Customer Service Officer

Company Description

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.

Job Description

Are you passionate about helping people and making a real difference? Do you thrive in challenging conversations and know how to turn conflict into clarity? Join us in our mission to make the financial services sector fairer, one interaction at a time.

As a Customer Service Officer, you'll be the first point of contact for consumers, complainants, representatives, and AFCA members. You'll guide people through our process with empathy and precision, helping them feel heard and supported. From managing inbound calls and chats to accurately recording complaints, your work will be central to delivering fair outcomes.

What you'll bring:

• Technical skills: Basic computer proficiency, data entry, phone/chat handling, conflict de-escalation
• Core capabilities: Customer focus, clear communication, empathy, resilience, attention to detail
• Experience: Customer service, managing difficult interactions, inbound contact centre (preferred)
• Attributes: Friendly, empathetic, team-oriented, self-motivated, patient, and results-driven

Please note, if your application is progressed, you must be available to attend our in-person Expression of Interest Talent Session on the morning of Friday 31 October. We are expecting opportunities to join our customer service team over the next few months.

Qualifications

To be successful in this role, you should have demonstrated experience in a structured customer service environment, strong verbal and written communication skills, and an ability to deal with conflict and difficult interactions in a calm and empathetic manner. Inbound call centre experience is highly regarded but not essential. You should also have good computer literacy, the ability to learn new processes and systems quickly, and adapt to changes in the workplace. Strong organisation skills and the ability to juggle and flex between calls, chat, and repetitive admin tasks are also important.

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
• Bronze AWEI Accreditation 2024 – 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

Applications close on Wednesday 15th October at 5pm.

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