Senior Manager, SPF Customer Service

AFCA; Sydney; On-site; AUD 140,000 - 190,000; Full time

Benefits offered by this job

Gold AWEI Accreditation 2025

Accredited Family Friendly Workplace

Hybrid working

Inclusive leave options

Job summary

AFCA is seeking a Senior Manager to lead the SPF Customer Service, creating and implementing an operating model for dedicated SPF teams. You will oversee Team Leaders and frontline staff, ensuring accessible, responsive service for consumers and member firms as SPF goes live in 2027.

Reporting to the Head of Customer Service, you will collaborate with SPF program teams and AFCA leadership to embed customer-service best practices across the organisation.

Qualifications

• You are an experienced operational leader with strong customer service capabilities in complex, changing environments.
• You combine strategic thinking with practical implementation and can engage and influence stakeholders.

Responsibilities

• Build SPF Customer Service teams ahead of go-live in March 2027.
• Drive workforce planning, service delivery, performance and escalations.
• Use data and insights to improve customer outcomes and business performance.
• Lead and develop Team Leaders and frontline staff.
• Partner with senior stakeholders to deliver a seamless customer experience.

Skills

Contact centre leadership

Customer service excellence

Data-driven decision making

Stakeholder management

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

Help shape the future of scam prevention in Australia

This is a unique opportunity to lead the development of AFCA’s dedicated customer service capability for the Scams Prevention Framework (SPF).

From 31 March 2027, consumers and small businesses will be able to bring eligible scam complaints to AFCA following an internal dispute resolution process. As the Senior Manager, SPF Customer Service, you will help prepare our frontline contact centre operations for this significant change and ensure consumers and member firms receive an accessible, responsive and high-quality experience.

About the role:

Reporting to the Head of Customer Service, you will develop and implement the operating approach for dedicated SPF Customer Service teams. You will lead teams of Customer Service Team Leaders and Customer Service Officers, and work closely with the SPF Scams Program, Customer Service leadership and stakeholders across AFCA.

You will be responsible for establishing an effective operating model and processes, building team capability and embedding customer service practices aligned with AFCA’s vision, values and customer experience strategy. A key focus will be ensuring SPF services are flexible, accessible and responsive to customers with different needs, circumstances and capacities.

This role is initially a 12-month max term contract

What you'll be doing:

• Building and leading dedicated SPF Customer Service teams in preparation for go-live in March 2027.
• Driving operational excellence across workforce planning, service delivery, performance and escalations.
• Using data and insights to improve customer outcomes and business performance.
• Leading and developing Team Leaders and frontline teams.
• Partnering with senior stakeholders across Customer Service, Operational Excellence and the SPF Program to deliver a seamless customer experience.

Qualifications

You are an experienced operational leader who understands how to build strong customer service functions within complex and changing environments. You combine strategic thinking with a practical approach to implementation and can engage, influence and bring stakeholders with you.

You will also bring:

• Extensive leadership experience in contact centre management or a similar operational environment, with a proven track record building and operating high-performing and fast-paced teams.
• Strong knowledge of contemporary customer service methodologies and practices.
• Experience using data and insights to improve service delivery and business performance.
• The ability to manage diverse operational functions, priorities and resources.
• Commercial acumen and an understanding of business performance levers.
• The ability to build productive relationships across all levels of an organisation.

Experience working with victims of crime, including people affected by scams, would be highly regarded. Experience in external dispute resolution, financial services or an industry regulated under the SPF would also be valuable.

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.

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.