Contact Centre Representative

5 days ago

Burwood East, Australia RSPCA Victoria Full time

**The Role**

As a Contact Centre Representative for our Inspectorate, you'll play a vital role in protecting animals across Victoria. You'll be the first point of contact for people concerned about animal welfare, receiving and triaging all calls related to animal cruelty, both emergency and non-emergency. This critical role requires exceptional communication skills, empathy, and the ability to handle emotionally charged situations with professionalism and resilience.

**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**
- Receive and record reports of animal cruelty, escalating urgent cases to our Inspectorate team.
- Effectively assess the severity of incidents through calls using a structured script, ensuring prompt responses.
- Provide education, support and guidance to influence positive animal welfare outcomes.
- Transfer calls to the appropriate department or external agencies as needed.
- Utilise software and equipment efficiently to complete tasks under pressure.

**What we're looking for**
- ** The ability to work rotating rosters including weekends and public holidays.**:

- Strong written and verbal communication skills with a compassionate and empathetic approach.
- Provide a high level of customer service, without judgement.
- Excellent problem-solving and time management skills.
- The ability to work calmly and efficiently under pressure.
- A passion for animal welfare.

**What we can offer you**
- 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 discount on products and services, including Royal Canine pet food, Hush Puppies footwear and RSPCA Victoria retail and vet clinic products / services.
- Access to a range of learning and development opportunities.

**Recruitment Requirements**
- National Police Check (or willingness to obtain one);
- A current and valid tetanus vaccination (or willingness to obtain one).

**How to Apply**
- 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.

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