Customer Experience Officer

FixedTerm Parttime 50 hours per fortnight (commencing early April to mid October 2025

About us:

At The Lost Dogs Home we are a foundation in Victorias animal welfare landscape celebrated for our compassionate care of around 18000 lost and abandoned dogs and cats every year. Beyond caring for animals we are dedicated to providing diverse animal welfare and community programs all aimed at giving animals the best chance of a happy and healthy life. Our mission is upheld by passionate individuals who embody a profound affinity for animals community and advocacy.

About the role:

The Lost Dogs Home is seeking a parttime Customer Experience Officer to join our Cranbourne team on a fixedterm basis. In this diverse role you will deliver exceptional customer service to the public assisting with adoptions reclaims lost pet searches and animal surrenders.

This unique position allows you to apply your customer service skills in a challenging yet rewarding environment. The role combines fastpaced customer service administrative tasks and some animal handling.

Key Responsibilities:

• Perform administrative tasks including recording information about lost and found pets updating adoption profiles communicating with councils and handling ad hoc duties.
• Professionally and courteously handle incoming calls screen and direct them to appropriate stakeholders and answer general inquiries about shelter operations such as adoptions and lost/found animal information.
• Guide potential adopters through the adoption process including facilitating meet and greets with our adoption animals.
• Educate the public about responsible pet ownership and maintaining the health and wellbeing of their pets.
• Assist in reuniting animals with their owners by actively trying to contact the owners.
• Process financial transactions and perform daily banking procedures to ensure balance.

About you:

Youre someone who has a genuine interest in animal welfare. Bringing your positive energy and enthusiasm to work each day the team are happy to be working alongside you. Handling dogs and cats comes naturally because you have basic knowledge of animal behaviour. You are experienced in handling customer deescalations and love working a rotating roster that includes weekdays weekends (rotating roster) and/or public holidays. You will also have:

• Proven customer service experience
• Fundamental animal handling skills and confidence handling dogs and cats of different breeds
• Interest and passion for animal welfare in a shelter setting
• Demonstrated ability to work both autonomously and within a team
• Excellent written and verbal communication skills
• Sound emotional maturity and ethics regarding animals and their welfare.

About our culture:

At The Lost Dogs Home we cultivate an inclusive work environment that celebrates diversity. Our team enjoys a vibrant culture that fosters meaningful connections both professionally and socially. Led by our dedicated social committee we organise a wide range of engaging activities such as Paint and Sip Nights Bowling Trivia and regular afterwork gatherings. These events create opportunities for our team to relax bond and forge lasting friendships. We take pride in our diverse team where every individual is encouraged to be their authentic self regardless of their role within the organisation.

What we can offer:

• A purposeful animal welfare career
• Fantastic career development and opportunities
• Discounts at our general practice clinic Lost Dogs Home Veterinary Clinic
• Access to our Employee Assistance Program
• Access to the Foster Care Program
• A unique and friendly working environment (surrounded by animals!
• Rewarding work with animals in need of a forever home.

If you have the skills experience and enthusiasm to be successful in this role please click on the Apply button ensuring you have attached your cover letter and current resume in Word or PDF format. If you have any further questions or queries regarding the role please email

The successful applicant will be required to satisfactorily complete background screening checks.

The Lost Dogs Home is an equal opportunity employer committed to providing a working environment that embraces and values diversity and inclusion. Only candidates with the right to work in Australia may apply for this position.