Bondi Vet Hospital is looking for an experienced Client Care and Relationship Officer to lead the front-of-house team and be the operational glue that keeps 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 end-to-end, mentor junior team members, manage the retail space, troubleshoot on the fly, and take on broader practice support and admin 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, $40 per hour based on experience and scope of responsibility.
What we’re looking for
∙ Significant 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
∙ Genuine interest and love of animals and willingness to build product/food knowledge
How to apply
Please send a 1–2 page CV and cover letter to Kate at [email protected] telling us a bit about your leadership experience and why this role is the right next step for you.
Pay: $38.00 – $40.00 per hour
Benefits:
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Work Location: In person
