Customer Care Officer

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 seeking motivated and resilient individuals to join our Customer Care team on a part-time basis, working across our Burwood East and Pearcedale sites.

As a Customer Care Officer, you will be the first point of contact for the community and play a vital role in both customer service and animal welfare outcomes. This role involves supporting members of the public with adoptions, surrenders, and reclaiming animals, while also providing education and guidance to help improve animal welfare across the community.

This role will suit someone with experience engaging respectfully with people from all walks of life, including vulnerable community members, and who can manage sensitive or emotionally charged situations with professionalism and care.

Key responsibilities

• Provide professional and compassionate customer service for animal adoptions, surrenders, reclaims, and general enquiries.
• Contribute to the smooth intake and adoption process for animals, ensuring compliance with RSPCA Victoria procedures and local government requirements.
• Educate and support community members to encourage responsible pet ownership and positive animal welfare outcomes.
• Handle animals safely and confidently, recognising behaviour and health concerns and escalating where required.
• Accurately complete all required administration and records in a timely manner.

What we're looking for

• Availability to work a rotating roster including weekends and public holidays, and flexibility to work across both our Burwood East and Pearcedale sites.
• Ability to thrive in a fast-paced, emotionally challenging environment while maintaining professionalism, empathy and resilience.
• Strong teamwork skills and the ability to collaborate in a supportive and respectful way.
• Confidence in engaging with people from diverse backgrounds, including vulnerable members of the community.

Desirable (but not essential)

• Certificate II in Animal Studies or a related qualification.
• Previous experience in customer service, community services, or animal welfare, particularly in roles that involved supporting vulnerable people or managing challenging customer interactions.
• Knowledge of animal handling, behaviour, health, and welfare.

What we can offer you

• Access to mental health and wellbeing programs, including confidential counselling and workplace support.
• Generous staff discounts on products and services (including pet food, retail items, and partner brands).
• Opportunities for learning, development and career growth within RSPCA Victoria.

Recruitment requirements

• Availability to complete a two-week induction and training program in October 2025.
• Willingness to undergo a National Police Check.
• Current tetanus vaccination (or willingness to obtain one).

How to Apply

To learn more about our organisation and this job opportunity, please visit our website at  and download the Position Description for more details. If you have any questions, please contact our Recruitment Team via  for a confidential discussion.

** Applications close Friday 19th of September and will be actively reviewed as they are received**

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.