Job Description
/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 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. /n /n What We’re Looking For /n /n We’re looking for an experienced customer service leader who thrives in a fast-paced environment 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. /n
- Coach, support and develop customer service team members and volunteers. /n
- Deliver exceptional customer service across adoptions, reclaims, registrations and enquiries. /n
- Manage animal-related administrative processes, records and databases. /n
- Build and maintain positive relationships with Council representatives and stakeholders. /n
- Coordinate customer requests relating to adoptions, surrenders and private euthanasia services. /n
- Monitor pound capacity and support compliance with council service agreements. /n
- Analyse operational trends and contribute to reporting requirements. /n
- Drive retail performance and maintain high presentation standards within customer service areas. /n
- Support roster coordination,



team communication and continuous improvement initiatives. /n /n /n What You’ll Bring to the Role /n /n /n
- Demonstrated experience in a customer service leadership, supervisory or team leader role. /n
- Proven ability to lead, motivate and develop high-performing teams. /n
- Robust customer service skills with experience handling complex enquiries and complaints. /n
- Excellent communication skills and the ability to build positive stakeholder relationships. /n
- Strong organisational skills with the ability to manage competing priorities. /n
- Experience maintaining accurate records, databases and administrative systems. /n
- Sound problem-solving and decision-making capabilities. /n
- Ability to analyse information and identify operational improvements. /n
- Experience working within retail, local government, animal welfare or community service environments will be highly regarded. /n
- Intermediate computer skills across Microsoft Office and business systems. /n
- 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. /n
- 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. /n
- Professional Growth: Access expansive learning and development programs to help you elevate your career and skill set. /n
- Purpose-Driven Impact: Be part of a mission-dr

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