Customer Experience Officer

Lost Dogs Careers; Melbourne; On-site; AUD 60,000 - 75,000; Full time

Benefits offered by this job

Discounts at clinic

Employee Assistance Program

Foster Care Program

Job summary

The Lost Dogs' Home in North Melbourne is seeking a Customer Experience Officer to support adoptions, reclaims, and lost pet searches. The role combines customer service with animal welfare duties in a busy shelter environment.

You will handle inquiries, assist with reclaims and adoptions, and contribute to a compassionate, inclusive workplace while promoting responsible pet ownership.

Qualifications

• Proven customer service experience
• Fundamental animal handling skills
• Interest and passion for animal welfare
• Ability to work autonomously and within a team
• Excellent written and verbal communication skills
• Sound emotional maturity and ethics regarding animals and their welfare

Responsibilities

• Perform administrative tasks: record information about lost and found pets, update adoption profiles, and liaise with councils.
• Handle incoming calls professionally, screen inquiries, and direct to appropriate stakeholders.
• Guide potential adopters through the adoption process, including meet-and-greets with adoption animals.
• Educate the public about responsible pet ownership and animal welfare.
• Assist in reuniting animals with owners by actively contacting owners.
• Process financial transactions and daily banking procedures to balance cashflow.

Skills

Customer service

Animal handling

Communication

Teamwork

Ethics

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:

• Proven customer service experience,
• 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 [e-mail].

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.