First Nations Customer Service Officer

About the role

The Customer Service Officer will be the first point of contact for consumers and members, providing clear guidance on AFCA processes and delivering culturally appropriate support to First Nations people when required.

Key responsibilities

• Manage consumer and member calls and chats, building rapport and providing accurate information.
• Provide clear guidance on AFCA’s jurisdiction and complaint resolution process.
• Deliver culturally appropriate support to First Nations people, ensuring respectful and accessible experiences.
• Accurately record and manage complaints received via multiple channels in line with AFCA processes.
• Identify trends, share insights with team leaders and suggest improvements to efficiency and customer experience.

Required profile

• Strong understanding of Aboriginal and Torres Strait Islander cultures and ability to apply this knowledge.
• Excellent verbal and written communication, active listening and empathy.
• Resilient, professional handling of challenging interactions.
• Organised, able to prioritise multiple tasks and work both independently and collaboratively.

Required skills

• Experience in a fast‑paced, structured customer service environment, preferably inbound contact centre.
• Confidence using systems and technology, with quick learning ability.

What we offer

• Hybrid working with two days per week in modern offices.
• Inclusive leave options including flexible public holidays, gender affirmation leave, women’s health leave and bonus paid time off.
• Accreditations for LGBTQ+ inclusion and family‑friendly workplace.