Customer Experience Supervisor

The Lost Dogs Home; City of Melbourne; On-site; AUD 90,000 - 110,000; Full time

Job summary

The Lost Dogs Home is seeking an experienced Customer Experience Supervisor to lead a compassionate and solution-focused service across North Melbourne and Cranbourne. You will shape a contemporary customer experience function and support better outcomes for customers, partners, and the animals in our care.

You’ll manage day-to-day operations, deliver consistent service across in-person, telephone and digital channels, and drive improvements using customer insights and metrics.

Qualifications

• Significant experience managing teams in a customer service function.
• Ability to navigate change and resolve issues or grievances.
• Data-driven approach to drive operational improvements.
• Experience in animal welfare, veterinary services, or related animal-care setting is highly regarded.

Responsibilities

• Deliver consistent, professional and accessible service for adopters, pet owners, community members, donors, commercial clients, local councils and internal teams.
• Oversee customer cases and workflows with clear ownership, accurate records, timely follow-up and complete resolution.
• Act as the escalation point for complex or high-risk complaints, applying problem‑solving and relationship‑management skills.
• Lead call-centre operations and digital communications, establishing channel standards and response timeframes.
• Improve policies, templates and standard operating practices to strengthen consistency and efficiency.
• Improve systems and customer data reporting to drive decisions and improvements.
• Build workforce plans and service coverage across both sites, including rosters, leave, recruitment and induction.
• Coach team members, provide timely feedback and address performance concerns.

Skills

Leadership

Customer service management

Data-driven

Job description

At The Lost Dogs’ Home, we give animals the best chance of a happy and healthy life. We care for lost dogs, cats and other companion animals, reunite pets with their families and find new homes for animals in need.

We’re looking for an accomplished Customer Experience Supervisor to lead an exceptional, compassionate and solution-focused service across our North Melbourne and Cranbourne locations. This is an opportunity to shape a contemporary customer experience function while helping deliver better outcomes for customers, council partners, our people and the animals in our care.

Working closely with our Customer Experience Team Leaders, you’ll inspire and develop a high-performing team of Customer Experience Officers across in-person, telephone and digital channels. You’ll bring the confidence to lead through change, resolve complex matters and create an engaged, accountable culture where people are supported to do their best work.

About the Role

You’ll oversee day-to-day customer service operations while improving the complete customer journey – from first contact through to resolution and ongoing relationship management. Drawing on customer insights, service metrics and technology, you’ll strengthen systems, processes and standards; monitor measures such as Net Promoter Score, response times and resolution rates; and turn data into practical improvements.

Your background may have been built in animal welfare, healthcare, social services or another complex service environment. What matters is your proven success leading a customer service function, applying contemporary service frameworks and developing high-performing teams. You’ll pair strong commercial and operational judgement with genuine customer focus, using feedback and evidence to identify opportunities, innovate and improve.

You’ll champion positive adoption outcomes by ensuring suitable matching, accurate advice and informed decisions. In partnership with Animal Care, Behaviour, Veterinary and External Relations teams, you’ll oversee enquiries, applications, appointments, handovers and follow‑up, and support off‑site adoption and community activities when required.

What You’ll Do

• Deliver consistent, professional and accessible service for adopters, pet owners, community members, donors, commercial clients, local councils and internal teams.
• Oversee customer cases and workflows, with clear ownership, accurate records, timely follow‑up and complete resolution wherever practicable.
• Act as the escalation point for complex, sensitive or high‑risk complaints, animal reclaims and service failures, applying sound problem‑solving, negotiation and relationship‑management skills.
• Lead call‑centre operations and digital communications, establishing clear channel standards, response timeframes and quality assurance.
• Improve policies, procedures, templates and standard operating practices to strengthen consistency, efficiency, compliance and customer outcomes.
• Optimise systems and customer data, reporting on service performance and using insights to drive decisions and operational improvements.
• Build workforce plans and service coverage across both sites, including rosters, leave, recruitment, induction, peak demand and capability development.
• Coach team members, provide timely feedback, recognise great practice and address performance concerns fairly and constructively.

About You

We’re looking for an engaging and credible leader with significant experience managing teams, navigating change and resolving issues or grievances. You communicate with clarity, build trusted partnerships and bring stakeholders together to remove service barriers and achieve mutually beneficial outcomes.

You’re also proactive, data‑driven and comfortable using technology to improve operations. You understand performance measurement in a customer service environment and combine a continuous improvement mindset with the judgement to respond calmly when challenges arise. Experience in animal welfare, veterinary services or a related animal‑care setting will be highly regarded, as will knowledge of the Domestic Animals Act, the Prevention of Cruelty to Animals Act, the Shelter Code of Practice, privacy obligations and relevant regulatory requirements.

Join a supportive, values‑driven workplace where your leadership will have visible impact. You’ll work alongside passionate professionals across Animal Care, Behaviour, Veterinary, Admissions, Ambulance, Local Government, Finance, Facilities and Communications – all united by a commitment to positive outcomes for animals and the community.

Make a Lasting Difference

If you’re excited by the opportunity to build an exceptional customer experience, grow a capable team and contribute to better outcomes for animals and people, we’d love to hear from you.