Customer Care Officer

About RSPCA Queensland

For nearly 140 years, RSPCA Queensland has been a leading animal welfare charity, dedicated to improving the lives of animals – whether domestic, farmed, or native. We care for over 42,000 animals annually, relying on the generosity of animal lovers like you to fund 96% of our life-changing services.

Our Mission: Together We Change Lives, And That Includes Yours.

About the Role

Join our passionate Customer Care Team, where every call you take helps animals and people in need. As a Customer Care Officer, you'll play a vital frontline role – handling a mix of enquiries, animal rescue reports, and cruelty cases with empathy, professionalism, and composure.

This is a casual role averaging 27 hours per week, with shifts rostered between 7am–7pm, across weekdays, weekends, and public holidays. Flexibility on rostering is essential as we operate 365 days a year.

What We're Looking For

You're someone who thrives in a fast-paced environment, can remain calm under pressure, strong communication skills, and motivated by work that makes a difference. Whether you're a university student looking to gain real-world experience or changing careers and ready to bring your maturity, empathy, and life experience to a role that's both challenging and rewarding.

What You'll Do

In this role, you will:

• Take inbound calls from the public, ranging from general animal welfare enquiries to urgent rescue and cruelty reports.
• Apply knowledge of animal welfare legislation across multiple states to assess, prioritise, and record information accurately.
• Prepare detailed cruelty and rescue reports for Inspectorate teams in Queensland, Western Australia, and South Australia – reports that may be used in court proceedings.
• Complete administrative and coordination tasks such as appointment scheduling, report taking, file creation, and case amendments, ensuring all work is reviewed and approved prior to submission.
• Collaborate closely with Dispatchers, Team Leaders, Managers, and Inspectors to ensure urgent cases are prioritised and responded to effectively.
• Provide compassionate support to callers – including those who may be distressed or emotional – while maintaining professionalism, empathy, and clear communication at all times.
• Use reference materials, training tools, and internal resources to deliver accurate, high-quality outcomes for all clients and internal teams.
• Manage workload effectively to meet departmental KPIs, supported by regular coaching, feedback, and ongoing training.
• Ensure accurate data entry and meticulous records management to maintain the integrity of all information handled.
• Accurately identify and describe animals verbally and visually, including breed, size, colour, and markings.
• Uphold RSPCA Qld policies, Code of Conduct, workplace health and safety standards, and contribute to a positive, values-led team culture.

Please note: Whilst this is a customer care role, there will be times where you will be exposed to sensitive or distressing information relating to animal welfare or cruelty cases. This work requires emotional resilience, composure under pressure, and a genuine commitment to the wellbeing of both animals and people.

What You'll Bring to The Role

• Minimum 2 years' experience in customer service or a busy contact centre – or transferable life experience in managing sensitive or complex conversations.
• Confident, clear communication skills and a calm, compassionate approach under pressure.
• Strong problem-solving skills and sound judgment to handle enquiries with accuracy and care.
• Sharp attention to detail and confidence navigating multiple systems at once.
• Excellent organisation – you can balance competing priorities while maintaining quality.
• Emotional resilience and maturity to manage challenging or distressing situations.
• A genuine passion for animal welfare and commitment to RSPCA Qld's mission and values.
• Flexibility to work across a rotating roster (7 am – 7 pm, weekdays, weekends, and public holidays).

Why Join Us?

• Comprehensive Support: Enjoy 8 weeks of paid parental leave, flexible working arrangements, study leave, and even leave for your furry companions. We also provide access to counselling and mental health services.
• Employee Perks: From free on-site parking to exclusive discounts, novated leases, free pet vaccines, and 50% off Royal Canin pet food, we've got you covered You can also adopt a new furry friend with free adoption options.
• Professional Growth: Access expansive learning and development programs to help you elevate your career and skill set.
• Purpose-Driven Impact: Be part of a mission-driven organisation where every task makes a tangible difference to animal welfare.

At RSPCA Queensland, we encourage you to grow your skills, expand your responsibilities, and explore different career pathways. By enhancing your qualifications and capabilities, you can take advantage of internal opportunities across our many departments – from animal care to operations, outreach, and more.

Interested?

If this sounds like the perfect opportunity for you, apply today

Successful candidates will be required to undergo a Police Check for the safety and well-being of the community, staff, and animals. A pre-employment medical assessment may also be required.

RSPCA Queensland acknowledges the Australian Aboriginal and Torres Strait Islander peoples as the Traditional Custodians of the land. We are an equal opportunity employer committed to a fair and inclusive hiring process, welcoming applicants of all backgrounds, regardless of faith, ethnicity, sexual orientation, or gender identity.