- Permanent Part Time role – 60hrs/fortnight | Flexible working environment
- $40 – $49/hr + Super + 17.5% leave loading
- Leadership role where you will shape the client experience. Drive real impact.
Lead the front line of emergency veterinary care. Shape the client experience. Drive real impact.
Animal Emergency Australia (AEA) and Perth Vet Emergency (PVE) Cannington are seeking an experienced and people-focused Client Care Manager to lead our Front of House (Client Care) team in a fast-paced, 24/7 emergency hospital environment.
This is not your typical customer service role, this is a critical leadership position where you will shape how clients experience emergency care at some of their most vulnerable moments.
Why this role stands out
- Part-time, flexible leadership role in a high-impact ECC hospital
- Strong remuneration package + super
- Be part of AEA – one of Australia’s leading ECC networks
- Work with PVE – a trusted name in emergency veterinary care in WA
- Real opportunity to influence systems, processes, and service delivery
- Join a culture that values compassion, trust, integrity, and growth
About the Role
As Client Care Manager, you will lead, coach, and develop a high-performing Client Care Representative (CCR) team, ensuring exceptional, compassionate service from arrival to discharge.
You’ll take ownership of the entire client journey, balancing emotional intelligence with operational excellence , while driving improvements in systems, processes, and team capability.
You will also play a key role in:
- Strengthening relationships with referring veterinarians
- Managing complaints and complex client situations
- Improving workflow, wait times, and service consistency
- Supporting business growth and hospital performance
What You Bring (Must-Haves)
This role requires a proven leader who thrives in complexity:
- Leadership experience in a 24/7 hospital or high-volume environment with rotational rosters
- Strong client experience background (service delivery, complaints resolution, high-pressure situations)
- Demonstrated ability to lead, coach, and develop teams
- Experience improving systems, processes, and operational workflows
- A natural problem solver who can think on their feet
- High emotional intelligence and communication skills
What Sets You Apart
- You bring a growth mindset – always looking to improve how things are done
- You lead with kindness, empathy, and accountability
- You’re comfortable making decisions in fast-paced, emotionally charged environments
- You balance people leadership with operational delivery
- You align strongly to AEA’s values:
We are kind | We take Ownership | We are Transparent | We seek to grow | We are a team
Your Impact
In this role, you will:
- Lead and inspire a high-performing, cohesive FOH team
- Elevate the client and patient experience
- Drive continuous improvement across systems and workflows
- Manage complaints and complex client interactions with professionalism and care
- Influence hospital performance, reputation, and growth
Benefits of Working with AEA & PVE
- Career progression across a national ECC network
- Access to leadership development and training opportunities
- Supportive, values-driven culture
- Exposure to innovative systems and operational excellence initiatives
- A workplace that genuinely invests in people, culture, and work-life balance
Ready to lead, improve, and make a difference?
If you’re a strong leader with a passion for client experience, team development, and continuous improvement, we want to hear from you.
Apply now and be part of shaping the future of emergency veterinary care or send your CV and interest to our Talent Team at [email protected]
