Where gold-standard client care meets operational excellence.
At the Animal Referral and Emergency Centre (AREC), we know that when a pet is in need, it’s more than just a medical emergency — it’s an emotional moment for families and the veterinary professionals who stand beside them. That’s why we’re committed to delivering not just the best clinical outcomes, but a client experience built on compassion, trust, and efficiency. We’re seeking a Client Care and Facilities Manager who shares our passion for supporting both pet owners and the veterinary community, ensuring every interaction reflects our gold-standard approach.
About the role
As the Hunter Region’s only fully staffed 24/7 emergency and specialist animal hospital, AREC has built a reputation for excellence in care — not just for animals, but for the people who love and treat them. In this pivotal role, you’ll oversee our reception and administrative operations, lead a dedicated client services team, and play a key part in shaping the experience we deliver to every pet owner, every referring veterinarian, and every visitor who walks through our doors.
While your home base will be our Broadmeadow hospital Monday to Friday, you’ll be leading and supporting a reception team that operates around the clock, ensuring smooth, efficient and compassionate service at all hours.
Key responsibilities
Leadership and team management
- Lead by example, actively participating in reception duties with hands-on leadership.
- Motivate, coach, and develop our Client Services Representative (CSR) team to optimise performance and enhance the client experience.
- Foster a culture of trust, recognition, and teamwork.
- Provide regular feedback and performance evaluations to nurture staff growth.
Operational oversight
- Manage the daily administrative operations of our front-of-house, maintaining a well-organised, welcoming and efficient environment.
- Develop and maintain policies and procedures to improve operational flow.
- Coordinate office equipment maintenance and liaise with external contractors.
- Oversee supplies management and inventory control.
Client experience & communication
- Ensure the reception area is welcoming and professionally equipped to deliver exceptional client service.
- Handle client inquiries, concerns, and complaints with empathy and professionalism ensuring exceptional satisfaction levels.
- Develop and lead training programs focused on elevating client communication and service excellence with consistency across all departments
- Collaborate with marketing to build and maintain strong client relationships.
- Support seamless patient care coordination between general practice and referral veterinary practices.
Financial & reporting duties
- Assist with budgeting, billing, financial record-keeping and compliance
- Work with the accounts team on debt management strategies.
- Prepare regular reports on reception activities, efficiencies, customer satisfaction, and retention.
Compliance & systems
- Provide basic IT troubleshooting and maintain process documentation to support staff training and customer service delivery.
- Take a key responsibility for ensuring the hospital’s facilities meet all Workplace Health and Safety (WHS) requirements, proactively managing compliance and addressing risks.
- Maintain compliance with veterinary accreditation standards and ensure a safe, functional, and compliant environment for clients, patients, and staff.
- Provide basic IT troubleshooting and maintain process documentation to support staff training and ensure consistent, high-quality customer service delivery.
Collaboration, strategic leadership & continuous improvement
- Take ownership of developing, executing, and managing large-scale, strategic projects that directly support the hospital’s ongoing business objective of Continuous Client Improvement.
- Lead cross-functional initiatives aimed at elevating client service delivery, driving measurable improvements in client satisfaction, operational efficiency, and team performance.
- Collaborate closely with the clinical and leadership teams to align project goals with overall hospital strategy, ensuring initiatives deliver sustainable, long-term impact.
- Contribute proactively to administration duties and hospital-wide projects as directed by the Practice Manager, demonstrating adaptability, strategic thinking, and a results-driven mindset.
What you bring
- Proven experience in office or facilities management, ideally within a healthcare or veterinary setting.
- Strong leadership skills with a demonstrated ability to coach, motivate and develop high-performing teams.
- Excellent communication and interpersonal abilities, with a focus on empathy, professionalism and client care.
- Proven ability to lead and deliver large-scale strategic projects, driving continuous improvement and achieving measurable business outcomes.
- Strong organisational, multitasking, and time-management skills, with the ability to balance daily operations and long-term initiatives.
- High level of professionalism, discretion, and a proactive, solutions-focused mindset.
- Proficiency in MS Office and general office systems, with a working knowledge of compliance and WHS requirements.
What we offer
- Competitive salary, based on experience.
- Opportunities for professional development and training.
- A supportive, collaborative work environment.
- Employee discounts on veterinary services.
- Access to our Employee Assistance Program (EAP) and Wellness Committee.
- You will have the opportunity to take advantage of Novated car leasing.
Application details
📅 Applications close: 24 May 2025
⏳ Don’t wait to apply — we’re looking to fill this position as soon as possible and will be conducting interviews on a rolling basis before the ad closes.
If you're passionate about making a difference and want to be part of a dedicated team of compassionate healthcare professionals, we’d love to hear from you. Please apply by completing the CV submission form below.
At AREC, we are proud to foster a diverse and inclusive workplace where everyone is respected, valued, and empowered to contribute meaningfully.
Note: All shortlisted candidates will be required to undergo a pre-employment screening process, including identity verification, qualification checks, and reference checks.
Learn more about us
🎥 Living in Newcastle; Working at AREC
🎥 Is Lifestyle the Missing Piece of Your Career?
📩 For enquiries, please contact:
Lauren Cook – hr@arecvet.com.au
