Client Services Manager - CARE Collingwood

Job Description

Client Services Manager - CARE Collingwood Be among the first 25 applicants Job Description Permanent full-time basis, remuneration range $80,000 to $90,000. An industry leading team based in the heart of Melbourne. Fully equipped hospital with modern facilities. The Centre for Animal Referral & Emergency (CARE) is currently recruiting for an enthusiastic and conscientious full-time Client Services Manager (CSM) to support the organisation in delivering a consistently exceptional customer service experience to our valued clients and referring veterinarians. CARE is a busy, multi-specialist veterinary hospital located in Collingwood, close to the Melbourne CBD. The clinic was created with the goal to provide the highest standard of patient care in a cooperative, team-oriented environment that respects, supports and encourages the personal wellbeing and professional development of all staff. The Client Services Manager (CSM) is a key role within the organisation, overseeing our frontline client service operations. The role is primarily focused on coordinating and delivering an exceptional customer service experience to external stakeholders. This is a permanent full-time (38hrs/week) position, with the core of hours rostered Monday to Friday, during regular business hours, however the CSM remains on-call to reception staff who require supervisor support and/or are unable to attend work. Reporting to the Hospital Manager, and working closely with the Nursing Manager, typical tasks and responsibilities include: Rostering, mentoring, management and support of the reception and its staff. End-to-end management of referral appointment requests, including scheduling, financial estimates, procuring patient histories, and facilitating client and interdepartmental communication. Proactive management of client expectations and feedback, resolving and/or escalating issues as appropriate. Coordinating extramural placements of students within the hospital. Ensuring public-facing areas of the hospital are maintained to an impeccable standard. Monitoring and regular reporting of customer service trends, metrics, issues. This role would suit an enthusiastic and mature current/former veterinary nurse looking to transition from clinical work while maintaining close ties with the industry. Previous leadership experience in a Veterinary or professional services environment would also be well regarded. The Successful Candidate Will Have Min. 2 years+ experience in a Client Services leadership role. Proven customer service and conflict resolution abilities. A high level of MS Office proficiency. Strong written, verbal, and numerical skills. Great attention to detail. EzyVet or other Veterinary PMS systems experience an advantage. Life at CARE The Successful Candidate Will Enjoy Competitive remuneration ($75,000 to $90,000) commensurate with skills and experience. Membership of a friendly, supportive, and highly productive team of Client service representatives, nurses and veterinarians. A workplace that is focused on employee wellbeing, professional satisfaction, and sustainability. Access to our Employee Assistance Program (EAP), providing free and confidential counselling on issues of work, money, family, health, and everything in between. Great staff amenities which include complimentary snacks, beverages, espresso coffee, and fresh fruit delivered weekly. Discounts on a range of hospital products and services. An easy commute to work, owing to our close proximity to multimodal public transport and major arterial freeways. Secure off-street staff car parking is available. A centrally located workplace in one of Melbourne's most exciting lifestyle precincts. How To Apply If you are looking to take the next step in your career, and feel this opportunity is a good fit, we would love to hear from you! Click on the link below to apply today! CARE is an equal opportunity employer, and we value diversity. We do not discriminate based on race, religion, gender, sexual orientation, or age. Seniority level Mid-Senior level Employment type Full-time Job function Customer Service Industries Veterinary #J-18808-Ljbffr