Customer Experience Manager

RSPCA WA; Perth; On-site; AUD 90,000 - 130,000; Full time

Benefits offered by this job

Free onsite parking

Staff discounts on selected services

Pet products

Dog-friendly workplace

Opportunities to learn from experts

Job summary

RSPCA WA is seeking a Customer Experience Manager to lead the Customer Contact Centre and ensure compassionate, professional service for animal welfare inquiries across Western Australia.

You will guide a small team, triage and escalate complex cases, and collaborate with welfare, inspectorate and operations teams to deliver a positive customer experience even in challenging circumstances.

Qualifications

• Experience leading a customer-facing, service delivery or operational team.
• Ability to coach and develop team members.
• Calm, resilient and solutions-focused under pressure.
• Strong communication and stakeholder management skills.
• Genuine interest in animal welfare and community service.

Responsibilities

• Lead and support a small team handling animal welfare reports from the public.
• Oversee intake assessment, triage and escalation of concerns.
• Provide guidance on complex enquiries and escalations.
• Monitor service delivery, response times and quality standards.
• Identify improvements to processes, training and service delivery.
• Collaborate with internal teams to support effective referrals.

Job description

At RSPCA WA, our Customer Experience team is often the first point of contact for people seeking help, reporting animal welfare concerns, or navigating sensitive situations involving animals in need. Every interaction has the potential to contribute to better outcomes for animals across Western Australia.

We're looking for an experienced and supportive leader to oversee this important frontline service and ensure every enquiry is handled with care, professionalism, and purpose.

About the role

As our Customer Experience Manager, you will be responsible for the day-to-day operations of our Customer Contact Centre, providing guidance and support in an environment where empathy, resilience, and sound judgement are essential.

Working closely with teams across animal welfare, inspectorate, and operations, you will help ensure information is assessed accurately, enquiries are directed appropriately, and people receive a positive experience during what can often be challenging circumstances.

What you'll be doing

Leading and supporting a small team responsible for responding to animal welfare and cruelty-related reports from the public.

Ensuring the timely assessment, triage, and escalation of animal welfare concerns.

Providing guidance on complex enquiries and customer escalations.

Monitoring service delivery, response times, and quality standards.

Identifying and implementing improvements to processes, training, and service delivery.

Working closely with internal teams to support effective communication and referral pathways.

About you

Experience leading a customer-facing, service delivery or operational team, ideally in a high-pressure environment such as community services, healthcare or emergency response.

Strong people leadership skills, with the ability to coach, support, and develop team members.

Confidence managing complex enquiries and escalated matters with empathy, professionalism, and sound judgement.

Excellent communication skills, stakeholder management, and the ability to make effective decisions under pressure.

A calm, positive, resilient, and solutions-focused approach.

A genuine interest in animal welfare and community service.

You will be part of an organisation dedicated to improving the lives of animals across Western Australia. This is an opportunity to apply your leadership experience in a role where the work is meaningful and no two days are the same.

A passionate and purpose-driven team environment

Free onsite parking

Staff discounts on selected services and pet products

Opportunities to learn from experienced animal welfare professionals

A dog-friendly workplace where animals are a part of everyday life

At RSPCA WA, we celebrate diversity and are committed to creating a respectful, inclusive workplace where everyone is valued and treated with dignity.

Please note:The successful applicant will be required to undergo a National Police Clearance and hold full Australian working rights.

The Royal Society for the Prevention of Cruelty to Animals Western Australia (RSPCA WA) was established 120 years ago and is the state's oldest, largest and leading animal welfare charity.

RSPCA WA's aim is to protect all animals from cruelty by actively promoting public awareness about animal welfare and advocating for improvements in the way people relate to animals. We work with governments, community and farming groups, helping animals by showing people how.

Our RSPCA Inspectors enforce the Animal Welfare Act 2002 protecting animals from cruelty, dealing with more than 16,000 cruelty complaints every year, prosecuting offenders and rescuing animals from dangerous situations. All our staff and volunteers help to prevent cruelty by working with people of all ages, especially children and young people, to promote the value and meaning of animals in our lives.

Source: This is an extract from the company's own website.

The Royal Society for the Prevention of Cruelty to Animals Western Australia (RSPCA WA) was established 120 years ago and is the state's oldest, largest and leading animal welfare charity.

RSPCA WA's aim is to protect all animals from cruelty by actively promoting public awareness about animal welfare and advocating for improvements in the way people relate to animals. We work with governments, community and farming groups, helping animals by showing people how.

Our RSPCA Inspectors enforce the Animal Welfare Act 2002 protecting animals from cruelty, dealing with more than 16,000 cruelty complaints every year, prosecuting offenders and rescuing animals from dangerous situations. All our staff and volunteers help to prevent cruelty by working with people of all ages, especially children and young people, to promote the value and meaning of animals in our lives.

Source: This is an extract from the company's own website.