Client Care Coordinator

3 days ago

Bendigo, Victoria, Australia Invocare Full time

Client Care Coordinator – Pet Aftercare Services
Be the heart of a compassionate brand supporting pet families through their journey of loss.
Location: Edenhills, Maddingley Employment Type: Casual
About Us
At Edenhills, part of the InvoCare Group, we honour the unconditional love pets bring to our lives.
We provide respectful and professional pet aftercare services to grieving families.
We're seeking a compassionate and detail-oriented Client Care Coordinator to join our Client Care Team and help us deliver our purpose with empathy and excellence.
About the Role
As a Client Care Coordinator, you'll be a key point of contact for pet families and veterinary clinics, ensuring a seamless and compassionate experience through every step of the pet aftercare process.
Key Responsibilities
Provide empathetic customer service across phone, email, online chat, bookings, and social media
Coordinate pet viewings, ash collections, and client visits with professionalism
Prepare pets and viewing rooms to company standards
Liaise with internal teams to ensure smooth service delivery
Manage client payments, including Zip Pay and Vet Pay
Schedule and manage vet, home, and office collections
Accurately process client and vet data and maintain records
Assist with reporting, manifests, and travel logistics
Uphold hygiene, safety, and presentation standards
Attend team meetings and contribute to continuous improvement
Support induction of new veterinary clinics and assist with client follow-ups
What We're Looking For
Emotionally intelligent and compassionate individual
Strong communication and customer service skills
Physically capable of lifting moderate weights (upto 20 kilos) and standing for extended periods
Q Fever vaccinated (or willing to obtain)
High attention to detail and ability to follow procedures
Comfortable working in emotionally sensitive environments
Ability to work independently and collaboratively
Our Values – CARES
Collaboration – We respect one another and achieve more together
Accountability – We act with integrity, honesty, and fairness
Responsiveness – We put clients first, listening and acting to exceed expectations
Excellence – We innovate and improve continuously
Safety – We keep everyone safe, everywhere, every day
Why Join Us?
Be part of a purpose-driven organisation
Supportive and caring team culture
Training and development opportunities
Make a meaningful impact in people's lives

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