ABOUT THE OPPORTUNITY

The School of Veterinary Science is seeking a Client Services Officer to deliver exceptional customer service to clients, staff, and students within our busy 24-hour veterinary hospital. As the first point of contact and the ‘face’ of our hospital, you’ll play a vital role in facilitating communication between our veterinary teams and the families who entrust us with their pets’ care. You will play a key role in managing all aspects of administrative duties with professionalism and empathy. This role is suited to someone who thrives under pressure, demonstrates compassion, and brings a high level of attention to detail to every interaction.

ABOUT YOU

The University values courage and creativity; openness and engagement; inclusion and diversity; and respect and integrity. As such, we see the importance of recruiting talent aligned to these values and are looking for a Client Services Officer who has:

• experience in a veterinary or medical reception environment (specialist or emergency vet hospital experience highly desirable)
• a Certificate II or higher in Animal Care (highly regarded, but not essential)
• outstanding organisational and multitasking abilities, with strong attention to detail and the ability to remain calm under pressure
• proficiency with MS Office; experience with veterinary practice software highly regarded, but not essential
• exceptional communication skills — written, verbal, and interpersonal — with the ability to handle sensitive situations with empathy and discretion
• a collaborative mindset with the initiative to work independently when needed, and the judgement to know when to escalate issues.

YOUR KEY RESPONSIBILITIES WILL BE TO:

• provide a warm and professional welcome to clients, manage complex appointment schedules, respond to inquiries, and clearly communicate hospital services and processes
• coordinate patient arrivals and discharges, ensuring accurate documentation and seamless transitions between departments
• manage client accounts, including billing, insurance processing, and payments with precision and confidentiality
• act as a liaison between clients and clinical staff, ensuring timely and effective communication in a high-volume, emotionally charged setting
• respond to concerns and complaints with empathy and professionalism, following up to ensure resolution and satisfaction
• maintain the cleanliness and functionality of the reception and client areas, and oversee inventory of front-of-house supplies
• demonstrate sound judgement and resilience in high-stress situations, ensuring urgent cases are addressed promptly and appropriately
• adhere to all hospital protocols and relevant regulatory standards, ensuring privacy and compliance are maintained at all times
• work across a rotating 5-day work week (2 consecutive days off), with shifts scheduled between 7am and midnight, Monday to Sunday.