Play an important part of our Pearcedale Veterinary Clinic Team and manage the day-to-day operations of our reception area, including surgery bookings and admissions; triaging patients and assisting theatre nurses where required

 

About RSPCA Victoria

RSPCA Victoria is a non-government, community-based, not-for-profit organisation whose vision is ‘ending cruelty to all animals’. We are Victoria’s best-known and most respected animal welfare organisation.

Our organisation’s purpose is to work with the community to achieve outstanding animal welfare through education, advocacy, and animal care and protection. RSPCA Victoria’s values - clarity and accountability, respect and consideration, and expertise and collaboration - set clear expectations for all our staff and volunteers.

 

About the role

To deliver a high standard of customer service within a veterinary clinic and animal shelter environment.  To ensure the day-to-day operations of the veterinary reception area are effective, efficient, and aligned with RSPCA Victoria’s vision, purpose, and values.

 

Duties and Responsibilities

• Provide a high-level of customer service to clients, including acting as the primary greeter when a client arrives in the waiting area.
• Manage the day-to-day operations of the veterinary reception area, which includes but is not limited to:
  • Ensuring the waiting room is flowing smoothly and that clients are not waiting for extended periods of time, without adequate reason.
  • Ensuring unconfirmed consultations are confirmed prior to the scheduled appointment time.
  • Ensuring surgery bookings and admissions run smoothly, assisting the theatre nurses where required.
  • Answering client and vet enquiries efficiently and positively, including providing a response in a timely manner if unable to answer at the time.
  • Monitoring all clinic emails to ensure they are actioned or assigned to someone as soon as possible after being received.
  • Answering client phone calls, answering general enquiries, and scheduling appointments.
  • Restocking and rotating food and retail items.
  • Maintaining a high level of cleanliness in both the reception and waiting area.
  • Administrative duties as directed, and including microchip forms, daily mail run, stocking stationary, Customer Logic Vet processes etc.
• Develop and maintain a high level of knowledge with respect to products available within the veterinary clinic.
• Assist with information and provide guidance to both clients and RSPCA team members regarding RSPCA internal processes, such as adoption health cover, pet insurance, Well for Life, client orders, stray animals etc.
• Triage patients that are in distress or are presented as an emergency to ensure they receive appropriate care in a timely manner.
• Work effectively and collaboratively with the Senior Clinic team (Business Manager, Senior Veterinarian, Nurse Team Leader) and direct supervisor to ensure a high level of service delivery to both clients and other departments within RSPCA Victoria.
• Train and guide new team members in the reception role as required.

 

What we are looking for from you

• Previous experience in a customer service role, preferably in the veterinary industry or animal welfare sector.
• Exceptional customer service and administration skills with a proven ability to maximise operational efficiency.
• Strong communication skills with the capability to build effective working relationships across multiple departments.
• Ability to stay calm and controlled under pressure with respect to dealing with difficult clients.
• Ability to work in a fast paced and challenging work environment, whilst showing great care and compassion.
• Demonstrated experience working collaboratively in a team environment.

 

Desirable

• An interest in obtaining Cert IV in Veterinary Nursing.
• Conflict or dispute resolution training or experience.
• Previous experience in Clinic Reception work.
• Knowledge of medical, pharmaceutical, and veterinary terminology.
• Mental Health and Wellbeing / Resilience training or experience.

 

What we can offer you

• A broad range of leave entitlements, including annual leave, personal leave, additional leave (6 days per year pro-rata), purchased leave, paid parental leave, study leave and paid family and domestic violence leave
• Recognised by Mental Health First Aid Australia, as a skilled workplace - Access to a range of mental health and wellbeing supportive initiatives, including confidential counselling services and education programs
• Generous discount on products and services, including Royal Canine pet food, Hush Puppies footwear and RSPCA Victoria retail and vet clinic products and services
• Salary packaging and novated lease arrangements on offer with leading provider, Maxxia
• Access to a range of learning and development opportunities that will benefit and support you in your role.

 

Recruitment Requirements

• A current and vlaid tetanus vaccination.

 

How to apply

To learn more about our organisation and this job opportunity, please visit our website at www.rspcavic.org and download the Position Description attached to this advertisement for more details. Alternatively, please contact our Recruitment Team via recruitment@rspcavic.org.au

**Please note we are actively reviewing applications for this position, so if you are interested, please apply as soon as possible**

 

RSPCA Victoria is committed to creating a diverse and inclusive work environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment and we strongly encourage people from all cultural backgrounds to apply, including Aboriginal and Torres Strait Islander people. Applicants are welcome to access RSPCA Victoria’s Diversity & Inclusion Policy here. 

 

 

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