Contact Centre Officer

The Small Animal Specialist Hospital (SASH) is the largest Veterinary hospital in the Southern Hemisphere, offering specialist and emergency referral services in multiple locations across Australia. At SASH, we are committed to delivering expectational care to pets, their families, and the wider veterinary community.  

Our Client Services team plays a vital role in fulfilling our mission – helping pets and their families live their best life. As we continue to grow, we are seeking compassionate and dedicated Contact Centre Officers to join our North Ryde Contact Centre. You'll be a key point of contact for clients and referring veterinarians, providing support during some of their most challenging moments.  

We are recruiting for Casual positions, working across a rotating 24/7 roster, including overnights and weekends.  

About the Role:     
As the first point of contact for clients and referring vets, you will deliver empathetic, professional, and efficient support – often during highly emotional and stressful situations for pet owners.  
You will support clients and internal teams by:  

• Handling a high volume of inbound and outbound calls 
• Assisting with appointment bookings and general enquires via phone and email  
• Converting general enquires into appointments by clearly communicating SASH's values and services 
• Processing payments over the phone 
• Guiding clients through the pet insurance claim process 
• Liaising with specialists, veterinarians, and nursing teams to ensure seamless communication  

No two days are the same – this is a dynamic role with plenty of variety! 

About You:  
We're looking for a motivated, positive team player with a ‘can-do’ attitude who thrives in a fast-paced environment. You will bring emotional resilience and the ability to handle complex or distressing situations wit professionalism and care. You will also have:  

• Experience working in a contact centre or high-volume customer service environment 
• Strong written and verbal communication skills 
• Excellence multitasking and time-management abilities 
• High attention to detail and accuracy 
• Sales acumen with the ability to convert enquires into bookings 
• Empathy, patience, and a solutions-focused mindset 
• A willingness to learn and grow 
• Medical or veterinary knowledge is advantageous but not essential  

  Why Join SASH?   

• Competitive pay, including overnight and weekend penalty rates  
• Convenient North Ryde location close to public transport  
• Opportunities for professional development and career progression  
• Supportive and dedicated leadership team  
• Excellent work-life balance with a variety of shift across a 24/7 schedule  

Join a team that truly makes a difference. Every call you take helps support pets and their families through challenging times.  

Please apply with your CV and cover letter via the "apply now" link below.