AddressOur client is a trusted and compassionate resource for families facing the difficult decision of saying goodbye to their beloved pets. Founded on the core philosophy of providing peaceful and dignified farewells, the dedicated team of veterinarians ensures the highest quality end-of-life care in the familiar and comforting surroundings of home.
The Role
Reporting to the CEO the successful applicant will be responsible for:
* Lead and manage a national team of 10-15 Client Care professionals
* Maintain a positive virtual work environment, boosting team morale and engagement
* Recruit, develop, and performance manage team members.
* Ensure team accountability to key metrics (response times, revenue targets, customer satisfaction)
* Handle emotional customer situations and address service failures with professionalism
* Develop and implement strategies, policies, and procedures for service enhancement and operational efficiency
* Utilise and improve CRM, reporting, payment processing, and rostering systems
* Conduct daily stand-ups, manage high volumes of calls, and oversee appointment bookings
* Drive urgency, prioritise tasks, and delegate effectively using CRM system
* Manage post-appointment administration, including follow-ups, invoicing, and insurance claims
* Handle issue/complaint management and escalation
Benefits:
• Remote role - Sydney Based
• Quarterly L&D opportunities
• Progression opportunities
• Positive culture
Skills & Experience
* Highly motivated with a passion for helping pets and their families
* High emotional intelligence, compassion, and empathy
* Excellent communication, problem-solving, and multitasking skills
* Attention to detail and organisational abilities
* Proven experience in running a client services/client support team
Reference number: BH-5282
Company: Miller Leith
Date posted: 13th May, 2024
Reference number: BH-5282
Customer Support
Company: Miller Leith
Date posted: 13th May, 2024
