Job Description

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Contact Centre Representative

Advertiser: RSPCA New South Wales3.5 out of 53.5 overall rating (23 employee reviews) More jobs from this company

Job Information

Job Listing Date
23 Aug 2019
Sydney, South West & M5 Corridor
Work Type
Full Time
Call Centre & Customer Service, Customer Service - Call Centre
The Royal Society for Prevention of Cruelty to Animals New South Wales (RSPCA NSW) is Australia's pre-eminent animal welfare organisation. We provide a strong voice for animals experiencing cruelty and neglect. The RSPCA is committed to the care and welfare of animals, providing extensive professional facilities, including fully equipped veterinary hospitals and our state-wide shelter network, with approximately 500 staff across NSW to care for animals.

RSPCA NSW is seeking a full-time temporary (12 month contract) Contact Centre Representative to assist with animal emergency calls. This role will require you to dispatch our Animal Ambulance Services to pick up sick or injured animals in the Sydney Metropolitan area. You will also work closely with the RSPCA Inspectorate in setting up welfare inspections for animals subjected to cruelty in New South Wales. As a vital team member, you will work with a group of strong-minded staff and be a voice for animals experiencing cruelty and neglect. This role is reserved only for candidates wishing to make a difference to the lives of creatures big and small. Applicants must show capacity to be patient and empathic in handling distressing calls. 

Your duties in this role will require you to handle general enquiries, transfer calls and respond to online enquiries. This is a full-time position (12-month contract with potential for permanency). You will be required to work Monday to Friday at the Sydney Shelter.

On a day-to-day basis, you will: 
• Dispatch Animal Ambulances to pick up sick and injured animals
• Lodge cruelty complaints and escalate urgent reports to the Inspectorate
(You will occasionally be required to work with other relevant organisations such as Fire Rescue or the NSW Police)
• Data entry, including online forms, emails and fax enquiries 
• Direct calls and transfers to relevant RSPCA departments 
• Liaise with RSPCA shelter staff and inspectors to ensure effective communication of relevant matters
• Maintain and process all records for animals in care in accordance with RSPCA policies and procedures
• Perform administrative duties
• Ensure compliance with Workplace Health and Safety (WHS) initiatives

To be successful in this role, candidates will need the following skills and experience:
• Tertiary qualification
• Experience in a high-volume customer service or contact centre environment
• High level of communication skills both written and verbal
• Good problem-solving ability 
• Time management skills
• Ability to work as both part of a team and autonomously 
• Ability to work under pressure
• Certificate II in Animal Handling or willingness to obtain certification
• Strong Computer Literacy (Experience with data management and operating CRM systems) 

Applications close 26 July 2019.

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