Customer Experience Officer

About Us

At The Lost Dogs’ Home, we are a foundation in Victoria's animal welfare landscape, celebrated for our compassionate care of around 18,000 lost and abandoned dogs and cats every year. Beyond caring for animals, we are dedicated to providing diverse animal welfare and community programs, all aimed at giving animals the best chance of a happy and healthy life. Our mission is upheld by passionate individuals who embody a profound affinity for animals, community, and advocacy.

About the role

The Lost Dogs' Home is seeking part‑time and casual Customer Experience Officers to join our Cranbourne team. In this diverse role, you will deliver exceptional customer service to the public, assisting with adoptions, reclaims, lost pet searches, and animal surrenders.

This unique position allows you to apply your customer service skills in a challenging yet rewarding environment. The role combines fast‑paced customer service, administrative tasks, and some animal handling.

Key responsibilities include :

• Perform administrative tasks, including recording information about lost and found pets, updating adoption profiles, communicating with councils, and handling ad hoc duties.
• Professionally and courteously handle incoming calls, screen and direct them to appropriate stakeholders, and answer general inquiries about shelter operations, such as adoptions and lost / found animal information.
• Guide potential adopters through the adoption process, including facilitating meet and greets with our adoption animals.
• Educate the public about responsible pet ownership and maintaining the health and wellbeing of their pets.
• Assist in reuniting animals with their owners by actively trying to contact the owners.
• Process financial transactions and perform daily banking procedures to ensure balance.

About You

You’re someone who has a genuine interest in animal welfare. Bringing your positive energy, and enthusiasm to work each day, the team are happy to be working alongside you. Handling dogs and cats comes naturally because you have basic knowledge of animal behaviour. You are experienced in handling customer de‑escalations and love working a rotating roster, that includes weekdays, weekends (rotating roster) and / or public holidays. You will also have :

• Fundamental animal handling skills and confidence handling dogs and cats of different breeds,
• Interest and passion for animal welfare in a shelter setting,
• Demonstrated ability to work both autonomously and within a team,
• Excellent written and verbal communication skills,
• Sound emotional maturity and ethics regarding animals and their welfare.

Our culture

At The Lost Dogs’ Home, we cultivate an inclusive work environment that celebrates diversity. Our team enjoys a vibrant culture that fosters meaningful connections, both professionally and socially. Led by our dedicated social committee, we organise a wide range of engaging activities such as Paint and Sip Nights, Bowling, Trivia, and regular after‑work gatherings. These events create opportunities for our team to relax, bond, and forge lasting friendships. We take pride in our diverse team where every individual is encouraged to be their authentic self, regardless of their role within the organisation.

What we can offer you

• A purposeful animal welfare career,
• Fantastic career development and opportunities,
• Discounts at our general practice clinic, Lost Dogs Home Veterinary Clinic,
• Access to our Employee Assistance Program,
• Access to the Foster Care Program,
• A unique and friendly working environment (surrounded by animals!),
• Rewarding work with animals in need of a forever home.

If you are looking for an opportunity in the animal welfare industry and this job is of interest to you, please click on the “Apply” button, ensuring you have attached your cover letter and current resume in Word or PDF format. If you have any queries about this position, please email recruitment@dogshome.com

Please note that applications will be reviewed as they are received, so we encourage you to apply early as the role may close if a suitable candidate is found. Don't miss out - apply today!

The successful applicant will be required to complete satisfactory background screening checks .

The Lost Dogs’ Home is an equal opportunity employer committed to providing a working environment that embraces and values diversity and inclusion. Only candidates with the right to work in Australia may apply for this position.

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