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.

Key Focus Areas 

• 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. 

How to Apply

If you’re ready to be the voice on the frontline for animals across WA, we’d love to hear from you.

Please apply via Seek: Customer Contact Centre Manager Job in Malaga, Perth WA - SEEK