Job Details

Customer Care Team Leader - Full Time (Burwood East & Pearcedale)

Make a Difference Every Day at RSPCA Victoria

Are you passionate about animal welfare and inspiring others? Do you thrive in a fast-paced environment where you can provide exceptional customer service? If so, we want to hear from you!

The Role

The Customer Care Team Leader plays a vital role in ensuring a positive experience for both animals and the public at RSPCA Victoria. You'll lead our Customer Care Team across both our Burwood East & Pearcedale sites, providing exceptional customer service and helping reunite lost pets with their families, facilitate adoptions, and promote responsible pet ownership.

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.

What You'll Do

  • Motivate and develop a team of staff and volunteers to deliver outstanding results.
  • Oversee daily operations at both Burwood East & Pearcedale sites, ensuring consistent application of RSPCA Victoria's standards.
  • Work collaboratively to identify areas for improvement and implement strategies to enhance customer experience.
  • Educate and guide the public on animal welfare best practices and RSPCA Victoria's services.
  • Contribute to reducing animal length of stay and facilitating successful adoptions.
  • Address team concerns and work collaboratively across departments to find solutions.
  • Foster a positive and inclusive work environment that upholds RSPCA Victoria's values.

Who You Are

  • Experienced leader with a passion for inspiring and motivating others.
  • Proven track record in customer service or animal care.
  • Strong understanding of animal welfare, behaviour, and safe handling.
  • Excellent communication, collaboration, and problem-solving skills.
  • Ability to work effectively in a fast-paced and challenging environment.
  • Availability to work a rotating roster, including weekends and public holidays.

Highly regarded

  • Certificate II in Animal Studies or Customer Service (or equivalent).

Recruitment Requirements

  • National Police Check (or willingness to obtain)
  • Current Employee Working with Children’s Check (WWCC)
  • Current and valid driver’s license
  • Current tetanus vaccination

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

If this role is of interest to you, submit your application with your cover letter and resume, addressing how you meet the selection criteria.

**Please note we are actively reviewing applications for this position, so if you are interested, please 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: RT000520
Submitted: 30-04-2024

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