First Nations Customer Service Officer

About the role

AFCA is looking for a First Nations Customer Service Officer in Sydney through an expression of interest. The role sits within the Customer Service team, which is the gateway to AFCA and supports consumers and members with guidance on enquiries and complaints. It combines customer service excellence with culturally responsive support for First Nations people, and is an identified position for First Nations applicants.

Key responsibilities

• Manage consumer and member calls and chats by building rapport, understanding needs and giving accurate information
• Give clear guidance on AFCA, its jurisdiction and the complaint resolution process
• Provide culturally appropriate support to First Nations people when required, identifying needs and making the experience accessible and respectful
• Handle complaints received by phone, email, online or other channels in line with AFCA processes
• Proactively identify needs for additional or time-critical support
• Identify complaint trends and share insights with the Team Leader
• Look for ways to improve efficiency, customer experience and team outcomes, and support ad hoc initiatives and continuous improvement

Required profile

• Experience in a fast-paced, structured customer service environment; inbound contact centre experience is valued but not essential
• Strong understanding of Aboriginal and Torres Strait Islander cultures, with the ability to apply it to deliver culturally appropriate support
• Ability to communicate sensitively and build respectful relationships with First Nations people and stakeholders
• Results-driven, with excellent verbal and written communication and active listening
• Strong organisation and time management, able to handle multiple tasks and manage complex interactions calmly
• Confident with systems and technology, and able to work independently and in a team

What we offer

• Silver AWEI Accreditation 2025 and an accredited Family Friendly Workplace
• Hybrid working with flexible arrangements, including two days a week in the offices
• Inclusive leave options such as flexible public holidays, gender affirmation leave, women's health leave and bonus paid time off after the year-end holiday period