Client Care / Reception

Senior Client Care Officer / Receptionist

Bondi Vet Hospital is looking for an experienced Client Care and front-of-house lead to manage the front desk and be the operational glue that assists in keeping a busy six-vet practice running smoothly.

This isn’t an entry-level reception role. We need someone senior enough to own the client experience out the front, manage the retail space, troubleshoot on the fly, and take on broader practice support and admin / scheduling responsibilities alongside day-to-day client care.

About the role

You’ll be the first and last point of contact for our clients, managing a high volume of inbound calls, bookings, and in-person visits — but this role goes well beyond the front desk. You’ll take real ownership of the client experience and several key areas of the business. 

Expect to:

∙ Manage the front desk and client care/reception team, setting the standard for service.

∙ Own the customer journey making sure clients and their pets are looked after before and after their consult, not just during it

∙ Manage scheduling across six vets, balancing urgent cases, routine bookings, and walk-ins

∙ Manage our retail space and merchandise — stock levels, presentation, ordering, and product knowledge

∙ Coordinate pet insurance for clients, including claims support and being our go-to on policy questions

∙ Ideally manage our social media presence — planning and posting content that reflects the practice

∙ Handle client relationships end-to-end, including sensitive or difficult conversations

∙ Support broader practice operations — rostering input, admin projects, and liaising with the clinical and management team

∙ Train and onboard new client care staff

∙ Be a trusted point of escalation for both clients and team members

You’ll be joining a practice that prides itself on being a genuine team — welcoming, supportive, and busy — in a location a stone’s throw from Bondi Beach.

Pay: above-award, $38-40 per hour based on experience and scope of responsibility.

What we’re looking for

∙ Experience in client care, reception, or practice management — ideally in veterinary, medical, or another fast-paced service environment

∙ Comfortable leading and taking responsibility and initiative.

∙ Strong multi-tasking and prioritisation skills — this role can get busy and you’ll need to keep your head

∙ Excellent judgement and the confidence to handle escalations independently

∙ Warm, professional communication style with clients and colleagues alike

∙ Strong computer skills and ability to learn about pet insurance

∙ Genuine interest and love of animals and willingness to build product/food knowledge