The Austin Vet Specialists is growing, and we are looking for an experienced and people-orientated Client Experience Manager with excellent communication skills and a positive demeanour.

We are seeking a highly qualified person who has strong people management experience within a complex environment and is keen to lead and nurture a growing Client Care team in the animal health sector.

The ideal candidate will lead our Client Care team, foster our relationships with referring clinics, and look after our customers.

The role

The primary role of the Client Experience Manager is to supervise, manage and nurture the Client Care team. That means you’ll be closely involved with their role to understand the first point of contact experience and the overall customer experience to enable us to bring to life our aim for best practice and awesomeness.

In addition to providing excellent customer service to clients and ensuring that front desk operations run smoothly, the Client Experience Manager will focus on:

ensuring the referral process is running efficiently and effectively between clients, referring vets and our clinical team;

development of the Client Care team, including induction, rostering, coaching, and performance management;

managing complaints with timely, fair and effective resolutions with empathy and professionalism;

developing, implementing and maintaining new ideas towards continuous improvement in both administration and customer service;

build relationships with referring clinics and (help) organise events and promotions activities

About us

The Austin Vet Specialists is an independent-owned veterinary specialist centre (it makes a difference!). Referring vets entrust us with the care of their clients and pets, and this trust is paramount to everything we do. Our purpose-built specialist veterinary centre is designed around the idea of “working together” and is equipped with state-of-the-art equipment. We pride ourselves on our attitude to care and the ability to work together respectfully and effectively.

Essential to the role:

Batchelor’s Degree or Diploma in Hospitality Management, Business Administration, Communications or a related field

Minimum 3 years experience in proven leadership with the ability to coach, mentor and inspire teams

Ambition and drive to take on a leadership role within a Client Care team

Ability to demonstrate and encourage positive, human-centric leadership and teamwork

Prior experience in client relationship management or the customer care industry

Additional useful skills

Maintain a positive demeanour even under stress

Support each team member in their personal growth and ambitions, enabling and empowering their professional journeys

Possess the ability to ask whether you can work differently or do things in a better way without finding fault or laying blame

We love new ideas (innovation) so this is a fantastic opportunity to input your original ideas, no matter how novel! All ideas are valid, not all will work; we just need people with the courage to try

What’s in it for you?

We support each team member in their personal growth and ambitions, enabling and empowering their professional journeys. We will invest in your continuing education, but need you to bring the motivation.

This is a permanent, full-time position. In order to attract the perfect person for this role, we have a flexible approach to remuneration based on your experience and potential – talk to us to find out more!

Prior veterinary experience is not essential. If you come from a completely different industry that has transferable skills and believe that you could deliver an awesome experience for animals and their owners, we want to hear from you!

If you believe you have the talent to fulfil this role and want to be a part of a friendly, but dynamic environment, please Apply Now.

Be sure to include:

your reason for applying and what attracted you to The Austin.

your career goals and relevant prior experience.

All applications will be treated confidentially, but please make sure you include contactable referees.

Please note that applications will close Monday 25th August 2025 unless the position is filled prior to this date so submit your application promptly.