• Join our dedicated Customer Care team at our Pearcedale site and make a difference for animals!
• Play a crucial role in leading and motivating the team to deliver exceptional service
  
• Permanent full time opportunity available at our Pearcedale site.
  

About RSPCA Victoria

RSPCA Victoria is a non-government, community-based, not-for-profit organisation whose vision is ‘ending cruelty to all animals’. We are Victoria’s best-known and most respected animal welfare organisation.

Our organisation’s purpose is to work with the community to achieve outstanding animal welfare through education, advocacy, and animal care and protection. RSPCA Victoria’s values - clarity and accountability, respect and consideration, and expertise and collaboration - set clear expectations for all our staff and volunteers.

About the role 

The Customer Care Team Leader is responsible for leading a team of employees and volunteers at RSPCA Victoria’s Pearcedale site, providing high levels of service to internal and external customers including assisting members of the public with general enquiries and purchases, and assisting with animal admissions, adoptions and local government obligations in a way that enhances the reputation of RSPCA Victoria within the community.

Duties and Responsibilities

• Lead and develop a team of staff and volunteers to provide high-quality customer service.
• Contribute to the development and implementation of strategies to improve animal welfare outcomes.
• Collaborate with other departments to achieve organizational goals.
• Oversee customer care operations and ensure adherence to policies and procedures.
• Provide support and guidance to team members.
• Manage customer complaints and resolve issues effectively.
• Prepare and manage team rosters and budgets.
• Contribute to a positive and inclusive work environment.
  
  

What we are looking for 

• The ability to work rotating rosters including weekends and public holidays.
• Previous experience in a people leader role;
• Previous experience in an animal care or customer service role, including knowledge of animal anatomy, behaviour, disease recognition and safe handling;
• Ability to work in a fast paced and challenging work environment, whilst showing great care and compassion to the animals in our shelter and members of the public;
• Demonstrated experience working collaboratively in a team environment;
  
  

Desirable

• Certificate II in Animal Studies or Customer Service (or equivalent) is highly regarded, however not essential. 

Recruitment Requirements  

• National Police Check (or willingness to obtain) 

• Current and valid driver’s license.  

• Employee Working with Children Check (WWCC) (or willingness to obtain) 

• Valid tetanus vaccination. 

What's on offer

• Recognised by Mental Health First Aid Australia, as an advanced workplace - Access to a range of mental health and wellbeing supportive initiatives; including confidential counselling services and education programs
• Generous discounts on products and services, including Royal Canin pet food, Hush Puppies footwear and RSPCA Victoria retail
• Access to a range of learning and development opportunities.

How to apply   

To learn more about this job opportunity, please visit our website at rspcavic.org and download the Position Description for more details. If you have any questions, please contact our Recruitment Team via recruitment@rspcavic.org.au for a confidential discussion.

* Please note that we are actively reviewing applications and to apply as soon as possible *

RSPCA Victoria is committed to creating a diverse and inclusive work environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment and we strongly encourage people from all cultural backgrounds to apply, including Aboriginal and Torres Strait Islander people. Applicants are welcome to access RSPCA Victoria’s Diversity & Inclusion Policy here.