Shelter Supervisor | Jobs at RSPCA NSW

_{15th October, 2025}

RSPCA NSW is Australia's best-known and most respected animal welfare organisation, working tirelessly to prevent animal cruelty, caring for over 15,000 animals in New South Wales, Australia every year.

We are animal protectors, carers, and advocates, and bring solace to the abandoned, surrendered and injured. We offer shelter, education, veterinary care and compassion, while helping animals in need find loving 'furever' homes.

The role has been established to provide leadership and to assist the Shelter Manager with the day-to-day operation of the Coffs Harbour Shelter, ensuring that high levels of customer service and animal wellbeing are maintained and continuously improved.

The Shelter Supervisor role is responsible for providing exceptional leadership and training to direct reports, including Animal Attendants, Customer Service Officers, Behavioural Assessors and where applicable, Veterinary Nurses, as well as ensuring that strong guidance and support is given to volunteers and foster carers. Additionally, the role is responsible for overseeing all areas including but not limited to; Inspectorate rows, holding/treatment room, pocket pets, adoption rows, cats and kittery, stables, impound facility, animal strays and assessment rows and vet clinic where applicable.

Leading, coaching, training and developing employees including but not limited to Customer Service Officers (CSO's), Animal Attendants (AA's), Behavioural Assessors, Volunteers and Foster Carers ensuring they provide exceptional customer service and deliver positive animal welfare outcomes.
Supporting and driving a high-performance culture within the team.
Staff performance management on shift, including conflict resolution and complaint management.
Conduct performance reviews with staff.
Assess staff ability levels and devise development/training plans/programs to upskill.
Create and update training and assessment procedures for staff development.
Conduct regular kennel and cattery checks.
Ensure adherence to all RSPCA NSW policy, procedure, protocols and disease controls.
Assist with the organisation and coordination of special events.
Coordinate adoption and surrender process.
Perform and assist with Euthanasia as required.
Handling customer complaints and escalations.
Coordination of foster carers and animals.
Manage day to day operations within the Shelter and where applicable, Impound facilities.
Preparation and release of staff rosters.
Authorise pays on a fortnightly basis.
Provide educational talks and shelter tours when required.
Maintain and process all records for animals in the care of RSPCA NSW in accordance with relevant policies and procedures.
Where applicable, prepare and send weekly council reports and council surveys.
Issue Notice of Intent (s) to accept to all councils on a weekly.
Ensure stock controls are maintained and audited.
Coordinate contractual agreements with food donors.
Liaise with Council Rangers ensuring correct handover, assessment and management of impounded animals.
Manage daily injury, hazard, and Investigation reporting ensuring prompt escalation as required.
Point of contact for contractors and all other external stakeholders.
Where applicable, liaise and coordinate CSO team for local rescue organisations and rescue requests.
Liaise with other RSPCA facilities daily for transfer of animals and/or stock.
Conduct compliance audits on Shelter facilities and Standard Operating Procedures.
Where applicable, lead and manage Holding room processes and animal listings.
Compile and submit operational reporting data including capacity snapshot and inspector animal inventory - weekly.
Where applicable, act as Shelter Manager in times of absence and annual leave as directed.
Manage petty cash and cash banking requirements.
Prepare invoices for authorisation and timely payment.
Prepare refunds for authorisation.
Comply with all RSPCA NSW policies and procedures, as implemented, varied or replaced from time to time.
Demonstrate personal leadership in the implementation of RSPCA NSW's Work Health & Safety (WHS) management system, facilitate its effectiveness by ensuring adequate resources are available, and that all employees are aware of their WHS obligations, and that one's personal behaviour model's the organisation's commitment to WHS.

Benefits and Perks

Health & Lifestyle benefits - Access to WHEREFIT Discount Program (activewear, gyms, health supplements, meals and apparel)
40% Royal Canin Discount for your beloved pets
Access to Converge Employee, Volunteer Assistance Program (EVAP)
12 weeks Paid Parental and Adoption Leave
Paid Community Service leave with SES or Rural Fire Service
Animal Compassionate Leave
Generous training and education opportunities and leave
Pathways to our Registered Training Organisation (RTO) courses

Apply Now

If this sounds like the role for you, we would love to hear from you! Simply click 'APPLY' to send in your resume.

RSPCA NSW is an equal opportunity employer that understands and values the importance of creating a diverse and inclusive work environment. We are committed to making reasonable adjustments to provide a barrier-free recruitment process for people with a disability. If you require an adjustment or assistance during the recruitment process, please contact hr@rspcansw.org.au and identify the type of adjustment or assistance you are requesting. Our HR team will respond to your email promptly.

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