Customer Care Assistant

Sydney Dogs & Cats Home; Sutherland Shire Council; Presencial; AUD 60 000 - 75 000; Tempo integral

Resumo da oferta

Sydney Dogs & Cats Home in Kurnell is seeking a Customer Care Assistant to deliver high-quality service and best-practice case management for animal and human clients. The role operates across site hours from 7am to 7pm, with shifts from 8am to 5pm and a 76-hour fortnight including every second weekend.

Key duties include data entry, communications with councils and owners, microchip investigations, adoption processing, and maintaining a welcoming reception.

Qualificações

• Experience in customer service administration, preferably within the animal industry.
• Ability to manage time effectively and prioritise tasks.
• Willingness to lift up to 20 kg and handle animals safely.
• Knowledge of companion animal welfare and related legislation.

Responsabilidades

• Enter and maintain information in the animal database for arrivals.
• Communicate with councils, owners, vets and the public about impounded animals.
• Investigate microchips and ownership details to reunite stray animals.
• Process forms, payments and adoption documentation.
• Maintain a clean, welcoming reception and assist with retail inventory.
• Promote fundraising, events, volunteering and fostering opportunities.
• Safely transport animals when required and follow safety procedures.
• Complete end-of-day checks and secure the facility.

Conhecimentos

Customer service

Administrative skills

Time management

Conflict communication

Stakeholder liaison

Animal welfare knowledge

Regulatory awareness

Professional communication

Physical handling of animals

Formação académica

Animal industry qualification

Descrição da oferta de emprego

The Customer Care Assistant provides high-quality customer service and best-practice case management to achieve positive outcomes for the human and animal clients of SDCH. Based primarily at Kurnell, the role operates across site hours of 7am to 7pm, with standard shifts from 8am to 5pm. This full-time position covers 76 hours over a 9‑day fortnight and requires work every second weekend.

Key responsibilities

• Collect, enter and accurately maintain information in the animal database for animals arriving at SDCH.
• Communicate with councils, owners, veterinary clinics, chip registries and members of the public regarding impounded animals.
• Investigate microchips, identification and ownership details, and facilitate the efficient reunion of stray animals with their owners.
• Discuss reclaim fees and processes with owners and authorised persons, record conversations accurately and complete face‑to‑face animal releases.
• Process incoming forms and communications, provide relevant information to councils, and escalation welfare matters, control orders and incidents to the Operations Manager and Animal Care Team.
• Handle animals, including lifting up to 20 kilograms, and manage high‑risk animals using specialised equipment and a fear‑free approach.
• Scan, photograph and record the identification of incoming animals, and report injuries or illness to Animal Care Team Leaders and the veterinary team.
• Deliver professional, friendly and knowledgeable customer service by phone, email and in person.
• Prepare adoption profiles for the SDCH website and rehoming partner sites.
• Process surrender and adoption documentation, payments, financial transactions and daily banking procedures.
• Maintain a clean, safe and welcoming reception area and assist with retail store inventory and product knowledge.
• Promote opportunities for customers to support SDCH through fundraising, events, volunteering and foster care.
• Complete end‑of‑day customer service area checks and ensure the facility is securely locked.
• Undertake animal care duties including feeding, cleaning, medicating, enrichment and socialisation as required.
• Safely transport animals in personal or work vehicles while meeting legal, safety and welfare requirements.
• Maintain transport vehicles, including cleaning, refuelling and secure key storage, and report vehicle issues to the Operations Manager.
• Follow health, safety, risk management and emergency procedures, use personal protective equipment, and report hazards, near misses and injuries promptly.
• Work constructively with colleagues and volunteers, support workplace improvements, assist other departments and represent SDCH at fundraising, media and promotional events as required.
• Adhere to SDCH policies, procedures and administrative requirements, and complete other reasonable tasks requested by management.

What we're looking for

• Experience in customer service administration, preferably within the animal industry.
• Strong administration, time management, organisation and prioritisation skills.
• Experience handling conflict and communicating effectively in emotionally charged situations.
• Knowledge of companion animal welfare and relevant companion animal legislation.
• Council or regulatory experience.
• An animal industry qualification is advantageous.
• The ability to communicate professionally and respectfully with customers, councils, owners, veterinary professionals, colleagues and volunteers.
• The physical capability to safely handle animals, including lifting up to 20 kilograms, and the willingness to use specialised handling equipment and personal protective equipment.
• A proactive approach, sound judgement, attention to detail and commitment to high‑quality shelter operations.