Call Centre Volunteer | Wacol

Connect, Care, Contribute! 📞

What to expect

Calling all animal enthusiasts with a passion for making a difference! If you're dedicated to improving animal welfare and have valuable life skills to share, we have a rewarding volunteer role just for you. Join our bustling call centre team at the RSPCA and be the voice that connects animals with the care they need. 

As a Call Centre Volunteer, you'll receive comprehensive training on our computer and telephone systems, equipping you to handle inquiries about animal adoptions, reunite lost and found animals with their owners, dispatch ambulances for injured animals, respond to emails, and perform data entry tasks. Your valuable skills and dedication will play a crucial role in saving lives every day. 

What are the tasks?

📞 Answering incoming calls from various call queues, including general inquiries, lost and found, wildlife 
🌟 Providing exceptional customer service, ensuring each caller feels heard and supported  
🔍 Utilising RSPCA systems and resources to help locate lost animals and reunite them with their owners
🐾 Providing detailed information about animals available for adoption, guiding potential adopters through the process, discussing suitability, costs, and necessary preparations for visiting our campus
🚑 Collecting necessary details to dispatch ambulances for injured animals
💬 Answering questions about animal welfare and promoting RSPCA principles and ideas
✉️ Responding to emails on various topics, such as lost and found, administration, and more
🗂️ Maintaining accurate records on our internal database – keeping things organised!
📝 Assisting with ad hoc administrative duties as directed

What skills and characteristics do I need?

🗣️ Excellent communication and customer service skills – your friendly voice makes a difference!
💻 Proficient computer skills
⌨️ Accurate data entry skills
🗃️ Strong administration and organisation skills
⚡ Quick learner
👀 Attention to detail and the ability to follow instructions accurately
🤝 Enjoyment of working in a team environment – we're in this together!
🎂 Applicants must be over the age of 18 years old due to the nature of calls

When can I volunteer?

We are seeking reliable volunteers who will be able to commit to a minimum of 1 x four hour shift per week for a minimum of 3 months to ensure consistency. Our training is extensive and highly detailed, with our team investing significant time to ensure you have all the knowledge and support you need. Because of this commitment, we’re looking for volunteers who are dedicated to continuing with us after training.

Where can I volunteer?

🕒 The shifts are minimum four hours in duration, Monday to Friday based at our Wacol Animal Care Campus in Brisbane. 
💉 PLEASE NOTE: As our call centre often has animals, it is a requirement that before handling animals at the RSPCA you have an up to date Tetanus vaccination
📧 For further information, please contact volunteering@rspcaqld.org.au, or ‘fill in an application’ above.

 

IMPORTANT INFORMATION:

  • You will be required to attend a trial shift before you commence with your regular weekly shift.
  • Due to the nature of the work, you may occasionally overhear distressing calls or incidents. While volunteers do not handle these calls directly, they can occur within the call centre environment. Please consider this carefully when applying for the role.