• 12 month contract with the potential for extension
• Based in Brookvale, NSW

About us

WIRES mission is to actively rehabilitate and preserve Australian wildlife and inspire others to do the same.

WIRES (NSW Wildlife Information, Rescue and Education Service Inc.) has been rescuing and caring for wildlife for more than 35 years and is the largest wildlife rescue organisation in Australia. WIRES has over 3,000 volunteers in 28 NSW branches involved in the rescue and care of wildlife, and we have a dedicated Rescue Office that operates 24/7, 365 days a year assisting the community to help native animals in distress.

WIRES receive around 170,000 calls annually, and in the last financial year WIRES provided rescue advice and assistance for over 100,000 native animals.

In response to the tragic toll of the catastrophic fires, extreme weather and drought on wildlife, WIRES is actively pursuing significant opportunities to help wildlife more broadly across Australia, including partnering on projects to improve long-term outcomes for native animals.

About the Role

WIRES Rescue Office (WRO) Manager is responsible for the professional and efficient operations of WIRES dedicated Rescue Office and Call Centre that operates 24/7, 365 days a year.

The WRO Manager is responsible for the recruitment, supervision, rostering and management of the WRO team.

The WRO is the first point of contact for the public with WIRES and the Manager is responsible for ensuring that interactions between WRO staff and the public are fast, accurate and positive. Critically the WRO Manager is responsible for WIRES rescue service for wildlife, they must ensure staff meet KPI’s to facilitate the prompt resolution of all rescues and accurate handling of all incoming calls and emails and monitor all outstanding rescues to expedite resolution.

About you

Skills:

• Extensive experience managing large teams in fast-paced dynamic environments
• Minimum 2 years call centre management experience
• A background in wildlife conservation or animal welfare (desirable)
• Ability to identify, manage and escalate priority issues
• Ability to lead the team in the proactive & prompt resolution of rescues
• Excellent communication skills, both verbal and written
• Excellent record keeping skills with attention to detail
• Ability to work well within a team environment as well as independently
• Ability to show initiative and excellent problem-solving skills
• Willing to manage all information and issues confidentially
• Efficient/Competent using multiple software platforms, ensuring data accuracy
• Strong customer service skills with an ability to adapt to different personality types

If you see yourself fitting in well with us and our vision, click apply now.

A position description is attached.