Client Relations Officer

• Permanent part-time and fulltime positions available with a rotating roster, including weekdays and weekends
• Onsite training will be provided
• Australia’s largest not-for-profit animal Hospital

About Lort Smith
Lort Smith is Australia’s largest not-for-profit animal hospital, dedicated to keeping pets and their people together. For over 90 years, we’ve championed the powerful impact of the human-animal bond by providing accessible, compassionate care to more than 20,000 animals each year. Our services include world-class veterinary care, rehoming programs, and community initiatives that make a meaningful difference in thousands of lives. We’re committed to ensuring that no one is left behind, offering flexible financing options to help low-income individuals access the care their pets need.  

About the Role
As a Client Relations Officer at Lort Smith, you’ll be the welcoming face and first point of contact for clients at Australia’s largest not-for-profit Animal Hospital. This is a rewarding opportunity to support pet owners through often difficult moments, offering compassionate, high-quality customer service that truly makes a difference.  
In this vital role, you’ll be responsible for:

• Booking appointments and managing client schedules
• Handling enquiries both over the phone and in person
• Clearly and efficiently communicating client needs to the clinical team 

Your work will be essential to the smooth and effective operation of the hospital, helping ensure every client and their beloved pet receives the care and support they need.  

Your day-to-day responsibilities

• Ensure appointments are appropriately booked, managed and confirmed
• Handle all calls in a timely, professional manner
• Provide appropriate solutions to client enquiries
• Effectively manage customer objections/complaints and escalate where required
• Accurately communicate fees to clients at the time of booking
• Educate clients about financial assistance they may be able to access via our Good Shepard program and other options  

About You
You bring a client-first mindset and understand the importance of being the welcoming face for our clients and their pets. With strong communication skills—both in person and over the phone—you’re approachable, proactive, and able to build trust and rapport quickly. Your empathy and compassion shine through in every interaction, ensuring clients feel supported and understood.  

You’re adaptable and open-minded, radiating confidence, authenticity, and warmth to create a truly exceptional client experience. You take ownership of your decisions, always considering their broader impact. Thriving in a fast-paced environment, you’re energised by variety and enjoy engaging with a diverse range of people and situations—where no two days are ever the same.  

You’ll have:

• Demonstrated commitment to delivery of high-quality customer service
• Experience in a front-line customer service role
• Strong customer focus - demonstrated understanding of customer expectations and needs
• Advanced problem-solving and conflict resolution skills• High level of computer literacy
• Proven ability to work both autonomously and as part of a team
• Excellent written and verbal communication skills
• Interest and passion for animal healthcare
• Experience using booking systems in a hospital environment (desirable, but not essential)
• Experience in an animal shelter, veterinary practice or hospital environment (desirable but not essential)
• Availability to work a mix of weekdays and weekends• Availability to work both early and late shifts  

We offer:

• A diverse, inclusive and supportive team environment
• Rewarding work that provides community-based veterinary and animal welfare services
• Discounted veterinary treatment and pet products
• In-house grief support for clients in distress
• Access to a highly regarded Employee Assistance Program, delivered by one of Australia’s leading centres for psychology
• Pet friendly policies

How to apply:
To apply, please click ‘Apply Now’ and upload your CV and a short cover letter outlining your interest and suitability for the role.

As part of the recruitment process, the preferred candidate will be required to satisfactorily complete a National Police Check.

If you have any questions or would like a copy of the position description, please email *******@lortsmith.com for a confidential discussion.

Lort Smith is a great place to work. We are an equal opportunity employer and actively support workplace diversity, equity and inclusion. 

Please note: We will begin interviewing suitable candidates as applications are received. If you're interested in this opportunity, we encourage you to apply as soon as possible, as the listing may close early once the right candidate is found.