Client Care Manager

5 days ago

Wollongong, New South Wales, Australia Edenhills Lawnswood Pet Cremation Full time

**Permanent full-time position**:

- ** Monday to Friday, 8 am - 5 pm**:

- ** Work phone provided**

Forming part of the wider InvoCare brand, Patch & Purr is a leading provider of pet cremation services in Australia with a national footprint.

Through our dedicated and caring team, we offer dignified farewells for much loved family pets through our best-practice cremation services.

**About the role**

We are seeking an experienced, customer-centric and compassionate animal lover to lead our Client Care team and ensure they have the support to deliver exceptional service to our vets and clients.

Your responsibilities:

- Coordinate and schedule bookings with the public and vet clinics
- Assist clients who bring pets to our premises
- Actively mentor direct reports by providing feedback on an informal, day-to-day basis, as well as via regular one-on-one catch-ups and performance reviews
- Manage escalated customer enquiries ensuring resolution in a timely manner
- Set KPIs for the team and monitor progress
- Effectively priorities and coordinate resources across competing requirements
- Manage rosters and associated costs in accordance with budgets
- Develop strong working relationships with key stakeholders including our Relationship Managers, Drivers and other key operational teams
- Collaborate with your interstate counterparts to inform best practice nationally
- Provide back up support to the team as required
- Passion for animals and understands the importance of pet aftercare
- Significant, successful experience in a similar leadership role
- Shares our passion and commitment to exceptional customer service
- Can demonstrate an outcomes-focused approach balanced with compassion
- Has excellent communication (written and verbal) skills and high energy level
- Has a minimum of two years experience in a customer service management role in a contact/call centre environment

**What we can offer you**:

- Work phone
- Our strong people-first culture
- InvoCare Employee Share Plan
- Access to Employee Assistance Plan and annual Flu vaccination
- InvoCare group access to discounted funerals
- Birthday leave
- Lifestyle Rewards program

**Application process**

We are pride ourselves on being caring, down to earth and professional. Tact, discretion and integrity are attributes that we rate very highly.

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