Customer Service Officer

Fairness feels good

Make a real impact at AFCA. Where fairness drives every decision. Help us deliver world-class, independent complaints resolution for Australians. As a not-for-profit and progressive financial ombudsman, we’re championing positive change. Achieving our purpose takes progressive thinking, accountability and resilience. At AFCA, our inclusive leadership values every voice. We offer our people flexible work options, thoughtful benefits and opportunities to deepen expertise. Flourish in a diverse, caring culture. Feel the difference of belonging to an organisation intentionally designed to put people first.

Are you a customer service professional who loves helping others? Do you excel on the phone, managing challenging interactions and resolving conflicts? If so, this might be the perfect opportunity for you!

We're looking for Customer Service Officers to join our team on a permanent and ongoing basis at AFCA. The primary function of this role is to deliver exceptional phone based customer service to consumers, complainants, representatives, and AFCA members. As a Customer Service Officer, you'll interact directly with complainants to understand their issues, provide accurate information, and guide them through the AFCA processes.

Note: Hybrid working arrangements are available. Full-time attendance in the office required for 5 week onboarding.

Success Factors

- Technical: Phone based customer service skills, basic computer skills, data entry, chat management, de-escalating conflict
- Capabilities: customer focus, communication (verbal and written), empathy, resilience, organisation, process and detail orientation
- Experience: customer service, defusing conflict and managing difficult interactions, inbound contact centre (desired)
- Attributes: friendly and service-oriented, empathetic, team player, self-motivated and learning agility, results-driven, patient, stable, and consistent

To be successful in this role, you should have demonstrated experience in a structured, phone-based customer service environment, ideally within a customer contact centre setting. You will bring experience from a banking and financial services, superannuation, insurance, or similar high-volume contact environment. Any experience with scams will be highly regarded.

Requirements

Strong verbal and written communication skills are essential, along with the ability to manage conflict and navigate difficult interactions in a calm and empathetic manner.; You should also have strong computer literacy and be comfortable working across multiple systems, with the ability to quickly learn new processes and technology. Adaptability is key, as is the ability to manage competing demands in a fast-paced environment.; Well-developed organisational skills are essential, along with the ability to effectively balance and flex between calls, chat, and repetitive administrative tasks.; These roles are expected to commence in the late November 2026 and January 2027.