Client Services Team Leader

Are you an experienced customer service leader who thrives on developing high-performing teams and delivering exceptional client experiences?

Join one of Australia's leading veterinary specialist and emergency hospital networks and take the next step in your leadership career. This is more than a traditional customer service leadership role. As our Client Services Team Leader, you’ll have the opportunity to influence service excellence across a growing specialist and emergency hospital while developing a high-performing professional team that plays a critical role in the client and patient journey in a purpose-driven healthcare environment.

Why Join SASH?
At SASH, we recognise that exceptional client experiences start with exceptional people. When you join our team, you'll become part of a supportive, collaborative environment where your contribution is valued and your development is encouraged.

Benefits and Perks Include:

• Career progression opportunities within one of Australia's leading veterinary hospital networks
• Ongoing leadership development and professional growth
• Access to internal and external learning opportunities
• Work alongside highly skilled specialists, emergency clinicians, and industry leaders
• Be part of a purpose-driven organisation dedicated to helping pets and their families live their best lives
• Employee Assistance Program (EAP) providing confidential wellbeing support
• Sash Paid Parental Leave
• Flare Discounts and Benefits (everyday essentials across more than 500 retailers, plus big‑ticket items like health insurance, utilities/energy, home loans, travel, and cars.
• A collaborative and supportive leadership team that invests in your success
• Employee discounts for your own pets*
• Modern specialist and emergency hospital facilities
• A values-driven culture focused on teamwork, compassion, accountability, and excellence
• The opportunity to lead a team that makes a meaningful difference to clients during some of the most important moments in their pets' lives

About the Role
This is an exciting opportunity for a motivated and people-focused leader to shape the performance, culture, and success of our Client Services team.
As Client Services Team Leader, you will play a pivotal role in ensuring every client, patient, and referring veterinarian experiences the highest standard of care and service from their first interaction with SASH.

Leading from the front, you will be responsible for developing a highly engaged and high-performing team while driving service excellence, operational efficiency, and continuous improvement across the client journey.
Key responsibilities include:

• Leading, coaching and developing the Client Services team
• Building a positive, accountable, and collaborative team culture
• Driving exceptional service standards and client satisfaction
• Managing rostering, workforce planning, and leave coordination
• Supporting recruitment, onboarding, and team development
• Conducting performance reviews and career development planning
• Identifying opportunities to improve systems and workflows
• Building strong relationships with pet owners, referring veterinarians, and internal stakeholders

Why This Opportunity Stands Out
If you're passionate about leadership, service excellence, team development, and making a genuine impact, this is an opportunity to build a rewarding career with an organisation that is transforming veterinary care across Australia.

About You
We're looking for an experienced leader who is passionate about customer service and knows how to bring out the best in people.
You will be someone who:

• Has proven experience leading customer-facing teams
• Creates engaging and positive team cultures
• Demonstrates exceptional communication and relationship-building skills
• Is confident coaching, mentoring, and developing team members
• Takes ownership and thrives in a fast-paced environment
• Has strong organisational, administrative, and problem-solving skills
• Is driven to deliver exceptional client experiences
• Leads with empathy, professionalism, and accountability

Experience in veterinary healthcare, specialist services, hospitality, or other high-service environments will be highly regarded.

Why This Role Matters
Every day at SASH, our Client Services team supports people during some of the most emotional and important moments in their pets' lives.
As the leader of this team, you will help ensure these experiences are delivered with compassion, professionalism, and excellence. Your contribution will directly impact client satisfaction, team engagement, and the overall success of our hospital.

If you're looking for a leadership role where you can truly make a difference while growing your career, we'd love to hear from you.

To apply, please click "Apply Now" and submit your CV and cover letter.
Join SASH Gold Coast and become part of a team dedicated to providing exceptional care for pets, their families, and each other.