Customer Service Officer (Part-time) wat djerring Animal Facility

City of Whittlesea; Melbourne; On-site; AUD 70,000 - 86,000; Full time

Benefits offered by this job

Superannuation

Job summary

The City of Whittlesea is seeking a customer‑focussed team member for the Wat Djerring Animal Facility in Melbourne. You will handle enquiries in person, on the phone, and via other channels, processing bookings, registrations, adoptions and customer transactions with accuracy.

You will work in a fast‑paced animal welfare environment, balancing customer needs with animal welfare priorities. The role requires clear communication, empathy and teamwork; prior experience is valued and supervision is

Qualifications

• Enjoy working in a fast-paced animal welfare environment where priorities can change quickly and every day brings something different.
• Have strong multitasking, organisational and time-management skills, with the ability to remain calm and focused while balancing customer needs and animal welfare priorities.
• Communicate confidently with a diverse range of customers and manage challenging interactions with professionalism, patience and empathy.
• Deliver compassionate, customer-focused service while following established policies and guidelines to support positive animal welfare outcomes.

Responsibilities

• Delivering outstanding customer service in person, over the phone, and through other communication channels, ensuring enquiries are handled promptly and professionally.
• Responding to a high volume of telephone calls, providing accurate information, resolving enquiries, and directing customers to appropriate services.
• Processing bookings, appointments, registrations, adoptions, and other customer transactions efficiently and accurately.
• Maintaining customer records, financial transactions, and administrative documentation in accordance with organisational requirements.
• Providing information and guidance on animal adoptions, rehoming, registrations, responsible pet ownership, and facility services.
• Supporting the coordination of animal intake, release, and customer appointments in line with policies and procedures.

Job description

Core Intro The City of Whittlesea is unique. We are a growing and diverse Council, offering interesting work and exciting opportunities to explore. Here, you will find a team of friendly and authentic people who, together, create a fun and supportive environment. It is a place where the real you is welcomed, your wellbeing is prioritised and your work matters. If you are inspired by delivering for our community, have a desire to grow, and can bring a positive energy to share with your talented colleagues, then you might just find your place with us.

The part you will play As part of the team at the wat djerring Animal Facility you will work closely with colleagues, internal stakeholders, and community.

Key Responsibilities

• Delivering outstanding customer service in person, over the phone, and through other communication channels, ensuring enquiries are handled promptly and professionally.
• Responding to a high volume of telephone calls, providing accurate information, resolving enquiries, and directing customers to appropriate services.
• Processing bookings, appointments, registrations, adoptions, and other customer transactions efficiently and accurately.
• Maintaining customer records, financial transactions, and administrative documentation in accordance with organisational requirements.
• Providing information and guidance on animal adoptions, rehoming, registrations, responsible pet ownership, and facility services.
• Supporting the coordination of animal intake, release, and customer appointments in line with policies and procedures.

What We Need

You will thrive in this role if you:

• Enjoy working in a fast‑paced animal welfare environment where priorities can change quickly and every day brings something different.
• Have strong multitasking, organisational and time‑management skills, with the ability to remain calm and focused while balancing customer needs and animal welfare priorities.
• Communicate confidently with a diverse range of customers and manage challenging or emotionally charged interactions with professionalism, patience and empathy, recognising that animal‑related matters can be deeply personal.
• Deliver compassionate, customer‑focused service while consistently following established policies, procedures and guidelines to support positive animal welfare outcomes, seeking supervisor guidance when needed.
• Are a team player who communicates effectively, supports colleagues and understands the importance of working together to provide quality care and service to animals and the community.
• Are adaptable, resilient and solutions‑focused, with a genuine commitment to animal welfare, responsible pet ownership and achieving the best possible outcomes for animals in our care.

Benefits

The total remuneration package is: $78,032.24 + Super

There are many more benefits available to you. Check them out on our website.

Position Description

We are one of the largest and fastest‑growing municipalities in Australia. As a local government organisation, we play a pivotal role in the everyday lives of our community. Our vision is to make Whittlesea2040: A Place for All by ensuring our residents can enjoy access to local services, facilities and infrastructure.

Vision, Purpose and Values

The long‑term vision is Whittlesea2040: A place for all. It guides all our work and future partnerships with the community and others. Our vision, purpose and values all feed into this overarching commitment.

Our Customer Charter

We're committed to providing excellent service and satisfaction to all community members: residents, businesses, vendors and visitors. As part of this commitment, we've developed a Customer Charter that outlines the standards of Service you can expect from us.

We Value Diversity

We recognise that our people are diverse, we create a work environment where all people feel like they can bring their true selves to work, every day. Research tells us that candidates from underrepresented backgrounds often don’t apply for roles if they don’t meet all the criteria – unlike a majority of candidates who meet significantly fewer requirements. We support and encourage you to apply if you are interested; we’d love to know how your unique experience can enhance our team.

We welcome applications from international candidates if you have a valid Visa to work in Australia.

The closing date is Sunday22November2026.