Customer Service Team Leader

At AFCA, we’re on the side of fairness. Every day, we help Australians resolve financial complaints and restore trust in the financial system. As a Team Leader, Customer Service, you’ll play a critical role in empowering your team to deliver exceptional support to consumers, representatives, and financial firms across multiple channels.

You will be leading a team through complex, sometimes emotive conversations, and ensuring every interaction reflects AFCA’s values: fair, independent, transparent, accountable, honest, respectful, proactive, and customer-focused. 

Typically in this role you will: 

• Lead and coach a team of Customer Service Officers to deliver outstanding service.
• Drive productivity, quality assurance, and continuous improvement.
• Manage recruitment, onboarding, and performance development.
• Provide guidance on complex complaints and jurisdictional matters.
• De-escalate highly emotive situations and resolve service complaints.
• Contribute to AFCA-wide initiatives to improve customer experience, efficiency, and engagement.

Qualifications

To be successful in this role, you will need:

• Proven experience leading teams in a fast-paced customer service environment (call centre experience highly regarded).
• Strong leadership skills with a track record of building high-performing, empowered teams.
• Excellent interpersonal skills and emotional intelligence.
• Resilience and adaptability in managing challenging conversations.
• Results-driven mindset with a commitment to team and organisational goals.

Additional Information

• BOSS Best Places to Work 2024 –credited for its culture, engagement and flexible working arrangements.
• Most Inclusive Workplace 2024 – Australian HR Institute (AHRI) Awards.
• Employer of Choice Public Sector and NFP – Australian HR Awards 2023
• Silver AWEI Accreditation 2025 – Recognised for LGBTQ+ workplace inclusion.
• Accredited Family Friendly Workplace – Supporting work-life balance and inclusivity.
• Hybrid working – Flexible arrangements with state-of-the-art offices designed for collaboration and wellbeing.
• Inclusive leave options – Flexible public holidays, 20 weeks paid parental leave, gender affirmation leave, women’s health leave, and paid time off over Christmas.
• Financial benefits – Not-for-profit salary packaging to boost take-home pay.
• Locations – A team of over 1,200 dedicated professionals based in modern Melbourne and Sydney CBD offices.

To apply

If you’re passionate about fairness and believe your skills align with this role, we encourage you to apply even if you don’t meet every single criterion.

We welcome applications from people of all backgrounds, cultures, abilities, sexual orientations, and gender identities. If you require any accessibility support during the recruitment process, please reach out to our team at Careers@afca.org.au.

AFCA is a 2025 Circle Back Initiative Employer - we are committed to responding to every applicant.

About the Company

Fairness feels good

Make a real impact at AFCA. Where fairness drives every decision. Help us deliver world-class, independent complaints resolution for Australians. As a not-for-profit and progressive financial ombudsman, we’re championing positive change. Achieving our purpose takes progressive thinking, accountability and resilience. At AFCA, our inclusive leadership values every voice. We offer our people flexible work options, thoughtful benefits and opportunities to deepen expertise. Flourish in a diverse, caring culture. Feel the difference of belonging to an organisation intentionally designed to put people first.