Job Description

About RSPCA Queensland

For nearly 140 years, RSPCA Queensland has been a leading animal welfare charity, dedicated to improving the lives of animals - whether domestic, farmed, or native. We care for over 42,000 animals annually, relying on the generosity of animal lovers like you to fund 91% of our life-changing services.

Our Purpose: We exist for animals to live better lives.

About the Role

Every adoption tells a story.

As an Adoption and Rehoming Officer with RSPCA Queensland, you'll play a direct role in helping animals find safe, loving homes and supporting people through some of life's most important pet-related decisions.

This is far more than a customer service role. You'll be the person guiding potential adopters through their journey, assessing applications, supporting pet owners who can no longer care for their animals and working closely with veterinary, animal care and behaviour teams to create the best possible outcomes.

Some days you'll celebrate an animal finding its forever home. Other days you'll help navigate difficult conversations with empathy and professionalism. No two days are the same but every day offers the opportunity to make a genuine difference in the lives of animals and the people who love them.

If you're passionate about animal welfare, enjoy working with people and thrive in a fast-paced environment where compassion and resilience go hand in hand, this could be the perfect role for you.

What We’re Looking For

We're looking for someone who is passionate about animal welfare and genuinely enjoys helping people. You'll be a confident communicator who can build rapport quickly, listen with empathy and provide support during both exciting and challenging moments.

You're able to juggle competing priorities, adapt to changing situations and remain calm under pressure. Whether you're assisting a family to find their newest furry family member, supporting an owner through a difficult surrender decision, or managing a busy adoption day, you bring professionalism, compassion and sound judgement to every interaction.

You'll have a strong customer service mindset and understand that every conversation matters. You're comfortable having sensitive discussions, navigating conflict when required and making decisions that balance customer expectations with the best interests of the animal.

What You’ll Do

In this role, you will:

• Guiding customers through the adoption process, helping match animals with suitable homes based on their lifestyle, expectations and the needs of the animal.
• Providing professional pre and post-adoption advice, education and support to help set both pets and adopters up for success.
• Assessing and processing adoption and surrender applications, ensuring decisions are made in line with organisational policies, procedures and animal welfare considerations.
• Supporting pet owners through sensitive and sometimes emotional conversations with empathy, professionalism and sound judgement.
• Handling animals confidently and safely throughout intake, assessment and rehoming processes while maintaining a strong focus on welfare.
• Working collaboratively with veterinary, behaviour, foster care, shelter operations and inspectorate teams to achieve the best possible outcomes for animals.
• Maintaining accurate records, documentation and customer information within organisational systems.
• Ensuring compliance with relevant legislation, policies, procedures and animal welfare standards.
• Responding to customer enquiries via phone, email and face-to-face interactions, providing timely and accurate information.
• Monitoring adoption outcomes and supporting initiatives that improve rehoming success rates and customer experience.
• Assisting with the coordination and smooth delivery of daily adoption and intake operations.
• Supporting volunteers and team members by sharing knowledge, providing guidance and contributing to a positive and collaborative team culture.
• Contributing to shelter goals, adoption targets and animal welfare outcomes while maintaining a high standard of customer service.
• Representing RSPCA Queensland with professionalism, compassion and integrity in every interaction.

What You’ll Bring to the Role

• Experience working in a customer-facing, community services, animal welfare or similar people-focused environment.
• Experience working with animals in a professional, volunteer or welfare setting.
• Strong communication and interpersonal skills, with the ability to build rapport and connect with people from all walks of life.
• The ability to navigate challenging or emotionally sensitive conversations with empathy, professionalism and confidence.
• Sound problem-solving and decision-making skills, with the ability to balance customer needs, organisational requirements and animal welfare considerations.
• Excellent organisational skills, attention to detail and the ability to manage multiple priorities simultaneously.
• Confidence handling animals safely and appropriately, while maintaining a strong focus on welfare and wellbeing.
• The ability to work effectively both independently and as part of a collaborative team.
• A positive, adaptable and resilient approach, with the ability to remain calm under pressure and embrace the variety that comes with shelter operations.
• Strong computer literacy and confidence using systems to maintain accurate records and documentation.
• Knowledge of animal welfare principles, animal behaviour and rehoming practices, or a willingness to learn and develop in these areas.
• An understanding of relevant animal welfare legislation and industry standards, or the ability to quickly develop this knowledge.
• A genuine passion for helping animals and creating positive experiences for customers, adopters and the wider community.

Why Join Us?

• Comprehensive Support: Enjoy 8 weeks of paid parental leave, flexible working arrangements, study leave, and even leave for your furry companions. We also provide access to counselling and mental health services.
• Employee Perks: From free on-site parking to exclusive discounts, novated leases, and 50% off Royal Canin pet food, we’ve got you covered! You can also adopt a new furry friend with free adoption options.
• Professional Growth: Access expansive learning and development programs to help you elevate your career and skill set.
• Purpose-Driven Impact: Be part of a mission-driven organisation where every task makes a tangible difference to animal welfare.

At RSPCA Qld, we encourage you to grow your skills, expand your responsibilities, and explore different career pathways. By enhancing your qualifications and capabilities, you can take advantage of internal opportunities across our many departments - from animal care to operations, outreach, and more.

Interested?

If this sounds like the perfect opportunity for you, apply today!

Successful candidates will be required to undergo a Police Check for the safety and well-being of the community, staff, and animals. A pre-employment medical assessment may also be required.

RSPCA Queensland acknowledges the Australian Aboriginal and Torres Strait Islander peoples as the Traditional Custodians of the land. We are an equal opportunity employer committed to a fair and inclusive hiring process, welcoming applicants of all backgrounds, regardless of faith, ethnicity, sexual orientation, or gender identity.