Customer Experience Manager

At RSPCA WA, our Customer Experience team is often the first point of contact for people seeking help, reporting animal welfare concerns, or navigating sensitive situations involving animals in need. Every interaction has the potential to contribute to better outcomes for animals across Western Australia.

We're looking for an experienced and supportive leader to oversee this important frontline service and ensure every enquiry is handled with care, professionalism, and purpose.

About the role

As our Customer Experience Manager, you will be responsible for the day-to-day operations of our Customer Contact Centre, providing guidance and support in an environment where empathy, resilience, and sound judgement are essential.

Working closely with teams across animal welfare, inspectorate, and operations, you will help ensure information is assessed accurately, enquiries are directed appropriately, and people receive a positive experience during what can often be challenging circumstances.

What you'll be doing

• Leading and supporting a small team responsible for responding to animal welfare and cruelty-related reports from the public.
• Ensuring the timely assessment, triage, and escalation of animal welfare concerns.
• Providing guidance on complex enquiries and customer escalations.
• Monitoring service delivery, response times, and quality standards.
• Identifying and implementing improvements to processes, training, and service delivery.
• Working closely with internal teams to support effective communication and referral pathways.

About you

• Experience leading a customer-facing, service delivery or operational team, ideally in a high-pressure environment such as community services, healthcare or emergency response.
• Strong people leadership skills, with the ability to coach, support, and develop team members.
• Confidence managing complex enquiries and escalated matters with empathy, professionalism, and sound judgement.
• Excellent communication skills, stakeholder management, and the ability to make effective decisions under pressure.
• A calm, positive, resilient, and solutions-focused approach.
• A genuine interest in animal welfare and community service.

Why join us

You will be part of an organisation dedicated to improving the lives of animals across Western Australia. This is an opportunity to apply your leadership experience in a role where the work is meaningful and no two days are the same.

• A passionate and purpose-driven team environment
• Free onsite parking
• Staff discounts on selected services and pet products
• Opportunities to learn from experienced animal welfare professionals
• A dog-friendly workplace where animals are a part of everyday life

 At RSPCA WA, we celebrate diversity and are committed to creating a respectful, inclusive workplace where everyone is valued and treated with dignity.

How to apply

Please submit your CV and a brief cover letter outlining your experience and interest in the role.

We are actively reviewing applications as they are received, so we encourage interested candidates to apply as soon as possible.

Please note: The successful applicant will be required to undergo a National Police Clearance and hold full Australian working rights.