Customer Care Team Leader

2 weeks ago

Essendon Fields, Australia Animal Referral Hospital Full time

Company Description
**We have the rare opportunity for an experienced Customer Care Team Leader to join our growing team on a Full Time Basis**

As the Customer Care Team Leader, you will be responsible for directing and managing our front-of-house team to provide exceptional customer service in a dynamic veterinary hospital setting.

**About Us**:
ARH Essendon Fields is a 24hr multi-disciplinary specialist and emergency veterinary hospital located 8 km (5.0 mi) north-west of Melbourne's central business district. Our team of exceptional veterinarians, nurses, and support staff are committed to providing the highest quality emergency, medicine, surgical, oncology, ophthalmology and diagnostic animal services to the pet owners of Melbourne.

**About the Role**:
Our Customer Care Team requires a Team Leader to co-ordinate daily operations, manage staffing resources, and assist in maintaining our high customer service standards we are passionate about. This is a permanent full-time position with a focus on managerial, training and administrative duties.

**The Customer Care Team Leader’s 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**:

- Demonstrated 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

This position offers an opportunity to work with some of the best clinicians in their field, in a professional and challenging yet enjoyable workplace. **You can enjoy a competitive salary PLUS**:

- Discounts on Hills Products for your pet
- Discounts at our Petbarn stores
- Close to public transport
- Access to a wealth of continuing education
- Free annual influenza vaccination
- Free access to confidential Employee Assistance Program LifeWorks 24/7

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