About the Role:
We are seeking an experienced Client Care Manager (CCM) to lead our dynamic front-of-house (CCR) team. This role is pivotal in ensuring a positive, seamless, and compassionate experience for every client — from emergency arrivals to aftercare follow-up.

As Client Care Manager, you will:

• Lead and coach a team of Client Care Representatives
• Champion a culture of empathy, accountability, and service excellence
• Oversee FOH operations including rostering, workflows, and service delivery
• Drive referral relationships and community engagement
• Collaborate with hospital leadership to deliver business growth and exceptional care

About You:
You’re a natural leader who thrives in a fast-paced, client-facing environment and enjoys leading a team with heart and purpose, whilst ensuring high level of standard in service and customer experience.

You’ll bring:

• Leadership experience managing a team in a customer-focused environment
• High-level communication, conflict resolution and coaching skills
• Proven ability to manage operations and improve service workflows
• Marketing or community engagement experience (desirable)
• Veterinary, medical or emergency services background (advantageous, not essential)

Why Join Us?

• Competitive wages ($85,000-$92,000) + 17.5% Annual Leave loading + plus super
• Significant discounts on pet treatments and products
• Access to our Fitness Passport program
• A dedicated wellbeing committee offering resources like mental health first aid, flu vaccinations, and wellness podcasts
• Comprehensive Employee Assistance Program (psychology, nutrition, and sleep support)
• Career development opportunities, including leadership, and management training
• The ability to grow within the company, with internal promotions and transfers available
• Flexible roster structures for improved work-life balance
• Practical perks like stocked snack cupboards

Step into a leadership role that makes a difference – for pets, clients, and your team. !