Customer Service Team Leader

RSPCA Queensland is a non-government, community-based charity dedicated to improving the lives of domestic, farmed, and native animals in Queensland. Our mission statement is simple but powerful**:_Together We Change Lives_**.

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**About the role**

Reporting to the Animal Care Manager and working closely with the other team members, you will be responsible for supporting and assisting the professional development of all team members. The Customer Service Team Leader will build and maintain key working relationships with all RSPCA Departments.
- Be responsible for the overall office operations
- Analyse reports, track animal and customer related trends and ensure successful operation of the RSPCA Toowoomba
- Coordinate a team and process front line customer service activities such as animal adoptions, surrenders, boarding, requests for private euthanasia, retail sales as required
- Assist in coordination of foster pick up and drop offs
- Inspire to help animals through coaching and development of customer service and administrative staff and numerous volunteers
- Represent RSPCA Toowoomba at relevant meetings
- Provide excellent customer service and build positive relationships with internal and external relations (staff, volunteers, council, agencies, different departments, the community etc.)
- In absence of the Animal Care Manager, manage concerns or complaints that arise as per RSPCA procedures, liaising with Management, Human Resources or Volunteering
- Process orders and manage inventory
- Be responsible for daily cash management
- Be the point of contact all internal and external queries.

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**Who are we looking for?**
- Minimum 2 years previous experience in a customer focused work environment or similar
- Exceptional customer service skills and a demonstrated ability to communicate well at all levels
- A proven capacity to maintain a pragmatic approach towards the highly emotive issues with which you will be challenged with on a daily basis
- Demonstrated generalised animal knowledge and basic animal handling skills
- Ability to verbally and visually identify and describe animal
- Demonstrable supervisory skills coupled with a proven ability to lead and inspire a small team whilst positively contributing towards its development
- Demonstrated ability to actively contribute to maintaining a positive and productive team in what can at times be a highly challenging and emotionally demanding work environment
- An unwavering commitment to animal health, care and welfare issues and the policies and principles of RSPCA Qld
- Alignment to the RSPCA Qld mission, vision and people principles
- Ability to perform physical duties including manual handling, and an ability to handle a minimum weight of 10 kilos.

This is a full time, permanent position, working 40 hours per week, including regular weekend shifts. Remuneration is as per our Enterprise Agreement, for Customer Service Staff at Level 3 $26.15p/h (junior rates may apply).

**Benefits and Culture**
- Access to flexible work
- Purpose-built facility with air conditioning
- Uniforms provided
- Onsite pet store with staff discounts
- Countless opportunities to interact with the animals in our care
- Be a part of a purpose driven organisation where the work you do really does have an impact on the welfare of animals
- An environment that is centred around growth, helping you develop, thrive & shine
- Access to family friendly health and wellbeing support
- A fun and inclusive team culture.

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**How to apply**:
Are you great team player with a keen eye for detail, a strong self-starter with the ability to think outside the box and energised by an incredible purpose and passion to achieve the best outcomes for animals everywhere. If so, we would like to hear from you

**Please include a copy of your resume and cover**
**letter.