Job Details

Certified Veterinary Nurse: Customer Service Focused - Full Time (Burwood East)

Are you a highly organised and compassionate individual with a knack for exceptional customer service?

We're seeking a dedicated customer service nurse to join our team!

If you thrive in customer service, possess excellent communication skills, and are passionate about providing high quality patient care, then we want to hear from you!

About Us

RSPCA Victoria is a non-government, community-based charity that works to prevent cruelty to animals by actively promoting their care and protection.

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 is an equal opportunity employer committed to fostering an environment that is underpinned by our values: respect, consideration, clarity, accountability, expertise, and collaboration.

About the role

We are looking for a full-time nurse to join us in a customer service focused role. The role will see you working 9 hours shifts, with earliest start times from 7 am and latest finish 8pm – no overnight shift required. Shift will rotate between reception, phones, and consulting.

We are a large clinic with a rotating staff of approximately 30 nurses and 18 vets, which includes veterinary focus areas such as orthopaedics, ophthalmology, internal medicine, exotic animals, and shelter medicine. Our facility incorporates five operating theatres, eight consulting rooms, four shelter animal hospital wards, two private patient hospital wards, digital x-ray capability, in-house pathology capability and dedicated call room

This role is required to provide a high level of customer service, both verbally and written to clients and to other RSPCA Victoria internal departments, ensuring all necessary documentation relating to customer interactions and the management of animals within the veterinary clinic are recorded accurately. Effective performance of the role will require a good working knowledge of veterinary nursing patient care, excellent communication skills, pharmaceutical and retail product knowledge, flexibility, and a can-do approach.

Key responsibilities include, but are not limited to:

  • Being the first point of contact of the RSPCA Clinic and ensuring clients (and animals) have a positive experience, either face to face or on the phone.
  • Admitting and discharging hospitalised and surgical cases
  • Performing triages and nurse consultations
  • Managing the flow of the waiting room and providing direction and assistance to volunteer support.
  • General administrative duties include reconciliation of daily takings, managing email inboxes, confirming client appointments, processing paperwork.
  • Maintaining a clean, organised, and stocked reception and waiting room.
  • Providing education, support, and guidance to members of the public to influence positive animal welfare outcomes and promote the services of RSPCA Victoria.

What we can offer you

  • A uniquely diverse role with the possibility to expand your customer service skillset via learning and development opportunities.
  • A great, cohesive, and supportive team.
  • Under the RSPCA Victoria Enterprise Agreement, plus paid overtime, penalty rates on weekends and public holidays, and annual leave loading.
  • Encouraged work-life balance and a broad range of leave entitlements, including annual leave, personal leave, additional leave, paid parental leave, study leave and paid family and domestic violence leave.
  • Mental Health and Wellbeing initiatives, including access to our Employee and Volunteer Assistance Program (EVAP).
  • Discount on products and services, including Royal Canin pet food, Hush Puppies and RSPCA Victoria retail products.

 What we are looking for from you

  • Experience in a reception or customer service role, ideally in a veterinary clinic.
  • Excellent organisational, communication, and interpersonal skills.
  • Strong problem-solving skills, ability to manage and prioritise tasks.
  • Ability to work in a fast paced and challenging work environment, whilst showing great care and compassion to both clients and the animals in our care.
  • Demonstrated experience working collaboratively in a team environment.
  • The ability and commitment to work on a rotating roster, which includes 1 in 4 weekends and some public holidays.
  • A positive and can-do attitude.

Recruitment Requirements

  • Certificate IV in Veterinary Nursing is desirable or equivalent experience is essential.
  • Evidence of current tetanus vaccination required.

How to Apply

To learn more about our organisation and this job opportunity, please visit our website at and apply online via our Employment Opportunities page. If you have any questions in regards to this role, please contact our Recruitment Team at

* 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.  


Job Ref: RT000519
Submitted: 30-04-2024

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