Customer Experience Officer

The Lost Dogs Home; Melbourne; On-site; AUD 55,000 - 70,000; Full time

Benefits offered by this job

Employee Assistance Program

Foster Care Program

Discounts at Primary Care Veterinary**

Job summary

The Lost Dogs Home in North Melbourne is seeking a Customer Experience Officer to deliver exceptional service while supporting adoptions, reclaims and lost pet searches. The role blends administrative tasks with compassionate animal welfare advocacy in a busy shelter environment.

You will engage with the public, guide adopters through the process, and help ensure a smooth adoption experience, including meet-and-greets and post-adoption support.

Qualifications

• Experience in delivering high-quality customer experiences in fast-paced environments.
• Ability to de-escalate tense situations and maintain composure.
• Interest in animal welfare and willingness to learn shelter processes.

Responsibilities

• Handle inquiries from the public about adoptions, reclaims and lost pets.
• Guide adopters through the process and coordinate meet-and-greets with animals.
• Record information about pets, adoptions and transfers accurately in the shelter system.
• Handle payments and daily banking procedures as part of daily operations.
• Educate the public on responsible pet ownership and welfare practices.
• Support in reuniting animals with owners when possible.

Skills

Customer service

De-escalation

Animal welfare

Rotating roster

Job description

Full-time opportunity: 76 hours per fortnight

Part-time opportunity: 65 hours per fortnight

Advertising Summary:

Join The Lost Dogs’ Home in North Melbourne as a Customer Experience Officer and bring purpose to your career by assisting in reuniting lost pets with their owners and facilitating animal adoptions. This rewarding full-time role blends customer service excellence with animal welfare advocacy in a vibrant and inclusive work environment. If you're passionate about animals, customer service, and making a difference.

About us:

At The Lost Dogs’ Home, we are a foundation in Victoria's animal welfare landscape, celebrated for our compassionate care of around 18,000 lost and abandoned dogs and cats every year. Beyond caring for animals, we are dedicated to providing diverse animal welfare and community programs, all aimed at giving animals the best chance of a happy and healthy life. Our mission is upheld by passionate individuals who embody a profound affinity for animals, community, and advocacy.

About the role:

The Lost Dogs' Home is seeking a full-time and part-time Customer Experience Officer for our North Melbourne shelter. In this diverse role, you will deliver exceptional customer service to the public, assisting with adoptions, reclaims, lost pet searches, and animal surrenders.

This unique position allows you to apply your customer service skills in a challenging yet rewarding environment. The role combines fast-paced customer service, administrative tasks, and some animal handling.

Key Responsibilities:

• Perform administrative tasks, including recording information about lost and found pets, updating adoption profiles, communicating with councils, and handling ad hoc duties.
• Professionally and courteously handle incoming calls, screen and direct them to appropriate stakeholders, and answer general inquiries about shelter operations, such as adoptions and lost/found animal information.
• Guide potential adopters through the adoption process, including facilitating meet and greets with our adoption animals.
• Educate the public about responsible pet ownership and maintaining the health and wellbeing of their pets.
• Assist in reuniting animals with their owners by actively trying to contact the owners.
• Process financial transactions and perform daily banking procedures to ensure balance.

About you:

You’re someone who has a genuine interest in animal welfare. Bringing your positive energy, and enthusiasm to work each day, the team are happy to be working alongside you. Handling dogs and cats comes naturally because you have basic knowledge of animal behaviour. You are experienced in handling customer de-escalations and love working a rotating roster, whether that includes weekdays, weekends (rotating roster) and/or public holidays. You will also have:

• Fundamental animal handling skills and confidence handling dogs and cats of different breeds,
• Interest and passion for animal welfare in a shelter setting,
• Demonstrated ability to work both autonomously and within a team,
• Excellent written and verbal communication skills,
• Sound emotional maturity and ethics regarding animals and their welfare.

What we can offer:

• A purposeful animal welfare career,
• Fantastic career development and opportunities,
• Discounts at our general practice clinic, Primary Care Veterinary Clinic,
• Access to our Employee Assistance Program,
• Access to the Foster Care Program,
• A unique and friendly working environment (surrounded by animals!),
• Rewarding work with animals in need of a forever home.

If you have the skills, experience and enthusiasm to be successful in this role.

If you have any further questions or queries regarding the role, please email @dogshome.com .

The successful applicant will be required to satisfactorily complete background screening checks.
The Lost Dogs’ Home is an equal opportunity employer committed to providing a working environment that embraces and values diversity and inclusion. Only candidates with the right to work in Australia may apply for this position.