Hobart Client Care Manager

2 weeks ago

Hobart, Australia Animal Emergency Australia Full time

Part time shifts -24 - 32 hours/week | flexible rosters
- Beautiful and central Hobart location
- Supportive team with continuous training and development

**Client Care Manager**

**Contract 6 month Maternity leave cover**

Are you a motivated and compassionate leader who enjoys leading and developing your team? Do you also enjoy providing customers with the best care possible? If so, then this is the job for you.

We are looking for a new Client Care Manager for a 6 month Contract (maternity leave cover) for our ECC Practice, Animal Emergency Service (AES) in Hobart.

**About Us**
Animal Emergency Australia (AEA) is a network of independent emergency hospitals, general practices, veterinary support, and educational services across Australia. At our core, AEA exists to help veterinary professionals do and be their best. We invest in our team members' work-life balance, career progression, and personal development, empowering them to excel in the field of veterinary medicine while making a meaningful impact on the lives of animals.

Animal Emergency Service (AES) Hobart is a fast-paced and progressive emergency clinic situated in beautiful Hobart, Tasmania. We are a trusted leader in Emergency and Critical Care (ECC) for small animals and our vision is to set the highest possible standard for ECC medicine in Australia. We have an inclusive and compassionate team of Client Care Representatives, Management, Nurses and Veterinarians.

**About the Role**
Our Client Care Representatives (CCR) are the main connection between our clients and the technical team.

This opportunity is for a CCR Manager to lead our client care team in our Hobart practice. The role is a 6 month maternity leave contract, and is part time
**(48-64 hours per fortnight)**, working a range of shifts across weekdays/nights and weekends.

We are looking for a manager to continue taking our client care team to new heights - but we are not looking for ordinary. We are seeking an exceptional client service leader who is dedicated to ensuring our team can provide clients with an amazing experience from start to finish.

To be successful, you will recognise that not every problem that a client faces has a text-book answer; you will be an expert in solving issues and giving the client a positive outcome.

Additional responsibilities include:

- Engaging and managing a team of approximately 20 enthusiastic and passionate client care representatives, to ensure they enjoy and are equipped to excel in their roles.
- Monitoring and ensuring exceptional service for our clients and their pets.
- Collaborating with others to develop and implement our client care training programs.
- Managing rostering processes and client care budgets.
- Oversee decision making, complaints management and problem-solving for client and team related matters.
- Competency in team human resource management, with the support of a HR team, to perform functions such as recruitment, performance management, training, team engagement and wellbeing.
- Form part of the hospital’s leadership team to develop and implement client care strategies.

**About You**

You will lead our team to success, motivate in times of crisis, and always look to guide your team members with positivity and assurance. Skills and experience required for the role include:

- Experience in the emergency vet profession (desired not essential)
- Demonstrated experience of at least 3 years managing a client-facing team (experience in the veterinary industry is not required but is highly regarded).
- Demonstrated experience in problem solving and a desire to reach suitable solutions for clients and the business.
- Experience in creating a memorable, warm and professional atmosphere for clients.
- High standard of personal presentation and communication.
- Thrives in fast-paced environment and stays calm under pressure
- Warm personality that loves engaging and building positive relationships with people and animals
- Confident and comfortable with systems, procedures and managing funds
- Strong time management and organisation skills
- Multi-tasking superstar
- Reliable transport due to the nature of shift work
- Flexibility to work mornings, weekends & public holidays as required

**Paws & Perks**
- Flexible work environment with Part time hours
- Great rem package of $33 - $35/hr + Super + loading
- Pet well-being discounts (including discounted treatment and products)
- Discounted gym memberships (Fitness Passport)
- Refer a Friend program & rewards
- Dedicated wellbeing committee for our employees (Mental health first aid certifications, flu vaccinations, podcasts, etc.)
- Access to our Employee Assistance Program (psychology, nutrition, sleep)
- Further education & career planning benefits (including CPD allowance, internal mobility)
- We promote and recruit from within
- Mentoring opportunities - be mentored or be a mentor
- The opportunity to transfer across the company to fulfill your further career aspir

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