_{13th June, 2025}

The Royal Society for the Prevention of Cruelty to Animals NSW is Australia's preeminent animal welfare organisation. We provide a strong voice for animals experiencing cruelty and neglect. RSPCA NSW is committed to the care and welfare of animals, providing extensive professional facilities, including fully equipped veterinary hospitals and our state-wide shelter network, with hundreds of staff across NSW to care for animals. The RSPCA NSW Community department aims to increase awareness and education around positive pet ownership, support people and pets in need and improve community access to affordable and inclusive essential veterinary services.
 
Responsible for coordinating the delivery of targeted desexing programs as part of the Keeping Cats Safe at Home (KCSAH) project, providing free desexing and microchipping for cats through the RSPCA Sydney and Hunter Veterinary Hospitals and participating private veterinary clinics.

This is a FT 18-Month Maximum Term Contract.
 
Key Accountabilities:

• Manage incoming calls, messages, and email enquiries relating to KCSAH desexing services, ensuring timely and professional communication with clients and internal stakeholders.
• Maintain accurate and complete client and patient records, including vaccination history, medical notes, consent forms, and discharge instructions.
• Coordinate referral of clients to participating external vets, and manage stakeholder relationships with external veterinary teams.
• Ensure correct application of pricing, subsidies, and grant codes in the clinic system and client accounts.
• Monitor and manage the online booking system to ensure smooth functionality; respond promptly to any issues or client enquiries.
• Oversee and maintain Keeping Cats Safe at Home financial reporting, including processing payments and resolving billing queries in collaboration with the project and finance teams.
• Generate and submit regular reports detailing surgery volumes, cancellations, no-shows, and declined procedures; identify trends and provide recommendations for improvement.
• Conduct post-operative follow-up calls with caregivers within 24 hours of surgery to ensure animal wellbeing and client satisfaction.
• Support clinic operations by assisting with patient check-ins, daily surgery lists, and coordination of admission and discharge processes in accordance with program procedures.
• Collaborate with internal and external stakeholders—including Outreach team members, council staff, and local rescue groups—to facilitate transport of animals to and from the RSPCA Veterinary Hospitals when needed.
• Contribute to continuous improvement of desexing program processes, communications, and reporting to support project impact and community engagement goals.

 
 
ABOUT YOU
Desired Qualifications:

• Certificate IV in veterinary nursing an advantage
• Fluency in a language other than English an advantage

 
Requirements:

• One or more years’ experience working in a veterinary clinic, veterinary hospital, animal shelter, or animal control facility.
• Previous experience in a customer service or client-facing role, with a proven ability to communicate clearly and empathetically with members of the public.
• High level of motivation, initiative, and professionalism, with a strong work ethic and a proactive approach to problem-solving.
• Excellent interpersonal and customer service skills, with the ability to remain calm, courteous, and effective in a fast-paced environment.
• Ability to understand and communicate basic veterinary concepts such as vaccine protocols, anaesthetic risks, and surgical aftercare, and to relay information accurately between veterinarians and caregivers.
• Comfortable handling client enquiries via phone, email, and in-person, including managing multiple phone lines professionally.
• Proficiency in Microsoft Office (including Excel) and the ability to quickly learn clinic software (e.g., EzyVet).
• Ability to manage daily tasks independently while contributing to a collaborative team environment.
• The flexibility to occasionally undertake work-related travel within NSW or work weekends/outside regular hours as required.

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