Customer Services Team Leader

RSPCA Queensland Ltd.; Brisbane; On-site; AUD 70,000 - 90,000; Full time

Benefits offered by this job

8 weeks paid parental leave

Flexible working arrangements

Study leave

Leave for your furry companions

Counselling and mental health services

Free on-site parking

Exclusive discounts

Novated leases

50% off Royal Canin pet food

Free pet adoption options

Job summary

RSPCA Queensland is seeking a Customer Services Team Leader to manage the Adoptions Office and City of Moreton Bay Pound at the Dakabin Animal Care Campus. You will lead a dedicated team, oversee customer service across adoptions, registrations, and enquiries, and ensure animal welfare outcomes while complying with council agreements.

You will coach staff, collaborate with Council representatives, volunteers, and internal stakeholders, and drive continuous improvement to deliver outstanding

Qualifications

• Demonstrated experience in customer service leadership or supervisory roles.
• Ability to lead, motivate and develop high-performing teams.
• Strong customer service skills with experience handling complex inquiries and complaints.
• Excellent communication and stakeholder relationship-building abilities.
• Strong organisational skills and ability to manage competing priorities.
• Experience maintaining accurate records and administrative systems.
• Ability to analyse information and identify operational improvements.

Responsibilities

• Lead the daily operations of the Adoptions Office and City of Moreton Bay Pound.
• Coach, support and develop customer service team members and volunteers.
• Deliver exceptional customer service across adoptions, reclaims, registrations and enquiries.
• Manage animal-related administrative processes, records and databases.
• Build and maintain positive relationships with Council representatives and stakeholders.
• Coordinate customer requests relating to adoptions, surrenders and private euthanasia services.
• Monitor pound capacity and support compliance with council service agreements.
• Analyse operational trends and contribute to reporting requirements.
• Drive retail performance and maintain high presentation standards within customer service areas.
• Support roster coordination, team communication and continuous improvement initiatives.

Skills

Customer service leadership

Team development

Stakeholder management

Communication

Problem-solving

Organisational skills

Customer service excellence

Tools

Microsoft Office

Business systems

Job description

For more than 140 years, RSPCA Queensland has been a leading animal welfare charity, dedicated to improving the lives of animals - whether domestic, farmed, or native. We care for over 42,000 animals annually, relying on the generosity of animal lovers like you to fund 91% of our life-changing services.

Our Purpose:

We exist for animals to live better lives.

About the Role

Every interaction matters. As the first point of contact for many members of our community, this role is an opportunity to create positive experiences while supporting life-changing outcomes for animals.

As our Customer Services Team Leader, you'll lead the day-to-day operations of the Adoptions Office and City of Moreton Bay Pound at our Dakabin Animal Care Campus. You'll provide leadership and support to a dedicated customer service team, oversee a wide range of animal-related administrative services, and ensure exceptional customer experiences across every interaction.

Working closely with Council representatives, volunteers, internal stakeholders and the community, you'll help deliver efficient services that support animal welfare outcomes while ensuring compliance with council agreements and organisational requirements.

This is an exciting opportunity for someone who enjoys leading people, solving problems and creating a positive, high-performing team environment where both animals and people benefit from excellent service.

What We're Looking For

We're looking for an experienced customer service leader who thrives in a fast-paced environment and enjoys balancing people leadership with operational excellence.

You’ll be a confident communicator with the ability to build strong relationships across a diverse range of stakeholders. Whether coaching team members, supporting volunteers, managing customer enquiries or working collaboratively with Council representatives, you’ll bring a calm, solutions-focused approach and a genuine commitment to delivering outstanding service.

You’ll enjoy leading by example, supporting others to succeed and finding practical solutions to day-to-day challenges. Above all, you’ll be passionate about creating positive experiences for customers while contributing to meaningful outcomes for animals in need.

What You’ll Do

• Lead the daily operations of the Adoptions Office and City of Moreton Bay Pound.
• Coach, support and develop customer service team members and volunteers.
• Deliver exceptional customer service across adoptions, reclaims, registrations and enquiries.
• Manage animal-related administrative processes, records and databases.
• Build and maintain positive relationships with Council representatives and stakeholders.
• Coordinate customer requests relating to adoptions, surrenders and private euthanasia services.
• Monitor pound capacity and support compliance with council service agreements.
• Analyse operational trends and contribute to reporting requirements.
• Drive retail performance and maintain high presentation standards within customer service areas.
• Support roster coordination, team communication and continuous improvement initiatives.

What You’ll Bring to the Role

• Demonstrated experience in a customer service leadership, supervisory or team leader role.
• Proven ability to lead, motivate and develop high-performing teams.
• Strong customer service skills with experience handling complex enquiries and complaints.
• Excellent communication skills and the ability to build positive stakeholder relationships.
• Strong organisational skills with the ability to manage competing priorities.
• Experience maintaining accurate records, databases and administrative systems.
• Sound problem-solving and decision-making capabilities.
• Ability to analyse information and identify operational improvements.
• Experience working within retail, local government, animal welfare or community service environments will be highly regarded.
• Intermediate computer skills across Microsoft Office and business systems.
• A genuine commitment to animal welfare and alignment with RSPCA Queensland's purpose and values.

Why Join Us?

• Comprehensive Support: Enjoy 8 weeks of paid parental leave, flexible working arrangements, study leave, and even leave for your furry companions. We also provide access to counselling and mental health services.
• Employee Perks: From free on-site parking to exclusive discounts, novated leases, and 50% off Royal Canin pet food, we've got you covered! You can also adopt a new furry friend with free adoption options.
• Professional Growth: Access expansive learning and development programs to help you elevate your career and skill set.
• Purpose-Driven Impact: Be part of a mission-driven organisation where every task makes a tangible difference to animal welfare.

At RSPCA Queensland, every role contributes to a better future for animals.

You’ll play a key role in shaping the customer experience at one of Queensland's busiest animal care facilities while leading a dedicated team committed to improving animal welfare outcomes every day.

Successful candidates will be required to undergo a Police Check for the safety and well-being of the community, staff, and animals. A pre-employment medical assessment may also be required.

RSPCA Queensland acknowledges the Australian Aboriginal and Torres Strait Islander peoples as the Traditional Custodians of the land. We are an equal opportunity employer committed to a fair and inclusive hiring process, welcoming applicants of all backgrounds, regardless of faith, ethnicity, sexual orientation, or gender identity.