Customer Services Team Leader
Core
Lead daily operations of the Adoptions Office and City of Moreton Bay Pound, managing customer service, administrative processes, and team performance to support animal welfare outcomes.
Role type
Customer Services Team Leader (Operations & People Leadership)
Builds
Efficient adoption and pound services, accurate administrative records, and positive customer experiences.
Domain
Animal welfare / Non-profit operations
Required skills
Team leadership, customer service management, stakeholder relationship building, operational process management, data record keeping, problem-solving, retail operations, roster coordination, Microsoft Office proficiency
Preferred skills
Experience in local government, animal welfare, or community service environments
Responsibilities
Lead daily operations of the Adoptions Office and City of Moreton Bay Pound; Coach, support and develop customer service team members and volunteers; Deliver exceptional customer service across adoptions, reclaims, registrations and enquiries; Manage animal-related administrative processes, records and databases; Build and maintain positive relationships with Council representatives and stakeholders; Coordinate customer requests relating to adoptions, surrenders and private euthanasia services; Monitor pound capacity and support compliance with council service agreements; Analyse operational trends and contribute to reporting requirements; Drive retail performance and maintain high presentation standards within customer service areas; Support roster coordination, team communication and continuous improvement initiatives