Client Care Manager

at  Animal Emergency Australia

ABOUT US

Animal Emergency Australia (AEA) is a network of independent emergency hospitals, general practices, veterinary support, and educational services across Australia. At our core, AEA exists to help veterinary professionals do and be their best. We invest in our team members’ work-life balance, career progression, and personal development, empowering them to excel in the field of veterinary medicine while making a meaningful impact on the lives of animals.
What sets AEA apart is our employee-owned model, a distinctive structure that places decision-making power in the hands of our dedicated team. With no external stakeholders, our focus remains solely on the health and happiness of every pet. This ethos resonates through the newly established Animal Emergency Services (AES) Hawthorn East Hospital, a state-of-the-art facility equipped with cutting-edge veterinary medical technology.
About the Clinic
From advanced imaging and diagnostic tools to fully equipped surgical suites, our hospital is designed to handle a diverse range of small animal emergency cases. At AES Hawthorn East, we empower veterinary professionals with the means to respond swiftly and effectively, ensuring optimal patient outcomes.
Through collaboration with Tooronga Veterinary Hospital, the general practice arm of our purpose-built facility, we are set to provide life-saving services for over 10,000 local pets, offering numerous career prospects for veterinary professionals across Melbourne.

ABOUT THE ROLE

As an integral member of the leadership team, you will be responsible for the development of Client Care strategy, team management, inspiring and developing our dedicated and accomplished Client Care team to be the best versions of themselves and to succeed in whatever they do.
This opportunity is for a CCR Manager to lead our client care team in our AES Hawthorn East practice. This is a part time role (60 hours per fortnight), working a range of shifts across weekdays/nights, weekends and public holidays.

Role responsibilities include:

• Engaging and managing a team of approximately 10 enthusiastic and passionate client care representatives, to ensure they enjoy and are equipped to excel in their roles.
• Monitoring and ensuring exceptional service for our clients and their pets.
• Collaborating with others to develop and implement our client care training programs.
• Managing rostering processes and client care budgets.
• Oversee decision making, complaints management and problem-solving for client and team related matters.
• Competency in team human resource management, with the support of a HR team, to perform functions such as recruitment, performance management, training, team engagement and wellbeing.
• Form part of the hospital’s leadership team to develop and implement client care strategies.

To be successful in this role, you will need:

• Demonstrated experience of at least 3 years managing a client-facing team (experience in the veterinary industry is not required but is highly regarded).
• Demonstrated experience in problem solving and a desire to reach suitable solutions for clients and the business.
• Experience in creating a memorable, warm and professional atmosphere for clients.
• Thrives in fast-paced environment and stays calm under pressure
• Warm personality that loves engaging and building positive relationships with people and animals
• Confident and comfortable with systems, procedures and managing funds
• Strong time management and organisation skills
• Reliable personal transport due to the nature of shift work
• Flexibility to work mornings, weekends & public holidays as require