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Customer Care Team Leader
  • Work for Victoria’s leading animal welfare charity and help us end cruelty to all animals
  • Put your excellent skills to use by making meaningful contributions to the animals in our shelter
  • Permanent full-time opportunity at our RSPCA Burwood 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
We are currently searching for an experienced and self-motivated Customer Care Team Leader to join our Operations Team in a Full-Time capacity. Reporting to the Customer Experience Supervisor, the Customer Care Team Leader is responsible for leading a team of employees and volunteers in providing high levels of service to internal and external customers, including assisting members of the public with general enquiries and purchases, and to assist with animal admissions, adoptions and local government obligations in a way that enhances the reputation of RSPCA Victoria within the community.

Duties and Responsibilities

  • Manage, lead and develop a team of staff and volunteers to the highest levels of performance, engagement and job satisfaction;
  • Oversee and contribute to the provision of high levels of service to customers and working with local governments to reunite animals with their rightful owner, including the effective management and resolution of issues;
  • Oversee and contribute to the provision of education, support and guidance to members of the public to influence positive animal welfare outcomes and promote the diverse services of RSPCA Victoria;
  • Contribute to a positive and inclusive work environment by effectively communicating and working collaboratively with team members and peers across all departments, and consistently role modelling the RSPCA Victoria values and associated policies;
  • Provide education, support and guidance to team members and colleagues regarding the application standard operating procedures to fulfil organisational and legislative requirements in the management of RSPCA Victoria shelters;
  • Takes reasonable care for the safety of oneself and that of their team, whilst contributing to safe work practices at RSPCA Victoria by knowing and ensuring adherence to all WH&S policies and procedures.

What we are looking for

  • Previous experience in a people leader role is highly desirable;
  • 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;
  • The ability to work rotating rosters including weekends and public holidays.
  • Holds or is willing to complete a Certificate II in Animal Studies or Customer Service (or equivalent) will be highly regarded;
  • Position also required a national police check, Working with Children Check, and current tetanus vaccination.

What we can offer you

  • Encouraged work-life balance and a broad range of leave entitlements, including annual leave, personal leave, additional leave (6 days per year pro-rata), purchased leave, paid parental leave, study leave and paid family and domestic violence leave
  • Access to a range of mental health and wellbeing supportive initiatives, including confidential counselling services, education programs, access our Parents and Carers platform that has a wealth of resources to support working parents and carers
  • Generous discount on products and services, including Hill’s pet food, Hush Puppies footwear and RSPCA Victoria retail and vet clinic products and services
  • Salary packaging and novated lease arrangements on offer with leading provider, Maxxia
  • Access to a range of learning and development opportunities that will benefit and support you in your role

How to apply
To learn more about our organisation and this job opportunity, please visit our website at  and download the Position Description attached to this advertisement for more details. Alternatively, please contact Shae via 

If this role is of interest to you, submit your application with your cover letter and resume, addressing how you meet the selection criteria. Applications close on Friday the 21st of January 2022.

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: RT000222
Submitted: 07-01-2022

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