First Nations Customer Experience Advocate

Australian Financial Complaints Authority Limited; Melbourne; Hybride; AUD 60 000 - 82 000; Plein temps

Avantages offerts par ce poste

Silver AWEI Accreditation 2025

Accredited Family Friendly Workplace

Hybrid working

Additional inclusive leave options

Résumé du poste

Australian Financial Complaints Authority Limited is seeking a First Nations Customer Service Officer for an identified role. You will be the first point of contact, guiding consumers and members with clarity and care while delivering culturally appropriate support to First Nations people when required.

The role blends customer service excellence with equity, reconciliation and accessibility in a hybrid work setting.

Qualifications

• Experience in a fast-paced customer service environment.
• Ability to communicate clearly and respectfully with diverse communities.

Responsabilités

• Manage consumer and member calls and chats with rapport building and accurate guidance.
• Provide clear guidance on AFCA processes and jurisdiction.
• Deliver culturally appropriate support to First Nations people when required.
• Accurately handle complaints via phone, email, online or other channels.
• Identify time-critical needs and escalate appropriately.
• Identify trends and share insights with the Team Leader.
• Look for opportunities to improve efficiency and customer experience.
• Support ad hoc initiatives and continuous improvement activities.

Connaissances

Customer service

Empathy

Active listening

Cultural awareness

Clear communication

Organisational skills

Learning systems

Outils

CRM systems

Description du poste

Australian Financial Complaints Authority Limited is seeking a First Nations Customer Service Officer for an identified role. You will be the first point of contact, guiding consumers and members with clarity and care while delivering culturally appropriate support to First Nations people when required.

The role blends customer service excellence with equity, reconciliation and accessibility in a hybrid work setting.