Senior Specialist, Customer Service Capability

AFCA; Sydney; Hybrid; AUD 110,000 - 160,000; Full time

Benefits offered by this job

Gold AWEI 2025

Family Friendly Workplace

Hybrid Working

Flexible Leave Options

Diversity & Inclusion

Job summary

AFCA is seeking a Senior Specialist, Customer Service Capability to design, deliver and sustain capability solutions for our Customer Service teams. You’ll own induction and foundational learning programs and collaborate with leaders and SMEs to translate requirements into practical, scalable learning resources.

In a hybrid environment, you’ll champion adult learning principles, inclusive design, and continuous improvement to uplift performance.

Qualifications

• Experience in learning and development, capability, training or instructional design roles.
• Strong facilitation and presentation skills.
• Ability to create high-quality learning resources efficiently.
• Sound knowledge of adult learning principles and workplace learning practices.
• Strong written communication and plain-English writing skills.
• Experience developing learning content using Microsoft 365 applications and digital learning tools.
• Ability to manage multiple priorities in a fast-paced environment.
• Strong stakeholder engagement and relationship management skills.
• Experience in customer service, contact centres or operational environments.
• Experience with learning management systems and e-learning authoring tools.
• Experience coaching others to facilitate learning.
• Familiarity with AI-assisted content development and learning technologies.
• Knowledge of AFCA operations and dispute resolution processes.

Responsibilities

• Designing, developing and delivering capability solutions that support the performance and growth of AFCA's Customer Service teams.
• Lead induction and foundational learning programs for Customer Service employees.
• Maintain, improve and expand learning resources across the Customer Service capability ecosystem.
• Translate business requirements into practical, engaging and reusable learning solutions.
• Balance quality, practicality and business needs to ensure learning remains relevant, accessible and effective.
• Champion adult learning principles, inclusive design practices and continuous improvement.

Skills

Facilitation skills

Presentation skills

Learning resource creation

Adult learning principles

Plain-English writing

Microsoft 365 content

Stakeholder engagement

Customer service domain knowledge

LMS & e-learning tools

Coaching learners

AI-assisted content development

Dispute resolution processes knowledge

Tools

Microsoft 365

E-learning authoring tools

Learning management systems

Job description

Senior Specialist, Customer Service Capability

• Full-time

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.

The Senior Capability Specialist, Customer Service is responsible for designing, developing and delivering capability solutions that support the performance and growth of AFCA's Customer Service teams.

The role is the primary facilitator of induction and foundational learning programs for Customer Service employees and plays a key role in maintaining, improving and expanding learning resources across the Customer Service capability ecosystem.

Working closely with operational leaders, subject matter experts and Senior CSOs, the Capability Specialist translates business requirements into practical, engaging and reusable learning solutions. The role focuses on delivering high-quality outcomes at pace, balancing quality, practicality and business needs to ensure learning remains relevant, accessible and effective.

The Capability Specialist champions adult learning principles, inclusive design practices and continuous improvement to support a consistently high-performing Customer Service workforce.

• Experience in learning and development, capability, training or instructional design roles.
• Strong facilitation and presentation skills.
• Ability to create high-quality learning resources efficiently.
• Sound knowledge of adult learning principles and workplace learning practices.
• Strong written communication and plain-English writing skills.
• Experience developing learning content using Microsoft 365 applications and digital learning tools.
• Ability to manage multiple priorities in a fast-paced environment.
• Strong stakeholder engagement and relationship management skills.
• Experience in customer service, contact centres or operational environments.
• Experience with learning management systems and e-learning authoring tools.
• Experience coaching others to facilitate learning.
• Familiarity with AI-assisted content development and learning technologies.
• Knowledge of AFCA operations and dispute resolution processes.

• 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.

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