At RSPCA WA, we’re looking for an experienced and compassionate Customer Contact Centre Manager to lead a small, high-impact team supporting the community and animal welfare outcomes across WA.

This is a unique opportunity to shape and lead our in-house Contact Centre, ensuring every call, from animal cruelty reports to general enquiries, is handled with professionalism, empathy, and care.

About the role

As a member of the Community Engagement team, you will lead the day-to-day operations of our Contact Centre while continuing to strengthen and evolve the function. You’ll play a key role in supporting frontline teams, improving service delivery, and ensuring strong outcomes for both people and animals.

This is a hands-on leadership role where you’ll balance strategy, operations, and people leadership.

What you'll be doing

• Lead and support a team of Customer Experience Officers
• Manage complex and sensitive calls, including escalations
• Monitor performance and drive continuous improvement
• Refine processes, systems, and ways of working
• Collaborate across teams to ensure timely and effective responses
• Contribute to the ongoing development of the Contact Centre

About you

You’re a people-focused leader who brings both structure and empathy to your work. You enjoy improving systems, supporting teams, and delivering high-quality customer outcomes.

You will bring:

• Experience leading a customer contact or service team
• Strong communication and stakeholder engagement skills
• The ability to manage competing priorities in a fast-paced environment
• A calm, solutions-focused approach to complex or emotional situations
• High attention to detail and strong organisational skills

Why join us

Play a key role in an organisation that makes a meaningful difference, supporting both the community and animal welfare outcomes across Western Australia.

At RSPCA WA, we celebrate diversity and are committed to creating a respectful, inclusive workplace where everyone is valued and treated with dignity.