Client Care Representative - The Lost Dogs' Home Veterinary Hospital

Part-time – 62 hours per fortnight

About us:

At The Lost Dogs’ Home, we are a foundation in Victoria's animal welfare landscape, celebrated for our compassionate care of around 18,000 lost and abandoned dogs and cats every year. Beyond caring for animals, we are dedicated to providing diverse animal welfare and community programs, all aimed at giving animals the best chance of a happy and healthy life. Our mission is upheld by passionate individuals who embody a profound affinity for animals, community, and advocacy.

The Lost Dogs’ Home Vet Hospital (formerly Frank Samways Veterinary Clinic) is a modern, purpose-built clinic, providing full veterinary services to the public, adopters, and foster carers of The Lost Dogs’ Home, with all proceeds of the clinic going directly back into helping the shelter animals.

About the Role:

As a Client Care Representative at our Primary Care Clinic, you will play a pivotal role in delivering an exceptional standard of service to our clients and their beloved pets. This dynamic, part-time position requires multitasking and a warm, professional approach as you manage a busy schedule of client interactions, appointments, and administrative tasks. As the face of the clinic, you’ll ensure every client and their fur baby receives a smooth, welcoming experience.

Your key responsibilities will include:

Client Interaction:

• Warmly greeting clients and providing expert assistance to address inquiries.
• Supporting clients during delicate situations, such as euthanasia appointments, offering aftercare and meaningful keepsakes to honour their pets.

Administrative Support:

• Answering, screening, and redirecting calls with professionalism and efficiency.
• Scheduling appointments, sending reminders, and managing follow-ups.
• Preparing invoices, processing payments, and reconciling banking.
• Organising courier collections for blood samples.

Operational Duties:

• Triaging consultations, emergency cases, and walk-in appointments, prioritising based on urgency.
• Recommending suitable diets and products tailored to different pet needs and life stages.
• Monitoring stock control, including ordering, receiving, and entering inventory and invoices.
• Maintaining cleanliness and organisation in the clinic by performing various housekeeping duties.

About You:

We are seeking a compassionate, people-oriented individual who thrives in a fast-paced environment. You will be naturally adept at building relationships and providing exceptional customer care, while bringing a genuine interest in animal health and care. This role is ideal for someone with prior experience in a similar environment or a background in animal studies eager to apply their knowledge practically.

The ideal candidate will have:

• Experience working as a receptionist or nurse in a busy clinic (desirable).
• Excellent verbal and written communication skills.
• Strong time management and multitasking skills.
• A proactive, solutions-oriented mindset with the ability to remain calm under pressure.
• Empathy and sensitivity, especially in supporting clients during emotional situations.
• A warm, friendly, and caring attitude towards clients and their pets.
• The ability to work rotating shifts between 7:30 am and 7:00 pm, with flexibility for occasional weekends.

About our culture:

At The Lost Dogs’ Home, we cultivate an inclusive work environment that celebrates diversity. Our team enjoys a vibrant culture that fosters meaningful connections, both professionally and socially. Led by our dedicated social committee, we organise a wide range of engaging activities such as Paint and Sip Nights, Bowling, Trivia, and regular after-work gatherings. These events create opportunities for our team to relax, bond, and forge lasting friendships. We take pride in our diverse team where every individual is encouraged to be their authentic self, regardless of their role within the organisation.

What we can offer:

• A purposeful animal welfare career,
• Fantastic career development and opportunities,
• Discounts at our general practice clinic, Frank Samways Veterinary Clinic,
• Access to our Employee Assistance Program,
• Access to the Foster Care Program,
• A unique and friendly working environment (surrounded by animals!),
• Rewarding work with animals in need of a forever home.

If you have the skills, experience and enthusiasm to be successful in this role, please click on the “Apply” button, ensuring you have attached your cover letter and current resume in Word or PDF format. If you have any further questions or queries regarding the role, please email recruitment@dogshome.com.

Please note that applications will be reviewed as they are received, so we encourage you to apply early as the role may close if a suitable candidate is found. Don't miss out—apply today!

The successful applicant will be required to satisfactorily complete background screening checks.

The Lost Dogs’ Home is an equal opportunity employer committed to providing a working environment that embraces and values diversity and inclusion. Only candidates with the right to work in Australia may apply for this position.