Customer Service Officer

AFCA; Melbourne; Hybrid; AUD 65,000 - 80,000; Full time

Benefits offered by this job

Hybrid working

Flexible leave options

Job summary

AFCA is seeking Customer Service Officers to join our team on a permanent basis in Melbourne. The role delivers exceptional phone-based service to consumers, complainants, representatives and AFCA members, guiding them through AFCA processes with a calm, empathetic approach.

The role supports hybrid working arrangements with full-time in-office attendance required during the 5-week onboarding. Ideal candidates bring experience in structured call-centre environments and strong communication

Qualifications

• Experience in a structured, phone-based customer service environment.
• Banking/financial services, superannuation or high-volume contact experience preferred.
• Strong verbal and written communication essential.

Responsibilities

• Deliver exceptional phone-based customer service to consumers, complainants, representatives and AFCA members.
• Interact with complainants to understand issues, provide accurate information and guide through AFCA processes.
• Hybrid working arrangements with full-time office attendance for onboarding.

Skills

Phone-based customer service

Data entry

Chat management

De-escalation of conflict

Customer focus

Verbal communication

Written communication

Empathy

Resilience

Organisation

Process and detail orientation

Job description

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. If you require any accessibility support during the recruitment process, please reach out to our team at [e-mail].

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.