Customer Care Officer

Rspca Qld; Brisbane; On-site; AUD 52,000 - 68,000; Full time

Benefits offered by this job

Paid parental leave (8 weeks)

Flexible working arrangements

Study leave

Leave for pets

Counselling and mental health services

On-site parking

Exclusive discounts

Novated leases

50% off Royal Canin pet food

Free pet adoption options

Job summary

RSPCA Queensland is seeking a Customer Care Officer to join our frontline team. You will handle a diverse range of enquiries from the public, document information accurately, and escalate urgent welfare concerns.

The role requires empathy, calm judgement, and the ability to work across a rotating roster. Responsibilities include taking calls about welfare issues, preparing reports for Inspectorate teams, and coordinating appointments.

Qualifications

• 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.
• Emotional resilience to manage challenging or distressing situations.

Responsibilities

• 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.

Skills

Customer service

Communication skills

Emotional resilience

Problem solving

Attention to detail

Organisation

Empathy

Flexibility

Active listening

Job description

Job Description

About RSPCA Queensland

For more than 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 91% of our life-changing services.

About the Role

Every call is different but every call is an opportunity to help an animal or person in need.

As a Customer Care Officer, you’ll be part of our frontline Customer Care Team, responding to a diverse range of enquiries from the public. From general animal welfare questions through to urgent rescue reports and cruelty concerns, you’ll listen, ask the right questions and ensure information is captured accurately so the right action can be taken.

This is meaningful work that requires empathy, sound judgement and the ability to remain calm when conversations are complex or emotional.

We currently have multiple opportunities available within our Customer Care Team:

• 1 x Part-time – 36 hours per week
• 1 x Part-time – 27 hours per week
• 1 x Full-time – 38 hours per week

Shifts are rostered between 7am–7pm across weekdays, weekends and public holidays. As our services operate 365 days a year, flexibility across the roster is essential.

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 (7am – 7pm, 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, 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, every role contributes to a better future for animals.

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.