Client Services Team Leader - AEC + Specialty Care Moorabbin

Company Description

This is an exciting opportunity to contribute to the success of our brand-new hospital in Moorabbin, which opened in February. We are seeking an experienced Client Services Team Leader , to lead and supervise our strong Client Service Representative team, driving improvements in service delivery and fostering a positive and cohesive team culture.

The successful candidate will be critical in ensuring our clients receive outstanding customer service. You will be dedicated, conscientious, with a genuine love for animalsand effective in your written and verbal communication with clients and other hospital staff.

As a part of the Client Services team, your duties will include :

• Handling a high volume of inbound calls and email enquiries
• Managing all client inquiries and concerns with professionalism and empathy
• Welcoming clients and their pets to the hospital
• Booking and managing appointments in emergency and speciality departments
• Invoicing and taking payments – including cash and EFTPOS
• Processing payments on Vetpay, Zippay and Afterpay
• Processing GapOnly and managing Insurance Claims
• Coordinating with other hospital departments to ensure seamless client experiences
• Data entry and requesting documents from referring vets and clients
• Liaising with referring vets
• Overseeing the rostering of your direct reports and managing timecards and leave requests
• Undertaking training, mentoring, and leadership for your direct reports
• Ad-hoc administrative duties
• As a 24 / 7 hospital, shifts will include weekdays, weekends, public holidays and evenings

In addition to the above, the Client Services Team Lead will oversee all aspects of customer care ensuring exceptional service delivery, while providing leadership and support to the Client Services team. Duties of this role will also see you;

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