Job Description
About RSPCA Queensland
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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.
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Our Purpose:
We exist for animals to live better lives.
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About the Role
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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.
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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.
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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.
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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.
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What We're Looking For
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We're looking for an experienced customer service leader who thrives in a fast-paced environment and enjoys balancing people leadership with operational excellence.
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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.
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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.
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What You'll Do
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In this role, you will:
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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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What You'll Bring to the Role
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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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Robust 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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Strong 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.
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Why Join Us?
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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.
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At
RSPCA Queensland,
every role contributes to a better future for animals.
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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.
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Interested?
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If this sounds like the perfect opportunity for you, apply today!
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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.
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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.

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