Service Delivery Team Leader

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:

We are currently seeking a full-time Service Delivery Team Leader to join and lead our North Melbourne Service Delivery Team. This is a hands-on leadership role, offering the opportunity to combine a passion for working directly with animals with proven skills in team management, reporting, administration, and conflict resolution.

The successful candidate will:

• Lead, motivate and provide hands-on, operational support to the Service Delivery Team
• Ensure compliance with legislation and high-quality service delivery
• Oversee animal movements in/out of the shelter
• Represent The Lost Dogs’ Home values
• Handle escalated customer enquiries and support busy areas (admissions, adoptions, call centre, reclaims)
• Respond to feedback and monitor customer satisfaction trends
• Liaise with council stakeholders
• Provide mentorship and conduct 1:1 check-ins and support team development
• Manage after-hours animal transport calls
• Coordinate Animal Ambulance fleet maintenance
• Assist with long-term resident adoptions via Philanthropy team

About you:

You will have hands-on operational experience in an animal welfare environment, combined with exceptional people management and leadership skills. You will 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. The successful candidate must also hold a valid drivers licence.

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 purposeful animal welfare career,

• Fantastic career development and opportunities to develop skills not only shelter medicine but also in the animal welfare industry,

• Great work-life balance, no afterhours work,

• An animal only role, no reception or client facing duties,

• Discounts at our general practice clinic, Lost Dogs Home Veterinary Clinic,

• Access to our Employee Assistance Program,

• Access to the Foster Care Program,

• A unique and friendly working environment (surrounded by animals!),

• Rewarding work with animals in need of a forever home.

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.

The successful applicant will be required to satisfactorily complete background screening checks.

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 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.