Hybrid First Nations Customer Support Specialist

AFCA; Sydney; Hybrid; AUD 65,000 - 75,000; Full time

Benefits offered by this job

Silver AWEI Accreditation 2025 – LGBTQ

Accredited Family Friendly Workplace

Hybrid working – two days in offices

Inclusive leave options

Job summary

AFCA is seeking a First Nations Customer Service Officer to deliver high-quality guidance across consumer and member inquiries. The role combines customer service excellence with culturally responsive support for Aboriginal and Torres Strait Islander peoples.

You’ll be the first contact, building rapport and guiding clients through AFCA’s processes with care. The position supports equity of access and reconciliation commitments within a fast-paced service setting.

Qualifications

• Experience in fast-paced customer service environments.
• Inbound contact centre experience valued but not essential.
• Ability to communicate sensitively with Aboriginal and Torres Strait Islander peoples.

Responsibilities

• Manage consumer and member calls and chats with rapport and accuracy.
• Provide clear guidance on AFCA processes and jurisdiction.
• Deliver culturally appropriate support to First Nations people when required.
• Accurately handle complaints across phone, email, online or other channels.
• Identify time-critical support needs and escalate where needed.
• Identify complaint trends and share insights with the Team Leader.
• Suggest improvements to efficiency and customer experience.
• Support ad hoc initiatives and continuous improvement activities.

Skills

Cultural awareness

Communication skills

Empathy

Organization & time management

Resilience & professionalism

Active listening

Teamwork & collaboration

Tech literacy

Independent & proactive

Tools

Systems & technology

Job description

AFCA is seeking a First Nations Customer Service Officer to deliver high-quality guidance across consumer and member inquiries. The role combines customer service excellence with culturally responsive support for Aboriginal and Torres Strait Islander peoples.

You’ll be the first contact, building rapport and guiding clients through AFCA’s processes with care. The position supports equity of access and reconciliation commitments within a fast-paced service setting.