Client Care Manager

3 days ago

South Windsor, Australia Patch & Purr Full time

**Permanent full-time position**:

- ** Based in South Windsor**:

- ** Monday to Friday, 8 am - 5 pm**:

- ** Work phone provided**

Forming part of the wider InvoCare brand, Patch & Purr is a leading provider of pet cremation services in Australia with a national footprint.

Through our dedicated and caring team, we offer dignified farewells for much loved family pets through our best-practice cremation services.

**About the role**

We are seeking an experienced, customer-centric and compassionate animal lover to lead our Client Care team and ensure they have the support to deliver exceptional service to our vets and clients.

This position will be based in our South Windsor site and you will be expected to travel to the Illawarra site at least 1-2 times a week.

Your responsibilities:

- Coordinate and schedule bookings with the public and vet clinics
- Assist clients who bring pets to our premises
- Actively mentor direct reports by providing feedback on an informal, day-to-day basis, as well as via regular one-on-one catch-ups and performance reviews
- Manage escalated customer enquiries ensuring resolution in a timely manner
- Set KPIs for the team and monitor progress
- Effectively priorities and coordinate resources across competing requirements
- Manage rosters and associated costs in accordance with budgets
- Develop strong working relationships with key stakeholders including our Relationship Managers, Drivers and other key operational teams
- Collaborate with your interstate counterparts to inform best practice nationally
- Provide back up support to the team as required
- Passion for animals and understands the importance of pet aftercare
- Significant, successful experience in a similar leadership role
- Shares our passion and commitment to exceptional customer service
- Can demonstrate an outcomes-focused approach balanced with compassion
- Has excellent communication (written and verbal) skills and high energy level
- Has a minimum of two years experience in a customer service management role in a contact/call centre environment

**What we can offer you**:

- Our strong people-first culture
- Competitive Remuneration
- Vehicle allowance may be considered dependent on location base
- InvoCare Employee Share Plan
- Access to Employee Assistance Plan and annual Flu vaccination
- InvoCare group access to discounted funerals
- Birthday leave
- Lifestyle Rewards program

**Application process**

We are pride ourselves on being caring, down to earth and professional. Tact, discretion and integrity are attributes that we rate very highly.

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