Customer Service Manager

5 months ago

North Melbourne, Australia Lort Smith Full time

**About us**
Lort Smith Animal Hospital is a Melbourne icon, serving its people and animals for 85 years. We are Australia’s biggest non-profit animal hospital treating over 20,000 animals a year across two locations. Our Campbellfield Adoption Centre is a vet clinic and shelter, rehoming surrendered animals, and our North Melbourne hospital and clinic provides a broad range of veterinary and emergency services.

Join us as our new chapter is being written, with the North Melbourne Animal Hospital recently opening our fully redeveloped, modern state of the art building with improved spaces for patients and updated facilities to support the wellbeing and operations of our hard-working staff.

**Make a difference in the lives of people and animals every day**
Are you a hands-on, positive leader, at your best working in a dynamic, fast-paced environment, where no two days are ever the same?

Are you a nurse looking to combine your clinical know how and management experience into a newly developed position at Lort Smith? Are you a practice manager with a background in the healthcare industry?

You will comfortably operate within a diverse clinical environment and be looking to expand upon your current operational and business management achievements.

We have an exciting opportunity in our North Melbourne hospital for an experienced professional to play a pivotal role leading a dedicated customer service team and ensuring our clients and their pets experience exceptional care and compassion.

**Responsibilities**
- Provide direction, oversee and manage the Customer Service team; effectively prioritising and coordinating staff to ensure appropriate shift coverage and resourcing is maintained
- Guide and mentor your team, role modelling resilience and optimism when faced with challenging situations or client interactions
- Demonstrate excellent communication and interpersonal skills to solve problems, prioritise competing demands and assist our diverse range of clients
- Actively respond to escalated client inquiries and complaints with empathy and professionalism
- Produce timely and accurate reports to proactively identify trends and patterns impacting service standards
- Collaborate with other departments to operate streamlined processes related to client information, records, bookings and billing and payment systems
- Uphold Lort Smith’s good reputation with professional conduct and excellent customer service

**Requirements**:

- Demonstrated leadership experience in a similar role, such as clinic operations, customer service or practice management
- Significant team management, including: rostering, mentoring, training and performance
- Excellent communication and interpersonal skills, with a friendly, approachable manner to build positive relationships with clients, staff, and stakeholders
- Proven success in conflict resolution, escalation and complaint handling
- Proficiency in managing a diverse team, providing regular feedback and recognition, fostering a supportive and empowering team culture
- Ability to maintain calm and composed when faced with challenging circumstances or pressure
- Commitment to the delivery of outstanding customer service through continuous improvement and learning from successes and setbacks
- Sound judgement, initiative, discretion and tact
- Interest and passion for animal healthcare and wellbeing

**Benefits**
- A supportive and inclusive team environment
- Work in a new, modern redeveloped hospital
- Discounted veterinary treatment, products and pet insurance
- Pet friendly policies - bring your dog to work
- Rewarding roles, focussed on providing inclusive services to the community
- Confidential, generous employee counselling program
- In-house chaplaincy support for clients in distress
- Lort Smith is a great place to work. We are an equal opportunity employer and actively support workplace diversity, equity and inclusion._

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