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Animal Emergency Australia Logo Animal Emergency Australia · Customer Service

Client Care Manager

Australia, Cannington Employment contract 40.00 - 49.00 AUD / Hour · Job Posted May 10, 2026
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Job Description

Animal Emergency Australia (AEA) and Perth Vet Emergency (PVE) Cannington are seeking an experienced and people-focused Client Care Manager to lead our Front of House (Client Care) team in a fast-paced, 24/7 emergency hospital environment. This is not your typical customer service role, this is a critical leadership position where you will shape how clients experience emergency care at some of their most vulnerable moments.

Job Responsibility

  • Lead, coach, and develop a high-performing Client Care Representative team
  • Ensure exceptional, compassionate service from arrival to discharge
  • Take ownership of the entire client journey, balancing emotional intelligence with operational excellence
  • Drive improvements in systems, processes, and team capability
  • Strengthening relationships with referring veterinarians
  • Managing complaints and complex client situations
  • Improving workflow, wait times, and service consistency
  • Supporting business growth and hospital performance

Requirements

  • Leadership experience in a 24/7 hospital or high-volume environment with rotational rosters
  • Strong client experience background (service delivery, complaints resolution, high-pressure situations)
  • Demonstrated ability to lead, coach, and develop teams
  • Experience improving systems, processes, and operational workflows
  • A natural problem solver who can think on their feet
  • High emotional intelligence and communication skills

What we offer

  • Flexible working environment
  • 17.5% leave loading
  • Career progression across a national ECC network
  • Access to leadership development and training opportunities
  • Supportive, values-driven culture
  • Exposure to innovative systems and operational excellence initiatives
  • A workplace that genuinely invests in people, culture, and work-life balance
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