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Animal Emergency Australia Logo Animal Emergency Australia · Customer Service

Client Care Manager

Australia, Cannington, Perth 40.00 - 49.00 AUD / Hour · Job Posted March 19, 2026
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Job Description

Lead our Client Care team in a fast-paced emergency veterinary hospital - providing exception CX! This role is perfect for someone who loves leading service teams, supporting people through emotional situations, solving problems quickly, and creating exceptional customer experiences. In an emergency veterinary hospital, no two shifts are the same. You’ll lead a team that helps pet owners through some of their most stressful moments — making compassion, resilience and communication key to success.

Job Responsibility

  • Leading the CCR team
  • Managing the client journey from arrival to discharge
  • Resolving complex customer concerns
  • Supporting team training and performance
  • Strengthening relationships with referring vets
  • Maintaining leadership presence during busy periods
  • Supporting the CCR team with triaging incoming client enquiries
  • Coaching team members on communication and service delivery
  • Resolving client concerns with empathy and professionalism
  • Monitoring workflow, wait times and client experience
  • Managing rostering and team resourcing
  • Reviewing client feedback and implementing service improvements
  • Building relationships with referring veterinary clinics

Requirements

  • Customer service leadership or CCR management
  • Veterinary reception, healthcare, hospitality or service industries
  • Managing complaints and complex customer interactions
  • Coaching and mentoring team members
  • Working in fast-paced environments
  • High level resilient under pressure
  • Calm and compassionate with distressed clients
  • Confident leading a team
  • Highly organised and solutions-focused
  • Passionate about delivering exceptional service

What we offer

  • Staff discounts on veterinary care
  • Career development opportunities
  • Supportive leadership and team culture
  • Work in a modern emergency veterinary hospital
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