Customer Service Officer

About the role

AFCA, the Australian Financial Complaints Authority, is hiring Customer Service Officers on a permanent and ongoing basis in Sydney. The role delivers phone-based customer service to consumers, complainants, representatives and AFCA members, interacting directly with complainants to understand their issues, give accurate information and guide them through AFCA processes. Roles are expected to start in late November 2026 or January 2027.

Key responsibilities

• Provide phone-based customer service to consumers, complainants, representatives and AFCA members
• Interact with complainants to understand their issues and explain AFCA processes
• Manage inbound contact centre activity, including chat and data entry
• Resolve conflicts and handle difficult interactions calmly and empathetically

Required profile

• Demonstrated experience in a structured, phone-based customer service environment, ideally in a contact centre
• Experience in banking, financial services, superannuation, insurance or a similar high-volume contact environment
• Experience with scams is highly regarded
• Full-time attendance in the office required for the 5-week onboarding; hybrid arrangements are available

Required skills

• Phone-based customer service and conflict de-escalation
• Basic computer skills, data entry and chat management
• Strong verbal and written communication
• Computer literacy and ability to work across multiple systems and learn new processes quickly

What we offer

• Flexible work options and hybrid arrangements with two days a week in the offices
• Accredited family-friendly workplace and Gold AWEI accreditation for LGBTQ+ inclusion
• Inclusive leave options and additional paid time off after the year-end holiday period