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Job Overview

  • Work type:

    Full Time, Part Time

  • Location:

    North Melbourne

  • Job type:

    Customer Service

  • Date posted:

    AUS Eastern Daylight Time

  • Applications close:

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Customer Experience Officer

Job description

About us:

The Lost Dogs’ Home is Victoria’s largest animal shelter. During our last financial year, our dedicated team found new forever homes for more than 8,000 abandoned animals and reunited a further 4,400 lost pets giving all animals in our care the best chance at a happy and healthy life. 


About the role:

The Lost Dogs' Home is currently seeking a full-time and part-time Customer Experience Officer at our North Melbourne site. In this varied role, you will be responsible for providing a high level of customer service to members of the public who could be adopting, reclaiming lost animals, looking for lost pets, surrendering animals and so on. 

This is a unique opportunity to bring your customer service skills to a challenging yet rewarding role. This role is a mixture of fast paced customer service, administration and some animal handling. Some of your key responsibilities will be:  

  • Administration tasks including recording all relevant information about lost and found pets, writing/updating adoption profiles, communicating with councils, and ad hoc duties;
  • Receiving incoming calls in a professional, friendly manner, screen and direct calls to appropriate stakeholders, answer general enquiries regarding shelter operations, such as adoptions, lost/found animal information;
  • Guiding potential adopters through the adoption process, including facilitating the meet and greets with our adoption animals;
  • Educating public about responsible pet ownership and maintaining the health and wellbeing of their pets;
  • Assisting in reuniting animals with their owners through actively trying to contact the owner;
  • Processing financial transactions as required and undertake daily banking procedures to balance.

About you:

You’re 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 de-escalations and love working a rotating roster, whether 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:

People who work at The Lost Dogs’ Home enjoy working here because there are regular opportunities for our team members to catch up outside of work. Our social committee have organised Paint and Sip Night, Bowling, Smash Rooms, Trivia, and regular after work drinks. Let us know what you you’re interested in during your interview.


What we can offer:

  • A purposeful animal welfare career,
  • Fantastic career development and opportunities,
  • Discounts at our general practice clinic, Frank Samways 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.

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