Animal Care & Customer Service Lead

Animal Care & Customer Service Lead

Pets Country Club – Lara, VIC

Pets Country Club is looking for an experienced, confident and personable Animal Care & Customer Service Lead to join our team.

This is a great balance of front-of-house customer service and hands-on pet husbandry roles. You'll be the friendly face of Pets Country Club — speaking with clients, managing bookings and enquiries, coordinating arrivals and departures, and helping make sure everything runs smoothly behind the scenes.

You’ll also need to be comfortable around dogs, cats and other pets and confident handling them as a main part of the role.

While you won't be managing a team, you'll be someone our staff can rely on for guidance and support throughout the day.

What you'll be doing

• Welcoming clients and managing check-ins and check-outs

• Answering phone calls, emails and client enquiries

• Assisting clients with bookings, accommodation and general questions

• Providing friendly, professional and knowledgeable customer service

• Communicating with clients about their pets' care and individual needs

• Helping coordinate the day-to-day running of reception and front-of-house

• Working closely with the animal care team to ensure information is communicated clearly

• Handling pets safely and confidently; especially during check-in and check-out procedures

• Assisting with animal care, including feeding, medication, enrichment and general handling

• Observing animal behaviour and wellbeing and escalating any concerns appropriately

• Supporting staff with animal care knowledge and practical advice

• Helping maintain our high standards of animal welfare, customer service and cleanliness

• Assisting with animal husbandry tasks; hosing suites, yard cleaning, dog bathing, administering pet first aid, as required. 

• Assisting with general administrative tasks and keeping client records accurate

We're looking for someone who is confident with people, comfortable with animals and knows how to keep things moving when it's busy.

You might come from a background such as:

• Veterinary nursing

• Veterinary reception/client services

• Animal care or pet boarding

• Dog Day Care

• Grooming

• Animal behaviour

• Practice management or administration within the pet industry

We're interested in someone who has good industry knowledge, takes initiative and naturally becomes someone others can rely on.

You'll need to be:

• Confident and friendly when dealing with clients

• Comfortable handling dogs of different sizes, breeds and personalities

• Organised and able to juggle multiple things at once

• Calm and professional when things get busy

• A good communicator with strong attention to detail

• Comfortable using computers and booking/customer management systems

• Confident making decisions and knowing when something needs to be escalated

• Reliable, practical and willing to get involved when needed

• Someone who genuinely cares about animals and providing a great experience for their owners

The important bit...

Although front of house and customer service is involved in this position, this is still a pet care job.

There will be times when you'll be outside, handling pets, helping with animals, assisting the care team or getting your hands dirty.

You won't be sitting behind a desk all day — but you also won't be spending your entire day cleaning kennels.

What we offer

• Casual position

• Pay in accordance with the Miscellaneous Award, including applicable loadings and entitlements

• Superannuation

• Supportive senior management team

• Staff discounts

• A genuinely pet-friendly workplace

• A role where your animal care experience and customer service skills are both valued

• The opportunity to have a meaningful role in the day-to-day operation of an established pet care business

Weekend, school holiday and public holiday availability is required, along with flexibility for early morning and late afternoon shifts.

A full driver's licence and Australian working rights are required.

About Pets Country Club

Pets Country Club is a family-owned, award-winning pet boarding and Day Care facility in Lara, celebrating 30 years in 2026.

We care for dogs, cats and a range of other pets, and pride ourselves on providing high-quality care and genuinely personalised service to our clients.

We've been recognised with a Geelong Business Excellence Award for Outstanding Customer Service, along with finalist recognition in other categories.

If you're someone who knows animals, enjoys working with people and wants a role that's a little different from the traditional pet care environment, we'd love to hear from you.

Apply with your resume and a short cover letter telling us a little about yourself and why you'd be a good fit for Pets Country Club.

Check out our website here: www.petscountryclub.au