Customer Care Supervisor

RSPCA Victoria; City of Melbourne; On-site; AUD 90,000 - 110,000; Full time

Benefits offered by this job

Leave entitlements

RDOs

Wellbeing program

Staff discounts

Salary packaging

Professional development

Job summary

RSPCA Victoria is seeking an experienced Customer Care Supervisor to lead and mentor our shelter customer care teams across Burwood East and Pearcedale. In this pivotal role, you will drive change, champion continuous improvement, and ensure high standards of animal welfare outcomes while delivering compassionate service to staff, volunteers, and the public.

The role involves on-site operations, staff development, and collaboration with adoption services, with travel between sites and a focus on

Qualifications

• Proven leadership experience guiding teams through change.
• Strong track record in service delivery improvement and data-driven decisions.
• Working knowledge of animal welfare practices and safe handling.

Responsibilities

• Lead and mentor staff and volunteers through organizational and operational transitions, maintaining high engagement, morale and performance.
• Drive the development and implementation of new processes, SOPs and policies to foster continuous improvement.
• Refine rehoming programs and adoption practices using data and stakeholder feedback.
• Oversee day-to-day shelter customer care, adoption services, and phone rooms with a collaborative team focus.
• Resolve complex customer complaints, welfare cases and banking discrepancies while upholding cash-handling policies.

Skills

Change Leadership

Continuous Improvement

Animal Welfare

Resilience & Compassion

Education

Certificate II in Animal Studies

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

We are seeking an experienced Customer Care Supervisor to lead, mentor, and inspire dedicated teams of staff and volunteers through an exciting and dynamic period of transition. In this pivotal role, you will champion change leadership, guiding your teams through operational shifts with resilience, clear communication, and empathy. You will be a driving force for continuous improvement, constantly evaluating processes to elevate customer service, streamline shelter operations, and optimise animal welfare outcomes.

Key Responsibilities

• Lead Through Change: Guide, support, and motivate staff and volunteers through organizational and operational transitions, maintaining high engagement, morale, and performance.
• Drive Continuous Improvement: Spearhead the development, implementation, and training of new and improved processes, standard operating procedures, and policies to foster a culture of ongoing optimization.
• Enhance Animal Welfare Outcomes: Utilize data, stakeholder feedback, and continuous improvement initiatives to refine rehoming programs, reduce the length of stay for animals, and strengthen adoption practices.
• Operations & Team Leadership: Manage day-to-day shelter customer care, adoption services, and phone rooms, ensuring adherence to industry standards and fostering a collaborative, inclusive work environment.
• Issue Resolution & Compliance: Effectively resolve complex customer complaints, welfare boarding cases, and reclaims, while enforcing cash‑handling policies and investigating banking discrepancies.

What we’re looking for

• Change Leadership Expertise: Substantial experience in a people leadership role with a proven track record of successfully guiding teams through operational changes, transitions, and growth.
• Continuous Improvement Mindset: Demonstrated ability to embrace new ideas, leverage data and feedback, and implement process improvements that elevate service delivery.
• Animal Welfare Knowledge: Previous experience in an animal care or customer service environment, including a strong working knowledge of animal anatomy, behaviour, disease recognition, and safe handling practices.
• Resilience & Compassion: Exceptional capability to thrive in a fast‑paced, challenging environment while showing profound care and compassion for animals, the public, and team members.

What we can offer you

• Genuine Work‑Life Balance & Generous Leave:Access a comprehensive suite of leave entitlements designed to support your lifestyle and wellbeing. This includes annual and personal leave, 6 additional days of paid leave per year(pro‑rata), purchased leave options, paid parental leave, study leave, and paid family and domestic violence leave.
• Accrued Days Off (RDOs):Enjoy standard RDO agreements that offer up to 12 additional days off per year, allowing you more time to recharge.
• 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.
• Maximise Your Take‑Home Pay:Access tax‑effective salary packaging and novated lease arrangements through their leading workplace benefits provider, Maxxia.
• 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

• Driver’s licence is strongly preferred, as this role is expected to travel between both Burwood East and Pearcedale sites.
• Required to work on‑site across both the Burwood East and Pearcedale sites, to provide hands‑on support to our Customer Care Team
• Willingness to undergo a National Police Check and obtain an Employee Working with Children’s Check
• Current tetanus vaccination or willingness to obtain

Highly regarded

• Holds or is willing to complete a Certificate II in Animal Studies.

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.