Customer Experience Officer

Are you passionate about animal welfare and love helping people?

RSPCA WA is looking for compassionate, customer-focused professionals to join our newly established WA frontline Contact Centre team. As a Customer Experience Officer, you'll be the first point of contact for the public – answering calls about animal rescues, cruelty reports, and general animal-related or commercial enquiries.

Part-time opportunity, with shifts worked across a rotating roster that includes weekends and public holidays. You'll work closely with a supportive team and other internal departments, using your strong communication skills, empathy, and professionalism to ensure animals in need get timely help and people get trusted guidance.

Please note: All new starters are required to complete one week of full-time training (38 hours) to ensure you're fully equipped to provide the best support to animals and the community.

What you'll be doing:

Customer Experience

• Provide advice and information to customers via inbound calls, including general enquiries, cruelty reports, and rescue-related matters.
• Retrieve and interpret information from multiple software programs and databases.
• Understand and apply knowledge of Western Australian animal welfare legislation.
• Use training materials and written resources to ensure consistent, high-quality outcomes for all calls.
• Work autonomously, demonstrate resilience, and meet performance targets and KPIs efficiently.
• Accurately identify and describe animals verbally and visually, including the ability to extract detailed information from the caller in a concise and timely fashion.

Administration and Record Keeping

• Prepare detailed and accurate cruelty and rescue reports for the Inspectorate department, which may be used as legal evidence in court.
• Ensure data is entered accurately, demonstrating strong attention to detail and consistently high standards of spelling and grammar

General Duties

• Comply with workplace policies and procedures, including Occupational Safety and Health and Equal Opportunity legislation.
• Maintain a workplace free from gossiping, bullying or discriminatory behaviour, while showing a positive, respectful attitude.
• Conduct yourself in a way that reflects our values: Responsible, Safe, Professional, Compassionate and Accepting.

What we're looking for:

Essential

• Minimum of 2 years' experience in a call centre or customer-focused environment.
• Proven ability to deliver exceptional customer service across various communication platforms.
• Strong interpersonal and communication skills, with the ability to engage effectively with individuals at all levels.
• Demonstrated ability to follow instructions, apply sound judgment, and resolve conflicts professionally.
• High attention to detail with accurate data entry skills and intermediate computer literacy.
• Excellent organisational and time management skills, with the ability to prioritise tasks in a fast-paced environment.
• Ability to quickly learn and apply knowledge across a broad range of inquiry types handled by the Customer Care Team.
• Proven ability to contribute positively to a team environment, particularly in emotionally demanding or high-pressure situations.
• A genuine interest in animal welfare and alignment with the mission and values of RSPCA WA.

Desirable

• Knowledge of animal welfare legislation or experience in an animal-related organisation.
• Experience using customer relationship management (CRM) systems or call centre software.
• Exposure to working in a not-for-profit or values-driven organisation.
• Formal training in conflict resolution, customer service, or animal care.

Ready to apply?

If this sounds like you, don't wait—click Apply Now to submit your resume and a short cover letter (compulsory). Help us speak up for those who can't speak for themselves.

Inclusive

RSPCA WA celebrates and accepts differences, aiming to create a diverse workforce where all individuals are treated with dignity and respect. We believe recognising the value of each individual and combating prejudice, stereotyping, and harassment is in the best interest of RSPCA WA and its employees.