Client Services Manager

**Job Description** Full-time Client Services Manager - CARE Collingwood**
- ** Permanent full-time basis, remuneration range $80,000 to $90,000.**:

- ** An industry leading team based in the heart of Melbourne.**:

- ** Fully equipped hospital with modern facilities.**

The Centre for Animal Referral & Emergency (CARE) is currently recruiting for an enthusiastic and conscientious full-time Client Services Manager (CSM) to support the organisation in delivering a consistently exceptional customer service experience to our valued clients and referring veterinarians.

CARE is a busy, multi-specialist veterinary hospital located in Collingwood, close to the Melbourne CBD. The clinic was created with the goal to provide the highest standard of patient care in a cooperative, team-oriented environment that respects, supports and encourages the personal wellbeing and professional development of all staff.

The **Client Services Manager** (CSM) is a key role within the organisation, overseeing our frontline client service operations. The role is primarily focussed on coordinating and delivering an exceptional customer service experience to external stakeholders.

This is a permanent full-time (38hrs/week) position, with the core of hours rostered Monday to Friday, during regular business hours, however the CSM remains on-call to reception staff who require supervisor support and/or are unable to attend work.

Reporting to the Hospital Manager, and working closely with the Nursing Manager, typical tasks and responsibilities include:

- Rostering, mentoring, management and support of the reception and its staff.
- End-to-end management of referral appointment requests, including scheduling, financial estimates, procuring patient histories, and facilitating client and interdepartmental communication.
- Proactive management of client expectations and feedback, resolving and/or escalating issues as appropriate.
- Coordinating extramural placements of students within the hospital.
- Ensuring public-facing areas of the hospital are maintained to an impeccable standard
- Monitoring and regular reporting of customer service trends, metrics, issues.

This role would suit an enthusiastic and mature current/former veterinary nurse looking to transition from clinical work while maintaining close ties with the industry. Previous leadership experience in a Veterinary or professional services environment would also be well regarded.
- Min. 2 years+ experience in a Client Services leadership role
- Proven customer service and conflict resolution abilities
- A high level of MS Office proficiency
- Strong written, verbal, and numerical skills
- Great attention to detail
- EzyVet or other Veterinary PMS systems experience an advantage

**Life at CARE**
- Competitive remuneration ($75,000 to $90,000) commensurate with skills and experience.
- Membership of a friendly, supportive, and highly productive team of Client service representatives, nurses and veterinarians.
- A workplace that is focused on employee wellbeing, professional satisfaction, and sustainability.
- Access to our Employee Assistance Program (EAP), providing free and confidential counselling on issues of work, money, family, health, and everything in between.
- Great staff amenities which include complimentary snacks, beverages, espresso coffee, and fresh fruit delivered weekly.
- Discounts on a range of hospital products and services.
- An easy commute to work, owing to our close proximity to multimodal public transport and major arterial freeways. Secure off-street staff car parking is available.
- A centrally located workplace in one of Melbourne's most exciting lifestyle precincts.

**How to Apply**

CARE is an equal opportunity employer, and we value diversity. We do not discriminate based on race, religion, gender, sexual orientation, or age.