Customer Experience Officer – RSPCA WA Contact Centre
Hours: Part-time (25 hours per week) and casual positions available
Additional hours may be offered during peak periods or when covering staff leave requests
Salary: $29.10 per hour base rate (plus 25% loading for casual positions)
Weekend and public holiday penalty rates apply
Roster: The RSPCA WA Contact Centre operates from 7am to 7pm, Monday to Sunday, including public holidays. This position requires flexibility to work across these hours and days.
Are you resilient, compassionate, and confident using computers and multiple systems? Do you thrive in a busy, fast-paced environment and have a keen eye for detail?
RSPCA WA is seeking Customer Experience Officers to join our frontline Contact Centre team, a vital role supporting animal welfare outcomes across Western Australia.
This is not an easy job, but it's an important one. You'll handle calls and emails about animal rescues, cruelty and neglect reports, and general enquiries, ensuring animals in need receive help quickly and the public receives trusted advice and support.
Please Note: All new starters are required to complete one to two weeks of full-time training (38 hours per week) to ensure you're fully equipped to provide the best possible support to animals and the community.
What you'll do:
* Accurately gather and record information in line with RSPCA WA procedures
* Apply your knowledge of WA animal welfare legislation (training provided)
* Collaborate with other departments to support animal welfare outcomes
* Confidently navigate multiple databases, systems, and software platforms
* Handle inbound and/or outbound calls, as well as online reports, regarding animal cruelty concerns and general enquiries with empathy, professionalism, and accuracy, ensuring a positive experience for every contact
* Meet service and performance targets in a fast-paced, emotionally challenging environment
What we're looking for:
* A genuine passion for animal welfare and alignment with RSPCA WA's values: Responsible, Safe, Professional, Compassionate & Accepting
* Excellent computer skills with the ability to confidently navigate multiple systems, enter data accurately, and quickly learn new software
* High levels of attention to detail
* Minimum 2 years' experience in a customer service role (contact centre experience preferred)
* Proven resilience, positivity, the ability to contribute to a team environment and stay calm and professional, particularly in emotionally demanding or high-pressure situations
* Strong verbal and written communication, active listening, and problem-solving skills with the ability to engage effectively with individuals at all levels
* The ability to deliver exceptional customer service across various communication platforms
* Experience using customer relationship management (CRM) systems or call centre software
* Exposure to working in a not-for-profit or values-driven organisation
* Formal training in conflict resolution, customer service, or animal care
* Knowledge of animal welfare legislation or experience in an animal-related organisation
Why join RSPCA WA?
* Opportunity to make a real impact for animals and the community every day
* Supportive, values-driven team environment
If you're ready to be the voice on the frontline for animals across WA, we'd love to hear from you.
Apply now with your resume and cover letter, outlining your skills and experience along with your availability and desired hours per week.
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