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Customer Service Team Support - Yagoona - # 165871

Logo for RSPCA NSW

RSPCA NSW is seeking volunteers to use their clear phone communication, eagerness to help and multitasking skills to answer incoming calls to our busy contact centre. As the first point of call for incoming enquiries to RSPCA NSW, you will be answering a variety of questions, including but not limited to animal adoptions, lost or stray animals, pet care advice and other topics when required.

As a Contact Centre Volunteer, you will help provide ongoing support to the wider community, as well as improving the lives of animals across the state. Further development in this role is available once suitable training and commitment has been displayed.

Main tasks required:

  • Answering incoming calls regarding a variety of topics, including animal adoptions, lost and found animals, animal emergencies etc

  • Answering, in detail, enquiries regarding animals available for adoption – including if the animal is a suitable match, still available for adoption or adoption locations

  • Answering questions about animal welfare, work completed by RSPCA NSW in the community and actively promoting RSPCA NSW principles and best welfare for animals

  • Forwarding calls to relevant team members in the wider organisation

  • Providing exceptional customer service over the phone – remaining patient, professional never interrupting callers

  • Using RSPCA NSW systems and resources to answer enquiries

  • Comply with all Work Health and Safety (WHS) guidelines

  • Understand and comply with RSPCA NSW policies and procedures, including the Confidentiality Agreement

RSPCA NSW is a registered COVID Safe organisation, and follows NSW Health warnings and precautions in regards to our staff, volunteers, visitors and daily practices.


  • Full training on topics, information systems and best phone practice by our Contact Centre team, with ongoing training on topics provided when required or requested
  • Inclusion in a friendly and public-facing team with a key focus on animal welfare and excellent customer service
  • Experience in a busy and varying contact centre