Customer Service Officer

Are you highly organised, detail driven, and passionate about supporting processes that make a real difference?

If you thrive in structured environments and love keeping things running smoothly behind the scenes, this admin focused CSO role at AFCA could be the perfect opportunity. 

We’re looking for multiple Customer Service Officers (CSOs) to join our team on a permanent basis. Your role will play a critical part in helping consumers and complainants navigate the AFCA process, not just through great customer service, but through accurate admin, data integrity, and process management. 

Typically in this role you will: 

• Accurately record complaints across multiple channels, ensuring information is captured correctly the first time. 
• Manage customer requests and respond to written correspondence by providing accurate and efficient information to support people through the next steps with clarity and empathy 
• Maintaining high quality records, updating systems, and supporting the flow of information between teams. 
• Navigating admin tasks with consistency, while balancing other responsibilities.  
• Following structured processes, ensuring compliance, fairness, and consistency in everything you do. 
• Make outbound phone calls to customers where necessary to obtain key information and updates on complaints. 

You’re the steady hand that keeps cases moving, ensuring fairness starts with the right information. This is a great opportunity for someone looking to join a values driven customer service team with career pathways across the organisation.  

Assessment Centre

Assessment Centre: Monday 16th February at 10am  
Position start date: Tuesday 24th March 2026
Hybrid working available (2 days per week in the office) 
Onsite attendance full-time required for the first 5 week on-boarding program 

*You must be able to attend the assessment centre to be considered.

Qualifications

To succeed in this role, you’ll have: 

• Experience in a customer service or admin environment 
• Strong verbal and written communication skills 
• The ability to remain calm, empathetic and professional, even in challenging interactions 
• Good computer literacy and the ability to learn new systems quickly 
• Strong organisational skills and the ability to juggle calls, chats and high volume admin tasks 
• A process driven approach with excellent attention to detail 
• Call centre and administration experience (highly regarded but not essential) 

Additional Information

Life at AFCA

Our people are at the centre of everything we do. We live and breathe our cultural qualities, which shape how we behave and how we engage with our customers. At AFCA, you will truly feel the difference of working at an organisation which supports people of all backgrounds, experiences, and identities to thrive. Our consistently high employee engagement results reflect that AFCA is a truly great place to work and a place where people can contribute, belong and flourish! 

To apply

If you are passionate about how we drive fairness in the financial sector and are looking for an organisation that values the human in all of us, we encourage you to apply – even if you don’t meet every single criterion. 

Applications close Thursday 29th January 5pm. 

We encourage applications from people of all ages, cultures, abilities, sexual orientation and gender identities. We strive to provide a recruitment experience that’s fair, inclusive and accessible. If you have any specific accessibility requirements, please reach out to the recruiter who is managing this process or email us at Careers@afca.org.au. We also offer flexible working at AFCA and as such even if a role is advertised as full-time, we invite conversations around other working arrangements and would still encourage you to apply. 

AFCA is a 2024 Circle Back Initiative Employer - we are committed to responding to every applicant.  

About the Company

As a financial ombudsman, we are a for-purpose organisation that provides a free service for individuals and small businesses. We listen to and work with our customers and their financial firms to find solutions to complaints which have gone unheard or unresolved. This is your opportunity to make a difference.