Client Relations Officer

About us

Lort Smith is a Melbourne icon, serving its people and animals for 89 years. We are Australia's biggest not-for-profit animal hospital treating over 20,000 animals a year across two locations.

About the Role

As a Client Relations Officer at Lort Smith, you'll be the welcoming face and first point of contact for clients at our North Melbourne Animal Hospital. This is a rewarding opportunity to support pet owners through often difficult moments, offering compassionate, high-quality customer service that truly makes a difference.

In this vital role, you'll be responsible for:

• Booking appointments and managing client schedules
• Handling enquiries both over the phone and in person
• Clearly and efficiently communicating client needs to the clinical team

Your work will be essential to the smooth and effective operation of the hospital, helping ensure every client and their beloved pet receives the care and support they need.

This can be a full-time or part-time position (45 hours per fortnight) with a mix of weekday and weekend shifts available.

Responsibilities

• Ensure appointments are appropriately booked, managed and confirmed
• Handle all calls in a timely, professional manner
• Provide appropriate solutions to client enquiries
• Effectively manage customer objections/complaints and escalate where required
• Accurately communicate fees to clients at the time of booking
• Educate clients about financial assistance they may be able to access via our Good Shepard program and other options

About You

You bring a client-first mindset and understand the importance of being the welcoming face for our clients and their pets. With strong communication skills—both in person and over the phone—you're approachable, proactive, and able to build trust and rapport quickly. Your empathy and compassion shine through in every interaction, ensuring clients feel supported and understood.

You're adaptable and open-minded, radiating confidence, authenticity, and warmth to create a truly exceptional client experience. You take ownership of your decisions, always considering their broader impact. Thriving in a fast-paced environment, you're energised by variety and enjoy engaging with a diverse range of people and situations—where no two days are ever the same.

You'll have:

• Demonstrated commitment to delivery of high-quality customer service
• Experience in a front-line customer service role
• Strong customer focus - demonstrated understanding of customer expectations and needs
• Advanced problem-solving and conflict resolution skills
• High level of computer literacy
• Proven ability to work both autonomously and as part of a team
• Excellent written and verbal communication skills
• Interest in and passion for animal healthcare
• Experience using booking systems in a hospital environment (desirable, but not essential)
• Experience in an animal shelter, veterinary practice or hospital environment is desirable, but not essential
• Availability to work a mix of weekdays and weekends

Benefits

• A supportive and inclusive team environment
• Rewarding work that provides community-based veterinary and animal welfare services
• Discounted veterinary treatment and pet products
• Access to a highly regarded Employee Assistance Program, delivered by one of Australia's leading centres for psychology
• Pet friendly policies

To learn more about Lort Smith and the work we do, please visit  or look us up on Instagram or LinkedIn.

If you are excited about the prospect of joining our team and making a difference, please apply directly via this platform, including a cover letter and an updated CV.

Please note: We will begin interviewing suitable candidates as applications are received. If you're interested in this opportunity, we encourage you to apply as soon as possible, as the listing may close early once the right candidate is found.

Lort Smith is an equal opportunity employer and actively supports workplace diversity, equity and inclusion.