Customer Care Manager

3 weeks ago

Fairy Meadow, Australia Greencross Vets Full time

Company Description
**We have the rare opportunity for an experienced Customer Care Manager to join our growing team**

As the Customer Care Manager, you will be responsible for directing and managing our front-of-house team to provide exceptional customer service.

Greencross Fairy Meadow is a busy, fast paced, state-of-the-art practice that sees a good mix of cases. This is a welcoming and amazing team that work cohesively together, not only are personal goals met but everyone is acknowledged for their contribution in providing continuous premium and outstanding pet care We also enjoy socialising outside of work, strengthening our team makes coming to work and getting through the day all the easier when things get a little tough.

**About the Role**:
**Your duties will include**:

- Customer care team rostering and management of leave requests
- Recruitment for labor requirements of the team
- Policy and protocol development and compliance monitoring
- Coordinate team training and continuing education
- Manage the performance of team members, including setting goals, providing feedback, and conducting performance reviews
- Assist the front Reception Team with all Reception Tasks, particularly providing support for phone and front desk duties during peak/busy periods, and filling in for lunch breaks as necessary. Be willing and available to cover general reception shifts when required
- Assist and provide support to the customer care coordinator as required
- General reception duties

**About You**:

- Alternatively, we will consider someone with experience in a fast-paced reception/front of house role in the healthcare industry, or a similar setting
- Ability to manage a team in an equitable way that balances both the interest of your team and the rest of the hospital
- Effectively prioritize tasks and workload to ensure meeting deadlines and avoiding omissions
- Proficient in Microsoft 360 and have sound technological skills
- Ability to effectively communicate with people from diverse backgrounds in a compassionate and empathic way
- Ability to handle challenging and/or demanding clients with tact and professionalism
- Enjoy working and being a part of a close-knit team

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