Frontline Animal Welfare Care Advisor

Rspca Qld; Brisbane; On-site; AUD 52,000 - 68,000; Full time

Benefits offered by this job

Paid parental leave (8 weeks)

Flexible working arrangements

Study leave

Leave for pets

Counselling and mental health services

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 Care Officer to join our frontline team. You will handle a diverse range of enquiries from the public, document information accurately, and escalate urgent welfare concerns.

The role requires empathy, calm judgement, and the ability to work across a rotating roster. Responsibilities include taking calls about welfare issues, preparing reports for Inspectorate teams, and coordinating appointments.

Qualifications

• Minimum 2 years’ experience in customer service or a busy contact centre – or transferable life experience in managing sensitive or complex conversations.
• Confident, clear communication skills and a calm, compassionate approach under pressure.
• Strong problem‑solving skills and sound judgment to handle enquiries with accuracy and care.
• Emotional resilience to manage challenging or distressing situations.

Responsibilities

• Take inbound calls from the public, ranging from general animal welfare enquiries to urgent rescue and cruelty reports.
• Apply knowledge of animal welfare legislation across multiple states to assess, prioritise, and record information accurately.
• Prepare detailed cruelty and rescue reports for Inspectorate teams in Queensland, Western Australia, and South Australia – reports that may be used in court proceedings.
• Complete administrative and coordination tasks such as appointment scheduling, report taking, file creation, and case amendments, ensuring all work is reviewed and approved prior to submission.
• Collaborate closely with Dispatchers, Team Leaders, Managers, and Inspectors to ensure urgent cases are prioritised and responded to effectively.
• Provide compassionate support to callers – including those who may be distressed or emotional – while maintaining professionalism, empathy, and clear communication at all times.
• Use reference materials, training tools, and internal resources to deliver accurate, high‑quality outcomes for all clients and internal teams. Manage workload effectively to meet departmental KPIs, supported by regular coaching, feedback, and ongoing training.

Skills

Customer service

Communication skills

Emotional resilience

Problem solving

Attention to detail

Organisation

Empathy

Flexibility

Active listening

Job description

RSPCA Queensland is seeking a Customer Care Officer to join our frontline team. You will handle a diverse range of enquiries from the public, document information accurately, and escalate urgent welfare concerns.

The role requires empathy, calm judgement, and the ability to work across a rotating roster. Responsibilities include taking calls about welfare issues, preparing reports for Inspectorate teams, and coordinating appointments.