Animal Welfare Customer Service Specialist

City of Whittlesea; Melbourne; On-site; AUD 70,000 - 86,000; Full time

Benefits offered by this job

Superannuation

Job summary

The City of Whittlesea is seeking a customer‑focussed team member for the Wat Djerring Animal Facility in Melbourne. You will handle enquiries in person, on the phone, and via other channels, processing bookings, registrations, adoptions and customer transactions with accuracy.

You will work in a fast‑paced animal welfare environment, balancing customer needs with animal welfare priorities. The role requires clear communication, empathy and teamwork; prior experience is valued and supervision is

Qualifications

• Enjoy working in a fast-paced animal welfare environment where priorities can change quickly and every day brings something different.
• Have strong multitasking, organisational and time-management skills, with the ability to remain calm and focused while balancing customer needs and animal welfare priorities.
• Communicate confidently with a diverse range of customers and manage challenging interactions with professionalism, patience and empathy.
• Deliver compassionate, customer-focused service while following established policies and guidelines to support positive animal welfare outcomes.

Responsibilities

• Delivering outstanding customer service in person, over the phone, and through other communication channels, ensuring enquiries are handled promptly and professionally.
• Responding to a high volume of telephone calls, providing accurate information, resolving enquiries, and directing customers to appropriate services.
• Processing bookings, appointments, registrations, adoptions, and other customer transactions efficiently and accurately.
• Maintaining customer records, financial transactions, and administrative documentation in accordance with organisational requirements.
• Providing information and guidance on animal adoptions, rehoming, registrations, responsible pet ownership, and facility services.
• Supporting the coordination of animal intake, release, and customer appointments in line with policies and procedures.

Job description

The City of Whittlesea is seeking a customer‑focussed team member for the Wat Djerring Animal Facility in Melbourne. You will handle enquiries in person, on the phone, and via other channels, processing bookings, registrations, adoptions and customer transactions with accuracy.

You will work in a fast‑paced animal welfare environment, balancing customer needs with animal welfare priorities. The role requires clear communication, empathy and teamwork; prior experience is valued and supervision is