Customer Experience Manager - Compassionate Frontline Leader

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

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.