• Full-time position, permanent position based in North Melbourne

About Us

At The Lost Dogs’ Home, we are a foundation in Victoria's animal welfare landscape, celebrated for our compassionate care of around 18,000 lost and abandoned dogs and cats every year. Beyond caring for animals, we are dedicated to providing diverse services such as veterinary health, behaviour, advocacy and community education 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 opportunity has arisen for a values-driven and enthusiastic individual to join our team as a full-time Service Delivery Team Leader. In this pivotal role, the successful candidate will be responsible for leading and motivating the Service Delivery Team, ensuring that high-quality outcomes are achieved for both The Lost Dogs' Home’s external and internal customers, stakeholders, and community members. This will involve providing leadership, mentoring, and operational support to a small team consisting of administration, customer experience, and animal transport staff. The Team Leader will also play a key role in ensuring that all activities align with relevant legislation, while fostering a productive and efficient operational environment. Additionally, the role includes overseeing the team’s efforts to ensure that animal movements into and out of the shelter are handled in compliance with the applicable regulations, while maintaining exceptional standards of customer care throughout the process. As a representative acting on behalf of The Lost Dogs’ Home, the role is a visible embodiment of the Home’s values.

In this role, you will engage in a variety of tasks that blend leadership, customer service, and operational support. On any given day, you may provide informal supervision and mentorship to your team, helping them stay updated on the latest updates within the functional areas of the team. You’ll contribute to strategy brainstorming sessions, use your de-escalation skills to handle escalated customer inquiries, and pitch in during busy periods by assisting with admissions, adoptions, call centre, or reclaims. You might also take the time to respond to a positive customer review, analyse trends from satisfaction surveys, or collaborate with a local council stakeholder to ensure service delivery meets agreed standards. Additionally, you’ll have 1:1 meetings with team members to set goals and identify development opportunities, handle after-hours calls for animal transport issues, and coordinate maintenance for the Animal Ambulance fleet. You’ll also work closely with the Philanthropy and Fundraising team to support the adoption of longer-term animal residents.

About You

You will have exceptional people management and leadership skills, coupled with a strong focus on developing members through coaching, mentoring and providing quality feedback. You always maintain a customer service mindset and look for ways to continuously improve the standards of service you and your team delivery to both internal and external clients. Ideally you have some experience in the animal care and welfare industry, but this is not critical – we can provide comprehensive training to get you up to speed. In addition, you will bring:

• Demonstrated experience in a customer/client service leadership role, including proven ability to manage customer escalations.
• Strong leadership and management skills including ability to encourage and coordinate the performance of a team so that collectively, they deliver on agreed outcomes.
• Conflict management skills including ability to work with people to overcome differences of opinion or communication difficulties.
• Decision making skills including ability to determine a course of action when faced with a choice of feasible alternatives.
• Coaching and mentoring skills including ability to help others improve their knowledge or skills by providing encouragement, feedback, and insights into alternative ways of approaching situations.

Note: This role will be required to perform on-call duties as part of a rotating roster to support the Ambulance and Admissions function. This will involve being available to attend Ambulance callouts from time to time as required.

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 after-work 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 unique and rewarding career in animal welfare, where you can make a real difference in the lives of shelter animals.
• Fantastic career development opportunities, including financial assistance for approved studies.
• A supportive and passionate team, dedicated to developing your skills in animal welfare.
• Discounts at our Vet Hospital to support your own pet’s health.
• Access to our Employee Assistance Program and onsite counselling service for your wellbeing.
• Opportunities to join our Foster Care Program and help care for animals in need.
• A truly unique work environment—surrounded by animals every day!

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 recruitment@dogshome.com.

Please note that applications will be reviewed as they are received, so we encourage you to apply early as the role may close if a suitable candidate is found. Don't miss out—apply today!

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.