Senior Manager, SPF Customer Service

About the role

This is a unique opportunity to lead the development of AFCA’s dedicated customer service capability for the Scams Prevention Framework (SPF). You will prepare frontline contact centre operations for the March 2027 go‑live, ensuring an accessible, responsive and high‑quality experience for consumers and member firms.

Key responsibilities

• Build and lead dedicated SPF Customer Service teams in preparation for the March 2027 launch.
• Drive operational excellence across workforce planning, service delivery, performance monitoring and escalations.
• Use data and insights to improve customer outcomes and business performance.
• Develop and mentor Team Leaders and frontline staff.
• Partner with senior stakeholders across Customer Service, Operational Excellence and the SPF Program to deliver a seamless experience.

Required profile

• Extensive leadership experience in contact centre management or a similar operational environment.
• Strong knowledge of contemporary customer service methodologies and practices.
• Proven ability to use data and insights to enhance service delivery.
• Commercial acumen and understanding of business performance levers.
• Experience working with victims of crime or in external dispute resolution is highly regarded.

Required skills

• Leadership and team‑building skills.
• Data analysis for service improvement.
• Stakeholder engagement and relationship building.

What we offer

• Hybrid working – two days a week in modern offices.
• Accredited Family Friendly Workplace and Gold AWEI Accreditation for LGBTQ+ inclusion.
• Additional inclusive leave options such as gender affirmation leave and women’s health leave.