Customer Service and Grooming Team Leader

2 weeks ago

Adelaide Airport South, Australia Beau's Pet Hotel Full time $60,000 - $90,000 per year
  • Full-time leadership position
  • Located in West Beach next to Harbour Town
  • Great team environment

About Beau's Pet Hotel

Beau's is a state-of-the-art Pet Hotel that offers a safe and loving holiday and Daycare experience for fur babies We offer both standard and luxury accommodation for cats and dogs, doggy Daycare, Grooming services as well as Beau's Training School. Beau's is conveniently located in the Adelaide Airport precinct, right next to Harbour town.

All profits from Beau's Pet Hotel are returned to Guide Dogs SA/NT to enable independence, participation, inclusion and wellbeing for people living with vision loss, and other specialised needs through the provision of Guide Dogs, Assistance Dogs and specialist services.

About the role

Reporting to the Operations Supervisor, the Customer Service & Grooming Team Leader is responsible for leading Beau's Customer Service and Grooming teams in the provision of outstanding customer service to clients and internal and external stakeholders. The role contributes to meeting sales targets across all business lines and will work closely with other members of the Beau's Pet Hotel team and business support areas.

Responsibilities of the role include, but are not limited to:

  • Supervise and lead the Customer Service and Grooming Teams as the 'face' of Beau's, ensuring the provision of excellent, thorough, friendly and respectful customer service.
  • Lead, mentor and inspire the customer service and grooming teams to achieve and exceed KPIs
  • Monitor staff performance and provide constructive feedback, coaching and undertake performance management when necessary
  • Review and respond to customer feedback including managing escalated complaints, concerns and issues that arise.
  • Maintain a positive attitude in all situations, ensuring that each client's overall expectations are met
  • Manage daily operations of customer service including new customer registrations, bookings, payments and responding to customer service requests and queries.
  • Manage the Grooming team and associated bookings, payments and ensure team targets are achieved.

About you

You have proven leadership experience within a customer service environment, backed up with loads of energy and a love of working with both animals, people and data to help you achieve the expectations of the role as well as:

  • Impeccable communication and relationship building skills with an ability to keep calm under pressure
  • Experience implementing and optimising customer service processes and driving the achievement of KPIs in a customer service setting
  • Experience in the use of customer software, highly competent in the use of the Microsoft Office program suite with the ability to quickly learn new programs
  • A passion for delivering exceptional customer experiences
  • Alignment with our values
  • You love animals

A current Driver's License and Police Clearance will be required.

For a complete description of the role's key responsibilities and requirements, please review the
 

Position Description
via the Apply button.

For a confidential discussion please call Lauren Lewis, General Manager Beau's Pet Hotel on

Please ensure your application addresses the requirements of the role as described in the Position Description and enter your details on our website via the 'Apply' button.

Applications close 9:00am Thursday 11 September 2025

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