Customer Service Officer

Australian Financial Complaints Authority Limited; Melbourne; Hybrid; AUD 55,000 - 75,000; Full time

Benefits offered by this job

Gold AWEI Accreditation 2025

Accredited Family Friendly Workplace

Hybrid working

Inclusive leave options

Bonus paid time off over year-end

Job summary

Australian Financial Complaints Authority (AFCA) in Melbourne seeks a Customer Service Officer to deliver exemplary phone-based service to consumers, complainants, representatives and AFCA members. Join a hybrid team with onboarding in-office for 5 weeks and ongoing flexible options.

The role focuses on understanding issues, guiding customers through AFCA processes, and maintaining high service standards with empathy, professionalism and clear communication.

Qualifications

• Experience in a structured, phone-based customer service environment.
• Experience in banking/financial services or similar high-volume contact.
• Strong verbal and written communication skills.
• Ability to handle challenging interactions with empathy and professionalism.

Responsibilities

• Deliver exceptional phone-based customer service to consumers, complainants, and AFCA members.
• Understand issues and guide customers through AFCA processes.
• Manage multiple channels including phone and chat.
• De-escalate conflicts and resolve inquiries efficiently.

Skills

Phone-based CS experience

Customer service

Verbal communication

Written communication

Conflict resolution

Job description

Australian Financial Complaints Authority – Melbourne VIC

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.

Company Description

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.

Job Description

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

Qualifications

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.

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 early January 2027.

Additional Information

• Gold AWEI Accreditation 2025 – Recognised for LGBTQ+ workplace inclusion.
• Accredited Family Friendly Workplace – Supporting work-life balance and inclusivity.
• Hybrid working – Flexible arrangements with two days a week in our modernoffices designed for collaboration and wellbeing.
• Additional and inclusive leave options – Flexible public holidays, gender affirmation leave, women’s health leave, and bonus paid time off over the end of year holiday period.

We welcome applications from people of all backgrounds, cultures, abilities, sexual orientations, and gender identities.

We believe fairness starts with people. That’s why we don’t use AI or automated tools to screen candidates. As a result, our processes may take a little longer, and we thank you for your patience.

About AFCA

The Australian Financial Complaints Authority (AFCA) was established in 2018 as a private not-for-profit ombudsman service providing free, fair and independent help with financial disputes. The original team has grown to over 1600 dedicated professionals. Since 2018, AFCA has received more than 634,000 complaints, helping to secure $2.1 billion in compensation for consumers.

AFCA is a 2026 Circle Back Initiative Employer - we are committed to responding to every applicant.