About RSPCA Queensland
For nearly 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
We’re looking for a people-focused and hands-on leader to oversee the day-to-day operations of both the RSPCA Adoptions Office and the City of Moreton Bay Pound at our Dakabin shelter. As the Customer Service Team Lead, you’ll lead a customer service team that delivers compassionate, professional and solutions-focused support to the community, while ensuring compliance with council processes, local laws and service agreements.
This is a dynamic role that blends customer service leadership, retail operations, stakeholder engagement and animal welfare support. You’ll work closely with council representatives, internal RSPCA teams and the wider community to create positive experiences for both people and animals.
If you love leading people, building positive community experiences and working in a fast-paced environment where no two days look the same, this could be the perfect role for you.
What We’re Looking For
You’re a confident and approachable leader who knows how to support, coach and motivate a team to deliver consistently high standards of customer service. You have strong communication skills, enjoy working with a wide range of people and can navigate challenging situations with professionalism, empathy and discretion.
You’re highly organised, adaptable and capable of balancing competing priorities in a busy operational environment. You’ll also bring strong attention to detail, confidence working across multiple systems and a proactive, solutions-focused mindset.
Most importantly, you genuinely care about animal welfare and are passionate about contributing to positive outcomes for both animals and the community.
What You’ll Do
In this role, you will:
- Lead the day-to-day operations of the RSPCA Adoptions Office and City of Moreton Bay Pound at Dakabin.
- Support, coach and supervise customer service team members to deliver exceptional service outcomes.
- Manage customer enquiries across phone, email and front counter interactions.
- Coordinate animal impoundments, registrations, reclaims, surrenders and adoptions in line with council and organisational procedures.
- Promote responsible pet ownership and provide guidance to members of the public in line with local laws and RSPCA guidelines.
- Build strong working relationships with council representatives, internal teams, volunteers and the wider community.
- Assist with roster coordination and support the smooth operation of both reception and pound administration functions.
- Monitor pound capacity and support positive welfare outcomes for animals in care.
- Support retail operations, including sales performance and presentation standards across customer-facing areas.
- Prepare reports and maintain accurate records across multiple systems and databases.
- Assist with managing customer concerns and complaints in a professional and solutions-focused manner.
- Foster a collaborative, positive and high-performing team culture aligned with RSPCA Queensland’s values.
What You’ll Bring to the Role
- Experience leading or supervising customer service, reception or retail teams.
- Strong communication and interpersonal skills with the ability to work effectively with a wide range of people.
- Demonstrated ability to handle difficult conversations and resolve customer concerns professionally and empathetically.
- Strong administration, organisational and time management skills.
- Confidence using multiple computer systems, databases and POS platforms.
- The ability to manage competing priorities and adapt in a fast-paced environment.
- A proactive, solutions-focused and team-oriented approach.
- High attention to detail and commitment to maintaining accurate records and processes.
- Experience within animal welfare, veterinary, local government, compliance or not-for-profit environments will be highly regarded.
- A genuine passion for animal welfare and community outcomes.
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 Qld, we encourage you to grow your skills, expand your responsibilities, and explore different career pathways. By enhancing your qualifications and capabilities, you can take
advantage of internal opportunities across our many departments – from animal care to operations, outreach, and more.
Interested?
If this sounds like the perfect opportunity for you, apply today!
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.
