empathetic approach with a passion for outstanding client service.
• Previous team management and leadership experience.

Required skills

• Vetpay payment processing.
• Zippay payment processing.
• Afterpay payment processing.
• GapOnly claims handling.
• Insurance claims management.

What we offer

• A crucial role within a leading veterinary hospital focused on client service excellence.
• Large, modern facilities with a strong emphasis on employee wellbeing.
• Employee benefits including discounts on veterinary services and retail stores.
• Opportunity to make a meaningful impact on client satisfaction and team engagement.