About the role The Customer Care Assistant provides high-quality customer service and best-practice case management to achieve positive outcomes for the human and animal clients of SDCH. Based primarily at Kurnell, the role operates across site hours of 7am to 7pm, with standard shifts from 8am to 5pm. This full-time position covers 76 hours over a 9-day fortnight and requires work every second weekend.

Key responsibilities

- Collect, enter and accurately maintain information in the animal database for animals arriving at SDCH.

- Communicate with councils, owners, veterinary clinics, chip registries and members of the public regarding impounded animals.

- Investigate microchips, identification and ownership details, and facilitate the efficient reunion of stray animals with their owners.

- Discuss reclaim fees and processes with owners and authorised persons, record conversations accurately and complete face-to-face animal releases.

- Process incoming forms and communications, provide relevant information to councils, and escalate welfare matters, control orders and incidents to the Operations Manager and Animal Care Team.

- Handle animals, including lifting up to 20 kilograms, and manage high-risk animals using specialised equipment and a fear-free approach.

- Scan, photograph and record the identification of incoming animals, and report injuries or illness to Animal Care Team Leaders and the veterinary team.

- Deliver qualified, friendly and knowledgeable customer service by phone, email and in person.

- Prepare adoption profiles for the SDCH website and rehoming partner sites.

- Process surrender and adoption documentation, payments, financial transactions and daily banking procedures.

- Maintain a clean, safe and welcoming reception area and assist with retail store inventory and product knowledge.





- Promote opportunities for customers to support SDCH through fundraising, events, volunteering and foster care.

- Complete end-of-day customer service area checks and ensure the facility is securely locked.

- Undertake animal care duties including feeding, cleaning, medicating, enrichment and socialisation as required.

- Safely transport animals in personal or work vehicles while meeting legal, safety and welfare requirements.

- Maintain transport vehicles, including cleaning, refuelling and secure key storage, and report vehicle issues to the Operations Manager.

- Follow health, safety, risk management and emergency procedures, use personal protective equipment, and report hazards, near misses and injuries promptly.

- Work constructively with colleagues and volunteers, support workplace improvements, assist other departments and represent SDCH at fundraising, media and promotional events as required.

- Adhere to SDCH policies, procedures and administrative requirements, and complete other reasonable tasks requested by management.

What we're looking for

- Experience in customer service administration, preferably within the animal industry.

- Strong administration, time management, organisation and prioritisation skills.

- Experience handling conflict and communicating effectively in emotionally charged situations.

- Knowledge of companion animal welfare and relevant companion animal legislation.

- Council or regulatory experience.

- An animal industry qualification is advantageous.

- The ability to communicate professionally and respectfully with customers, councils, owners, veterinary professionals, colleagues and volunteers.

- The physical capability to safely handle animals, including lifting up to 20 kilograms, and the willingness to use specialised handling equipment and personal protective equipment.

- A proactive approach, sound judgement, attention to detail and commitment to high-quality shelter operations.

📌 Customer Care Assistant (Kurnell)
🏢 Sydney Dogs u0026 Cats Home
📍 Kurnell