About the Role

As the Hunter Region’s only fully staffed 24/7 emergency and specialist animal hospital, AREC has built a reputation for excellence in care — not just for animals, but for the people who love and treat them. In this pivotal role, you’ll oversee our reception and administrative operations, lead a dedicated client services team, and play a key part in shaping the experience we deliver to every pet owner, every referring veterinarian, and every visitor who walks through our doors.

While your home base will be our Broadmeadow hospital Monday to Friday, you’ll be leading and supporting a reception team that operates around the clock, ensuring smooth, efficient, and compassionate service at all hours.
 

Key Responsibilities

Leadership & Team Management

• Lead by example, actively participating in reception duties with hands-on leadership.
• Motivate, coach, and develop our Client Services Representative (CSR) team to optimise performance and enhance the client experience.
• Foster a culture of trust, recognition, and teamwork.
• Provide regular feedback and performance evaluations to nurture staff growth.

Operational Oversight

• Manage the daily administrative operations of our front-of-house, maintaining a well-organised, welcoming and efficient environment.
• Develop and maintain policies and procedures to improve operational flow.
• Coordinate office equipment maintenance and liaise with external contractors.
• Oversee supplies management and inventory control.

Client Experience & Communication

• Ensure the reception area is welcoming and professionally equipped to deliver exceptional client service.
• Handle client inquiries, concerns, and complaints with empathy and professionalism ensuring exceptional satisfaction levels.
• Develop and lead training programs focused on elevating client communication and service excellence with consistency across all departments
• Collaborate with marketing to build and maintain strong client relationships.
• Support seamless patient care coordination between general practice and referral veterinary practices.

Financial & Reporting Duties

• Assist with budgeting, billing, financial record-keeping and compliance
• Work with the accounts team on debt management strategies.
• Prepare regular reports on reception activities, efficiencies, customer satisfaction, and retention.

Compliance & Systems

• Provide basic IT troubleshooting and maintain process documentation to support staff training and customer service delivery.
• Take a key responsibility for ensuring the hospital’s facilities meet all Workplace Health and Safety (WHS) requirements, proactively managing compliance and addressing risks.
• Maintain compliance with veterinary accreditation standards and ensure a safe, functional, and compliant environment for clients, patients, and staff.
• Provide basic IT troubleshooting and maintain process documentation to support staff training and ensure consistent, high-quality customer service delivery.

Collaboration, Strategic Leadership & Continuous Improvement

• Take ownership of developing, executing, and managing large-scale, strategic projects that directly support the hospital’s ongoing business objective of Continuous Client Improvement.
• Lead cross-functional initiatives aimed at elevating client service delivery, driving measurable improvements in client satisfaction, operational efficiency, and team performance.
• Collaborate closely with the clinical and leadership teams to align project goals with overall hospital strategy, ensuring initiatives deliver sustainable, long-term impact.
• Contribute proactively to administration duties and hospital-wide projects as directed by the Practice Manager, demonstrating adaptability, strategic thinking, and a results-driven mindset.