Customer Experience Officer (Casual)

At RSPCA WA, we believe animals deserve to be treated with dignity, respect, and compassion. As Western Australia’s oldest and largest animal welfare charity, we've been making a difference since 1892 through rescue, advocacy, education and enforcement. Every day, our people live our values of being Responsible, Safe, Professional, Compassionate and Accepting as we work towards a better future for animals and the community.

About the role

As a Customer Experience Officer, you'll be the first point of contact for people reporting animal welfare concerns. You'll receive and triage emergency and non-emergency animal cruelty reports, provide support and guidance, and help ensure the right action is taken. This role requires exceptional communication skills, empathy, and the ability to navigate sensitive and emotionally charged situations with professionalism and resilience.

This casual position offers the opportunity to contribute to meaningful animal welfare outcomes while working across a flexible roster.

What you’ll be doing

• Receiving and recording reports of animal cruelty, escalating urgent cases to our Inspectorate team

• Effectively assessing the severity of incidents through calls using a structured script, ensuring prompt responses

• Providing education, support, and guidance to influence positive animal welfare outcomes

• Managing data entry, online forms, and emails related to animal welfare concerns

• Transferring calls to the appropriate department or external agencies as needed

• Utilising software and equipment efficiently to complete tasks under pressure

About you

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

• Strong written and verbal communication skills with a compassionate and empathetic approach

• A commitment to delivering a high level of customer service without judgement

• Excellent time management and problem-solving skills

• The ability to work calmly and efficiently under pressure 

• A passion for animal welfare

 What we offer

• 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.