Stakeholder Services Officer

ABOUT US

As an organisation, the AFL works tirelessly in all states and at all levels to enhance and grow the game – from grassroots to elite. Together, we put on the game, deliver important events, communicate with our fans, run community programs, develop coaches and umpires, collaborate with partners, delight members, support clubs and so much more. While our roles may vary, we are all united by a common goal, to progress the game so that everyone can share in its heritage and possibilities.

The AFL is committed to promoting and protecting the safety and wellbeing of children and young people in our care. Please note, we undertake several screening processes to ensure this commitment is upheld, this includes ensuring the successful candidate to this position holds a valid employee Working with Children/ Vulnerable People check and a satisfactory criminal history record check.

We are an Equal Opportunity employer and firmly believe that diversity and inclusion is an important part of both the AFL and the communities in which we operate. Our game is for everyone, and we strive to be a workplace for everyone.

Aboriginal and Torres Strait Islander peoples are encouraged to apply.

The AFL is Australia's premier sporting organisation supporting a constantly evolving national competition which has experienced rapid growth over the past 10 years.  The AFL currently has 680 permanent employees across the five state bodies: AFL Vic, NSW/ACT, QLD, NT, Tasmania, and at AFL House.  The AFL organisation is responsible for growing and developing Australian Football across Australia.

ABOUT THE ROLE

The Stakeholder Services Officer works across the AFL's grassroots participation programs including NAB AFL Auskick, Coaching, Local footy, AFL Nines, NAB AFL Superkick, community umpiring and AFL school programs.

The primary focus of this role will be communicating with prospective and current customers via email, phone and occasionally in person to assist them with any query they may have. Reporting to the Stakeholder Services Manager and assisted by the Stakeholder Services Team Leader, the role will deliver exceptional customer service, on brand and in expletory form.

We are currently recruiting for various roles and are particularly interested in candidates who have flexible availability, including weekends. If you're looking for a position that complements your university studies, another job, or if you're eager to gain expereince in the sports industry, we encourage you to apply. Our team operates seven days a week and adjusts hours to meet the needs of different time zones across Australia, especially during peak periods.

A DAY IN THE LIFE

Membership & Customer Service

• Develop and deliver customer service solutions that exceed member expectations, including resolution of member issues in line with service standards.
• Assist queries both via email and over the phone to aid any stakeholder
• Operate the customer databases (eg. PlayHQ) and other operating systems to provide stakeholders with guidance and resolutions to their queries when contacting the AFL
• Provide training and guidance to customers on the PlayHQ platform for all participation platforms, via email, phone or one on one conference sessions
• Using existing training videos, online resources and your knowledge to support all customers with questions regarding our participation programs
• Aid the wider Game Development team on ad hoc projects that are required from time to time
• Manage a high volume of incoming calls and emails in a timely manner to meet our customer expectations
• Provide accurate, valid and complete information using the online reporting method
• Provide reporting advise on the customer database for volunteers and state/territory staff where required

Core Competencies

• First class process management and enhancement capabilities
• Customer centric with a history in delivering exceptional service experiences
• Experience in executing business to customer direct communication
• Proficient in utilizing and maximizing CRM systems when interacting with customers
• Strong communication skills both written and verbal
• Proficient in customer conflict management with an ability to troubleshoot and find a resolution
• Adopts a friendly and collaborative approach working in a team environment

Mandatory

• Customer centric with experience in a client focused environment
• Skilled in the use of Microsoft Office and ability to adapt to other systems
• Strong attention to detail and accurate data processing skills
• Effective team member with the ability to build quality working relationships with internal and external stakeholders
• Excellent organisation, time management and ability to prioritise workload

Desirable

• Experience in a membership or customer service role previously
• Experience in a call Centre, retail or sales environment
• Experience working in community sport and more specifically volunteers
• A passion for working in sport or working with kids
• Weekend availability with this support team in peak season working 7-days a week

Applications

• Please apply accordingly through the AFL Careers portal and website
• Please attach resume and a cover letter addressing your experience which links to the core competencies of the role

Child Safety Standards

The AFL has a commitment to ensure we provide professional, safe and enjoyable environments to children and young people who participate in our game.

The executive and management of our organisation are responsible for undertaking recruitment and ensuring that our process's and systems are robust and thorough, as well as being communicated and understood internally. Our recruitment process is a 5-step process and includes meeting and engaging with a variety of key people from across the organisation as well as completing thorough verification checks.

As part of our comprehensive recruitment process we ensure that all safety and legislative checks such as working with children checks, Criminal background checks, employment and personal reference checks are completed to ensure anyone working for the AFL is fit for the role they are employed in, prior to commencing employment.

The AFL takes the safety of children and young people very seriously and reviews all process and procedures in line with current state and federal legislation

OUR CULTURE

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THE PERKS

• Play The Day Your Way – a flexible approach to your working life
• My Development – lean into the AFL's My Development program consisting of on-the-job training, coaching and mentoring, and formal learning
• Play Well – access to our extensive Health and Wellbeing program centered around our belief in a healthy body, healthy mind, and healthy workplace
• My Benefits – with thanks to our AFL Corporate Partners, access great benefits and discounts

Applications Close: 19 October 2025