/n About RSPCA Queensland /n /n 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. /n /n Our Purpose: We exist for animals to live better lives. /n /n About the Role /n /n 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. /n /n 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. /n /n 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. /n This is an exciting chance 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. /n /n What We’re Looking For /n /n We’re looking for an experienced customer service leader who thrives in a fast-paced workplace and enjoys balancing people leadership with operational excellence. /n /n 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. /n /n 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. /n /n What You’ll Do /n /n In this role, you will: /n /n /n

- Lead the daily operations of the Adoptions Office and City of Moreton Bay Pound.

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- Coach, support and develop customer service team members and volunteers.

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- Deliver exceptional customer service across adoptions, reclaims, registrations and enquiries.

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- Manage animal-related administrative processes, records and databases.

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- Build and maintain positive relationships with Council representatives and stakeholders.

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- Coordinate customer requests relating to adoptions, surrenders and private euthanasia services.

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- Monitor pound capacity and support compliance with council service agreements.

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- Analyse operational trends and contribute to reporting requirements.

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- Drive retail performance and maintain high presentation standards within customer service areas.

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- Support roster coordination, team communication and continuous improvement initiatives.

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- Demonstrated experience in a customer service leadership, supervisory or team leader role.

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- Proven ability to lead, motivate and develop high-performing teams.

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- Strong customer service skills with experience handling complex enquiries and complaints.

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- Excellent communication skills and the ability to build positive stakeholder relationships.

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- Robust organisational skills with the ability to manage competing priorities.

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- Experience maintaining accurate records, databases and administrative systems.

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- Sound problem-solving and decision-making capabilities.

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- Ability to analyse information and identify operational improvements.

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- Experience working within retail, local government, animal welfare or community service environments will be highly regarded.

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- Intermediate computer skills across Microsoft Office and business systems.

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- A genuine commitment to animal welfare and alignment with RSPCA Queensland’s purpose and values.

/n /n /n Why Join Us? /n /n /n

- 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.

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- 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.

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- Professional Growth: Access expansive learning and development programs to help you elevate your career and skill set.

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- Purpose-Driven Impact: Be part of a mission-driven organisation where every task makes a tangible difference to animal welfare.

/n /n /n At RSPCA Queensland, every role contributes to a better future for animals. /n /n 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. /n /n Interested? /n /n If this sounds like the perfect opportunity for you, apply today! /n /n 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. /n /n 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. /n

📌 Customer Services Team Leader (Brisbane)
🏢 RSPCA QLD
📍 Brisbane