Customer Care Officers - Casual

Customer Care Officers - Casual (Burwood East & Pearcedale)

RSPCA Victoria is a non-government, community-based, not-for-profit organisation whose vision is ‘ending cruelty to all animals’. We are Victoria’s best-known and most respected animal welfare organisation.

Our organisation’s purpose is to work with the community to achieve outstanding animal welfare through education, advocacy, and animal care and protection. RSPCA Victoria’s values - clarity and accountability, respect and consideration, and expertise and collaboration - set clear expectations for all our staff and volunteers.

About the role

We are seeking motivated and resilient individuals to join our Customer Care team on a casual basis, working across either our Burwood East and Pearcedale sites.

As a Customer Care Officer, you will be the first point of contact for the community and play a vital role in both customer service and animal welfare outcomes. This role involves supporting members of the public with adoptions, surrenders, and reclaiming animals, while also providing education and guidance to help improve animal welfare across the community.

This role will suit someone with experience engaging respectfully with people from all walks of life, including vulnerable community members, and who can manage sensitive or emotionally charged situations with professionalism and care.

Key responsibilities

• Provide professional and compassionate customer service for animal adoptions, surrenders, reclaims, and general enquiries.


• Contribute to the smooth intake and adoption process for animals, ensuring compliance with RSPCA Victoria procedures and local government requirements.


• Educate and support community members to encourage responsible pet ownership and positive animal welfare outcomes.


• Handle animals safely and confidently, recognising behaviour and health concerns and escalating where required.


• Accurately complete all required administration and records in a timely manner.

What we’re looking for

• Ability to work weekends and public holidays, and cover shifts at short notice when required.


• Ability to thrive in a fast-paced, emotionally challenging environment while maintaining professionalism, empathy and resilience.


• Strong teamwork skills and the ability to collaborate in a supportive and respectful way.


• Confidence in engaging with people from diverse backgrounds, including vulnerable members of the community.

Desirable (but not essential)

• Flexibility to work across both our Burwood East and Pearcedale sites.


• Driver’s license.


• Certificate II in Animal Studies or a related qualification.


• Previous experience in customer service, community services, or animal welfare, particularly in roles that involved supporting vulnerable people or managing challenging customer interactions.


• Knowledge of animal handling, behaviour, health, and welfare.

What we can offer you

• Holistic Wellbeing Support: Your mental and physical health matter to RSPCA. Benefit from a wide range of wellness initiatives, including confidential counselling via their Employee and Volunteer Assistance Program (EVAP), dedicated wellbeing activities, and educational programs.


• Exclusive Staff Discounts: Take advantage of premium discounts across our partner networks and services, including Royal Caninpet food, RSPCA Pet Insurance, Hush Puppiesfootwear, and RSPCA Victoriaretail and veterinary clinic products and services.


• Continuous Growth & Development: RSPCA invests in your professional journey with robust learning and development opportunities specifically curated to support and elevate you in your role.

Recruitment Requirements

• 3 week induction: -


• Dates: 15 October – 5 November 2026


• Commitment: New team members will participate in a 3-week full-time training program, generally conducted Monday to Friday during business hours.


• Training Schedule: Dates and times will be scheduled in advance, however from time to time, some training sessions may need to be rescheduled to accommodate operational needs. Where this occurs, we will provide as much notice as possible.


• Willingness to undergo a National Police Check.


• Current tetanus vaccination (or willingness to obtain one).

RSPCA Victoria is committed to creating a diverse and inclusive work environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment, and we strongly encourage people from all cultural backgrounds to apply, including Aboriginal and Torres Strait Islander people. Applicants are welcome to access RSPCA Victoria’s Diversity & Inclusion Policyhere.

Job Ref: RT000764

Submitted: 03-09-2026

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