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Customer Care Assistant Volunteer - Pearcedale

  • Volunteer for a leading animal welfare charity
  • Customer Care Assistant Volunteer
  • Pearcedale location

About the RSPCA

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

The role of Customer Care Assistant Volunteer is pivotal to our Customer Care Team.  This team delivers excellent customer service to internal and external RSPCA customers and animals within their care. 

As a Customer Care Assistant Volunteer, you may be a first point of contact for visitors coming into the centre.  Your exceptional people skills and affinity for animals will ensure a positive experience for our customers as you assist with directing them to the staff/area relevant to their enquiry. A strong customer service ethic coupled with a passion for animal welfare will be key characteristics of volunteers in this role. 

Role duties & responsibilities

The Customer Care Assistant Volunteer may be responsible for the following activities:

  • Meeting and greeting customers in a warm and welcoming manner as a first point of contact
  • Directing customers to the relevant area for their enquiry - including those relating to adoptions, surrenders and stray animals
  • Managing interactions between customers and animals, with attention to safety of all parties
  • Assisting with general administrative tasks in the reception area, including but not limited to, filing, shredding, photocopying, scanning, retail stock replenishment, microchip form administration tasks, go-between for communication and errands between customer care workstations
  • Assisting with keeping the reception and clinic area clean and tidy at all times, including cleaning up animal 'spills' (urine, feces, water etc)
  • Helping to unpack product and help with merchandising
  • Distribute vet rosters within the customer care team
  • Any additional tasks as requested by Senior Customer Care Officers

Out of scope for this role:

  • Completing animal admissions into Sheltermate for example strays, surrenders
  • Contacting customers either by phone or social media in relation to animals in our shelter other than of a generic nature
  • Promoting retail products to customers
  • Accepting payments through Customer Logic

Skills & experience required

To be successful in this role, the volunteer will possess the following necessary skills and attributes:


  • Exceptional people skills and confidence in meeting people - must be a people person!
  • Outstanding customer service skills
  • Professional and courteous manner with all customers and staff
  • Ability to relate effectively to a wide variety of people in varying emotional states
  • Ability to work well as part of a team, and willingness to pitch in where/when needed
  • Administrative skills including the confidence with computers and databases
  • Be physically fit (able to lift up to 10kg) and able to stand for long periods


  • Previous RSPCA volunteer experience
  • Animal care experience

How to apply

Click Apply Online to submit your volunteer application. Please make sure you have read the Role Profile by clicking View Position Description in the top right-hand corner. 

Remember to have your current resume, CV or summary of experiences ready to submit with your application, and prepare to answer the question which will ask you to outline your motivation for applying for this role, and your relevant skills and experience addressing the requirements section of the Role Profile.

Job Ref: AW000027
Submitted: 22-06-2018

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