Client Services Team Leader - ARH Canberra

About the role

A leading veterinary hospital in Canberra is looking for an experienced, full-time Client Services Team Leader to lead and supervise its Client Service Representatives. The role drives improvements in service delivery, fosters a positive team culture and ensures clients receive outstanding customer service. It is a 24/7 hospital, so shifts cover weekdays, weekends, public holidays and evenings.

Key responsibilities

• Handle a high volume of inbound calls and email enquiries, and manage all client inquiries and concerns professionally and empathetically
• Welcome clients and their pets to the hospital and book and manage appointments in emergency and specialty departments
• Invoice and take payments, including cash and EFTPOS, and process payments on Vetpay, Zippay and Afterpay
• Process GapOnly claims and manage insurance claims
• Coordinate with other hospital departments, liaise with referring vets, and handle data entry and document requests from vets and clients
• Oversee rostering, manage timecards and leave requests, and provide training, mentoring and leadership to direct reports
• Oversee all aspects of customer care, foster a positive team culture, drive improvements in client service processes, and monitor and report on client service metrics

Required profile

• Proven client services experience, preferably in a healthcare or veterinary setting
• Previous team management and leadership experience
• Excellent communication and interpersonal skills, attention to detail and strong conflict resolution skills
• Calm, empathetic approach and a proactive, adaptable attitude

What we offer

• A key role in a leading veterinary hospital focused on client service excellence
• A large, modern hospital with a focus on employee wellbeing
• Employee benefits including discounts on veterinary services and at retail stores