Customer Experience Lead

Do you start the day excited about connecting with the customers you serve?

Would you like to support a dedicated team to deliver extraordinary customer service?

Would you be a good fit for a role that requires leadership, creativity, patience and compassion?

Barossa Veterinary Service is seeking a confident customer service professional who has experience leading a successful team and wants to apply their skills in a unique business environment. We are not a ‘normal’ place to work! Our purpose is building connections to inspire change – we are innovative and progressive in our team development, services and patient care. We value learning, team commitment and creating magic moments for our patients and their humans.

This is not your average customer service role, and we are not looking for the average person. This is a new role and a full-time position.

Our ideal candidate will:

Navigate a busy yet rewarding working day with a can-do attitude and positive mindset,

Be curious about people and an innovative problem solver,

Demonstrate attention to detail, warmth, and a genuine passion for the human-animal bond,

Thrive with variety and genuinely care about leading and developing a team of dedicated individuals.

Core responsibilities:

Leading the Customer Care team to deliver outstanding customer satisfaction

Connecting customer facing and clinical teams to create a cohesive experience for clients – addressing needs and delighting them with the service at each interaction point

Maintaining our high standards of greeting clients, answering phones, and meeting the needs of patients and their humans in the waiting room

Being our ‘go-to’ contact for solving problems and anticipating needs for our clients

Skills and experience required

Experience in a Customer Service or Sales role

Experience in team management, organisational behaviour and leadership

Proven ability to work well in a busy environment

Ability to interact and communicate with people in a professional, confidential and compassionate manner

Willingness and ability to go above and beyond to deliver a memorable and positive customer experience

High level of accuracy and attention to detail

A willingness to use initiative, and strong problem-solving skills.

Excellent digital competency across multiple online platforms and devices

Previous experience in in the Veterinary or Healthcare/Medical industries is advantageous, yet not essential

Capability to discuss financial matters in a compassionate way

Confidence & ability to work autonomously

Who we are

We are a community-minded and family-owned business with over 40 years of history supporting the Barossa. We are committed to excellence in staff fulfilment, patient outcomes and client satisfaction.

Barossa Veterinary Service is the winner of the 2022 Australian Veterinary Association Business of the Year, a State Winner in the Telstra Best of Business Awards in 2024, Runner up in Australia’s Best Led Veterinary Practice 2023 and Australian Small Business Champion Awards finalist 2023.

What we offer

A growing business that does things differently

Above award salary – salary dependent on experience

A team like no other – supportive, fun and hard working

A commitment to learning and development opportunities

Quarterly team Wellness days

RDO for your birthday

Regular team meetings

Employee of the Year award and Leadership awards

Fun Fridays

Interested?

To apply, please submit a written resume, and a video summary, no longer than 5 minutes.

Please include in your video application:

• What attracted you to apply with us?

• Previous relevant experience and what makes you a strong candidate

• A brief story of the impact animals have had in your life

Applications or questions to Josh Harper, 0403729794 or [email protected]