Customer Service Team Leader

Are you an organised and compassionate professional with a passion for animals and people? Join RSPCA Queensland at our Toowoomba Animal Care Campus, where you’ll lead frontline customer service and administration functions while helping reunite lost pets, support adoptions, coordinate fosters, and ensure smooth shelter operations. This is a unique opportunity to combine customer service, leadership, and animal care in a role that truly changes lives.

**About the Role**

As the Customer Service & Administration Coordinator, you will oversee the daily office operations of the Toowoomba Animal Care Campus. You’ll be the first point of contact for the public, support staff and volunteers, and ensure data accuracy across all systems. From coordinating adoptions and surrenders to supporting foster care and boarding, you’ll provide hands-on leadership to the team while maintaining high standards of service and efficiency.

**Key Responsibilities**:

- Oversee and coordinate all front desk and office operations.
- Lead and support staff and volunteers across customer service, administration, and shelter functions.
- Coordinate key activities including adoptions, surrenders, boarding, private euthanasia requests, and retail sales.
- Assist with foster care coordination, including pick-ups and drop-offs.
- Provide exceptional customer service, acting as a point of contact for internal and external stakeholders.
- Ensure data integrity and accurate record keeping in Shelter Mate.
- Analyse reports, track trends, and provide recommendations to improve centre operations.
- Assist with daily cash management, orders, and inventory.
- Support recruitment, training, and development of new and existing staff and volunteers.
- Represent the Toowoomba campus at meetings and community engagement opportunities.
- Step in to manage concerns or complaints in the absence of the Animal Care Manager.
- Comply with RSPCA’s Code of Conduct, policies & procedures, and workplace safety requirements.

**Who We’re Looking For**

A motivated and compassionate individual who thrives in a fast-paced environment, with excellent communication skills and a strong focus on service, teamwork, and leadership.

**Qualifications & Experience**:

- Minimum 2 years’ experience in a customer-focused role or similar.
- Experience in supervising, coaching, or leading a small team.
- Animal handling experience or knowledge of animal care is highly desirable.

**Skills & Attributes**:

- Exceptional customer service and interpersonal skills.
- Ability to remain pragmatic when dealing with highly emotive situations.
- Strong organisational, problem-solving, and initiative-taking skills.
- Capacity to work collaboratively in a high-pressure environment.
- Commitment to animal welfare and alignment with RSPCA values.
- Physical ability to perform manual handling and safely lift animals up to 10kg.

**Why Join Us?**

We change lives - every day you’ll support people and animals while contributing to the RSPCA’s vital mission in your community.

**Flexible & Supportive Work Environment**:

- Work in a dynamic team with passionate colleagues and volunteers.
- Opportunities for professional growth and career development.

**Perks & Benefits**:

- 8 weeks paid parental leave, additional leave for study and companion animal.
- 50% off Royal Canin pet food, 15% discount for World for Pets (online & instore).
- Discounted veterinary services and animal boarding (conditions apply).
- Salary sacrificing options & employee assistance program.
- Free on-site parking.

**Interested?**

RSPCA Qld acknowledges the Australian Aboriginal and Torres Strait Islander peoples as the first inhabitants of the nation and the Traditional Custodians of the land. RSPCA Qld is an equal opportunity employer, firmly committed to ensuring a fair and inclusive hiring process. We embrace diversity and welcome all people irrespective of faith, ethnicity, sexual orientation, or gender identity.