Client Care Manager

2 weeks ago

Dapto, Australia Edenhills Lawnswood Pet Cremation Full time

**Permanent full-time position**

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

**Work phone provided**

**About the role**

We are seeking an experienced, customer-centric and compassionate animal lover to lead our Client Care team to provide the best pet aftercare service in Australia.

Reporting to the General Manager, you will manage our team of Client Care Coordinators to ensure they have the support and guidance to deliver an exceptional level of service to our vets and clients.

In conjunction with the day-to-day management of real-time queues, you will be responsible for the professional development of your team through the provision of coaching, mentoring, structured staff training and performance management.

**Your responsibilities**
- Provide back up support to the team as required
- Coordinate and schedule pet aftercare bookings with both the public and vet clinics
- Assist clients who bring pets to our premises
- Develop strong working relationships with key stakeholders including the Relationship Managers, Drivers and other key operational teams
- Set KPIs for the team and check progress ensuring the Client Care team understands their responsibilities
- Manage escalated and complex customer enquiries ensuring resolution in a timely manner and convert these into learning opportunities
- Manage rosters and associated costs in accordance with budgets
- Actively mentor and develop direct reports, provide coaching and feedback on an informal, day-to-day basis, as well as via regular one-on-one catch-ups and performance reviews
- Effectively prioritise and coordinate resources across competing requirements
- Collaborate with your interstate counterparts to inform best practice nationally
- Has a passion for animals and understands the importance of pet aftercare
- Has 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 levels
- Has a minimum of 2 years experience in a customer service management role in a contact/call centre environment

**What we can offer you**:

- Work phone
- Our strong people-first culture
- 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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