First nations customer service officer – expression of interest

Job Description

AFCA's Customer Service team is the gateway to our organisation. The Customer Service Officer supports all consumers and members by providing clear, accurate and thoughtful guidance across a wide range of enquiries and complaints, building rapport and navigating AFCA's processes with confidence and care.

Key Accountabilities

• Manage consumer and member calls and chat, building rapport, understanding their needs and providing accurate information.
• Provide clear guidance on AFCA, our jurisdiction and complaint resolution process.
• Deliver culturally appropriate support to First Nations people when required, facilitating an accessible, respectful experience.
• Accurately manage complaints received via phone, email, online or other channels in line with AFCA processes.
• Proactively identify the need for additional or time‐critical support.
• Identify complaint trends and share insights with your Team Leader.
• Look for opportunities to improve efficiency, customer experience and team outcomes.
• Support ad‐hoc initiatives and continuous improvement activities.

Qualifications & Skills

• Strong understanding of Aboriginal and Torres Strait Islander cultures, with the ability to apply this knowledge to deliver culturally appropriate support.
• Able to communicate sensitively and build respectful relationships with Aboriginal and Torres Strait Islander peoples and stakeholders.
• A results‐driven mindset, with a commitment to meeting individual and team goals.
• Excellent verbal and written communication skills, with active listening to understand and support customers.
• A friendly, customer‐first approach underpinned by empathy and care.
• Ability to manage challenging or complex interactions calmly, showing resilience and professionalism.
• Strong organisation and time‐management skills, prioritising and handling multiple tasks.
• Confidence working with systems and technology, and ability to learn quickly and adapt to change.
• Proactive approach to working both independently and collaboratively.
• Experience working in a fast‐paced, structured customer‐service environment (inbound contact centre experience valued but not essential).

Benefits & Additional Information

• Silver AWEI Accreditation 2025 – recognised for LGBTQ+ workplace inclusion.
• Accredited Family Friendly Workplace – supporting work‐life balance and inclusivity.
• Hybrid working – flexible arrangements with two days a week in modern offices.
• Inclusive leave options – flexible public holidays, gender affirmation leave, women's health leave, bonus paid time off over the end‐of‐year holiday period.

Identified Position – First Nations People

This is an identified position for First Nations people. The role requires demonstrated knowledge of First Nations cultures and issues, communities and protocols, and the ability to build strong, respectful relationships with First Nations stakeholders. AFCA considers being a First Nations person as a genuine occupational qualification for this position in accordance with the Anti‐Discrimination Act 1977 (NSW), Equal Opportunity Act 2010 (Vic) and the Charter of Human Rights and Responsibilities Act 2006 (Vic).

We are an equal opportunity employer and encourage applicants of all backgrounds to apply. Applicants with Aboriginal or Torres Strait Islander background are particularly encouraged.