[Hiring] Client Services Supervisor @Greencross Pet Wellness Company

Role Description

Are you an experienced veterinary nurse with previous people management experience who enjoys developing others, solving problems and helping teams deliver a great client experience? An exciting internal opportunity is available to join Greencross Client Services (GXCS) as a GXCS Client Services Supervisor.

GXCS operates Monday to Friday from 8:00am to 6:00pm AEDT. As part of our leadership structure, we will have two Client Services Supervisors supporting the team across these operating hours. The roster for this Supervisor position will be:

• Monday: 9:30am to 6:00pm AEDT
• Tuesday to Friday: 10:00am to 6:00pm AEDT

This is a fully remote role, leading and supporting a team who also work remotely. While many of our team members have never met face-to-face, we’ve built a genuinely connected and supportive team culture that we’re incredibly proud of. We’re looking for someone who values that culture and will actively help us maintain and strengthen it, making sure our people continue to feel connected, supported and part of a team regardless of where they are working from.

This role is a great opportunity for an experienced people leader who is looking to bring their veterinary knowledge and management experience into a client services environment. Working closely with the Vet Client Services Manager and alongside the other GXCS Client Services Supervisor, you’ll be responsible for leading and developing a team of Client Service Representatives and supporting the day-to-day delivery of our client services function.

What you’ll be responsible for

• Directly managing and developing a team of Client Service Representatives in a fully remote environment
• Building connection, engagement and a strong team culture across a geographically dispersed team
• Coaching and supporting team members through regular one-on-ones, quality reviews and day-to-day guidance
• Managing performance discussions and supporting individual development
• Monitoring call and ticket queues and coordinating staffing to support service demand
• Managing rosters, breaks, attendance and leave requirements for your team
• Supporting customer and clinic escalations
• Contributing to recruitment, onboarding and team development
• Supporting quality assurance, continuous improvement and process enhancements
• Building strong working relationships with Greencross clinics, Practice Managers, Area Managers and Support Office teams
• Providing phone support during peak periods or when operationally required
• Contributing to GXCS reporting, workforce planning and other shared leadership responsibilities

Qualifications

• Previous experience directly managing people, including coaching, development and performance conversations
• Demonstrated leadership or supervisory experience
• The ability to effectively lead, engage and support a fully remote team
• Certificate IV in Veterinary Nursing or equivalent
• Previous experience in a customer service, contact centre or operational support environment
• Strong communication and interpersonal skills
• Strong organisational and time-management skills
• Experience with systems such as Zendesk, UKG or similar customer service and workforce management platforms
• Experience with recruitment, onboarding and staff training
• Continuous improvement or process improvement experience
• A genuine commitment to creating and maintaining a positive, inclusive and connected team culture

Benefits

• This is an opportunity to use your veterinary nursing knowledge and existing people leadership experience in a different way, supporting clients, clinics and a dedicated team of veterinary professionals.
• You’ll be joining a team that has built a strong culture despite working remotely.
• You’ll have the opportunity to play an important role in continuing that culture, developing our people and helping the team stay connected as GXCS continues to evolve.
• You’ll also have the opportunity to continue developing your own leadership capability, contribute to improvements across GXCS and build relationships with teams across the Greencross network.