Contact Centre Representatives (Casuals)

RSPCA VIC; City of Melbourne; On-site; AUD 55,000 - 75,000; Full time

Benefits offered by this job

Wellbeing support

Staff discounts

Growth opportunities

Job summary

RSPCA Victoria is seeking a Contact Centre Representative for our Inspectorate to be the first point of contact for people reporting animal welfare concerns across Victoria. You will triage calls, record incidents, and direct urgent cases to the Inspectorate team with professionalism and empathy.

This role requires outstanding communication, resilience under emotionally charged situations, and a commitment to animal welfare.

Qualifications

• Ability to work weekends and public holidays, and cover shifts at short notice when required.
• Strong written and verbal communication skills with a compassionate and empathetic approach.
• Provide a high level of customer service, without judgement.
• Excellent problem-solving and time management skills.
• The ability to work calmly and efficiently under pressure.
• A passion for animal welfare.

Responsibilities

• Receive and record reports of animal cruelty, escalating urgent cases to our Inspectorate team.
• Effectively assess the severity of incidents through calls using a structured script, ensuring prompt responses.
• Provide education, support and guidance to influence positive animal welfare outcomes.
• Manage data entry, online forms, and emails related to animal welfare concerns.
• Transfer calls to the appropriate department or external agencies as needed.
• Utilise software and equipment efficiently to complete tasks under pressure.

Skills

Weekend availability

Communication skills

Customer service

Problem solving

Time management

Calm under pressure

Animal welfare passion

Job description

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.

The Role

As a Contact Centre Representative for our Inspectorate, you'll play a vital role in protecting animals across Victoria. You'll be the first point of contact for people concerned about animal welfare, receiving and triaging all calls related to animal cruelty, both emergency and non-emergency. This critical role requires exceptional communication skills, empathy, and the ability to handle emotionally charged situations with professionalism and resilience.

What a typical day looks like

• Receive and record reports of animal cruelty, escalating urgent cases to our Inspectorate team.
• Effectively assess the severity of incidents through calls using a structured script, ensuring prompt responses.
• Provide education, support and guidance to influence positive animal welfare outcomes.
• Manage data entry, online forms, and emails related to animal welfare concerns.
• Transfer calls to the appropriate department or external agencies as needed.
• Utilise software and equipment efficiently to complete tasks under pressure.

What we're looking for

• Ability to work weekends and public holidays, and cover shifts at short notice when required.
• Strong written and verbal communication skills with a compassionate and empathetic approach.
• Provide a high level of customer service, without judgement.
• Excellent problem-solving and time management skills.
• The ability to work calmly and efficiently under pressure.
• A passion for animal welfare.

What we can offer you

• Holistic Wellbeing Support:Your mental and physical health matter to RSPCA. Benefit from a wide range of wellness initiatives, including confidential counselling via their Employee and Volunteer Assistance Program (EVAP), dedicated wellbeing activities, and educational programs.
• Exclusive Staff Discounts:Take advantage of premium discounts across our partner networks and services, including Royal Caninpet food, RSPCA Pet Insurance, Hush Puppiesfootwear, and RSPCA Victoriaretail and veterinary clinic products and services.
• Continuous Growth & Development:RSPCA invests in your professional journey with robust learning and development opportunities specifically curated to support and elevate you in your role.

Recruitment Requirements

• National Police Check (or willingness to obtain one);
• A current and valid tetanus vaccination (or willingness to obtain one).

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 Policyhere.