Job Description We’re looking for a Manager, Capability & Quality to shape the future of AFCA’s Customer Service and Operational Excellence teams. In this role, you’ll drive capability uplift, champion quality assurance, and create career pathways that empower our people to deliver exceptional service to AFCA customers and internal stakeholders. Typically, in this role you will: Lead & Inspire: Manage a team of 5 Senior Customer Service Officers, fostering engagement, wellbeing, and performance excellence. Build Capability: Design and oversee training and coaching programs that enhance skills and support internal career progression. Drive Quality: Deliver a robust quality assurance framework, turning insights into actionable improvements. Champion Improvement: Analyse trends, identify gaps, and lead initiatives that elevate customer experience. Collaborate & Influence: Work closely with leadership, operational teams, and Culture & Capability to embed best practice.