Customer Service Officer - job 2 of 2

As a financial ombudsman, we are a for-purpose organisation that provides a free service for individuals and small businesses. We listen to and work with our customers and their financial firms to find solutions to complaints which have gone unheard or unresolved. This is your opportunity to make a difference. 

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

We're looking for multiple 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 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. Your responsibilities will also include accurately recording complaints received from various channels and maintaining precise records. Note: Hybrid working arrangements are available. Full-time attendance in the office required for 5 week onboarding.

The Assessment Centre for this role will take place on Wednesday 19th March and successful candidates can expect to start on the last week of April.

Success Factors:

• Technical: basic computer skills, data entry, phone and 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 center (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 customer service environment, strong verbal and written communication skills, and an ability to deal with conflict and difficult interactions in a calm and empathetic manner. Inbound call centre experience is highly regarded but not essential. You should also have good computer literacy, the ability to learn new processes and systems quickly, and adapt to changes in the workplace. Strong organisation skills and the ability to juggle and flex between calls, chat, and repetitive admin tasks are also important.

• BOSS Best Places to Work 2024 –credited for its culture, engagement and flexible working arrangements.
• Most Inclusive Workplace 2024 – Australian HR Institute (AHRI) Awards.
• Employer of Choice Public Sector and NFP – Australian HR Awards 2023
• Bronze AWEI Accreditation 2024 – Recognised for LGBTQ+ workplace inclusion.
• Accredited Family Friendly Workplace – Supporting work-life balance and inclusivity.
• Hybrid working – Flexible arrangements with state-of-the-art offices designed for collaboration and wellbeing.
• Inclusive leave options – Flexible public holidays, 20 weeks paid parental leave, gender affirmation leave, women’s health leave, and paid time off over Christmas.
• Financial benefits – Not-for-profit salary packaging to boost take-home pay.
• Locations – A team of over 1,200 dedicated professionals based in modern Melbourne and Sydney CBD offices.

To apply

If you’re passionate about fairness and believe your skills align with this role, we encourage you to apply—even if you don’t meet every single criterion.

We welcome applications from people of all backgrounds, cultures, abilities, sexual orientations, and gender identities. If you require any accessibility support during the recruitment process, please reach out to our team at [email protected].

AFCA is a 2025 Circle Back Initiative Employer - we are committed to responding to every applicant.