• One of Victoria's most recognised not-for-profit animal welfare organisations
• Opportunity to provide support to RSPCA Victoria staff and volunteers
• 12 Month Fixed-Term Contract Role

About RSPCA Victoria

RSPCA Victoria is a non-government, community-based, not-for-profit organisation whose vision is ‘ending cruelty to all animals’. We are Victoria’s best-known and most respected animal welfare organisation.

Our organisation’s purpose is to work with the community to achieve outstanding animal welfare through education, advocacy, and animal care and protection. RSPCA Victoria’s values - clarity and accountability, respect and consideration, and expertise and collaboration - set clear expectations for all our staff and volunteers.

About the Role

We are currently searching for an experienced and self-motivated Customer Experience Supervisor to join our Client Services team. This role will be responsible for leading teams of employees and volunteers in the provision of high levels of service to customers that enhances the reputation of RSPCA Victoria within the community.

Duties and Responsibilities

• Manage, lead, train and develop teams of staff and volunteers across metropolitan shelters to the highest levels of performance, engagement and job satisfaction.
• Provide, and lead teams in providing, a high level of service to customers and external organisations (such as local governments) to enhance the reputation of RSPCA Victoria.
• Lead the provision of education, support and guidance to members of the public to influence positive animal welfare outcomes and promote the services of RSPCA Victoria.
• Effectively manage and resolve customer related issues, such as complex complaints and reclaims, for Client Services as well as the wider organisation.
• Prepare, publish and update rosters in a timely manner for metropolitan shelters in line with employee availability and budget resources.
• Ensure the Client Services team is appropriately managing cash at site by enforcing relevant policy and procedures and investigating and resolving banking discrepancy escalations across metropolitan shelters.
• Lead the development and implementation of new and improved processes, policies and standard operating procedures to ensure the consistent delivery of high-level customer service that builds RSPCA Victoria’s reputation and positively engages the community in line with business objectives.
• Build the capability of staff and volunteers to deliver high levels of customer service in all their interactions with our customers to build a customer centric culture across RSPCA Victoria.
• Contribute to the development and implementation of the Client Services and Operations business plan to deliver the required performance outcomes in accordance with broader organisational goals, and within budget.
• Lead and contribute to a positive and inclusive work environment by effectively communicating and working collaboratively with team members and peers across all departments, and consistently role modelling the RSPCA Victoria values and associated policies.
• Ensure a safe working environment whereby employees and volunteers perform their duties safely and adhere all WH&S policies and procedures, including responsibility for undertaking investigations and corrective actions to reduce the risk and likelihood of incidents occurring.

What we are looking for

• Substantial experience in a people leadership role.
• Previous experience in an animal care or customer service role, including knowledge of animal anatomy, behaviour, disease recognition and safe handling.
• Ability to work in a fast paced and challenging work environment, whilst showing great care and compassion to the animals in our shelter and members of the public and team.
• Demonstrated experience working collaboratively in a team environment.
• The ability to work rotating rosters including weekends and public holidays.
• Holds or is willing to complete a Certificate II in Animal Studies or Customer Service (or equivalent) will be highly regarded.
• Previous experience working in the not-for-profit sector would be desirable.
• Willingness to undergo a National Police Check, Working with Children Check, and current tetanus vaccination.

Please note: To be considered for this role, you must also be able to provide evidence of your COVID-19 Double vaccination certificate.

What we can offer you

• Encouraged work-life balance and a broad range of leave entitlements, including annual leave, personal leave, additional leave (6 days per year pro-rata), purchased leave, paid parental leave, study leave and paid family and domestic violence leave.
• Access to a range of mental health and wellbeing supportive initiatives, including confidential counselling services, education programs, access our Parents and Carers platform that has a wealth of resources to support working parents and carers.
• Generous discount on products and services, including pet food, Hush Puppies footwear and RSPCA Victoria retail and vet clinic products and services.
• Salary packaging and novated lease arrangements on offer with leading provider, Maxxia.
• Access to a range of learning and development opportunities that will benefit and support you in your role.

How to apply

If this role is of interest to you, click Apply Now to submit your application with your cover letter and resume, addressing how you meet the selection criteria. 

To learn more about our organisation and this job opportunity, please visit our website at www.rspcavic.org and download the Position Description attached to this advertisement for more details.

Alternatively, please contact Marissa at [email protected] using the subject line: Customer Experience Supervisor enquiry via EthicalJobs.

RSPCA Victoria is committed to creating a diverse and inclusive work environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment and we strongly encourage people from all cultural backgrounds to apply, including Aboriginal and Torres Strait Islander people.