Client Services Team Leader – Veterinary Hospital

About the role

The Client Services Team Leader will supervise a friendly team of Client Service Representatives in a 24/7 veterinary hospital. You will ensure outstanding customer service for clients and their pets while fostering a positive, collaborative team culture.

Key responsibilities

• Handle high‑volume inbound calls and email enquiries, booking appointments and managing emergency and specialty departments.
• Process payments (cash, EFTPOS, Vetpay, Zippay, Afterpay) and manage invoicing, insurance claims and GapOnly.
• Coordinate with other hospital departments, liaise with referring veterinarians, and perform data entry and document requests.
• Oversee rostering, timecards and leave requests for direct reports; provide training, mentoring and leadership.
• Monitor client service metrics, drive process improvements and report on performance.

Required profile

• Proven experience in client services, preferably in a veterinary or healthcare setting.
• Excellent written and verbal communication, strong conflict‑resolution and detail‑orientation.
• Calm, empathetic, proactive multitasker with prior team‑leadership experience.

Required skills

• Vetpay
• Zippay
• Afterpay
• GapOnly
• EFTPOS processing

What we offer

• Key role in a leading veterinary hospital focused on client‑service excellence.
• Modern workplace that prioritises employee wellbeing and professional satisfaction.
• Employee discounts on veterinary services and retail stores.
• Opportunity to make a meaningful impact on client satisfaction and team engagement.