The Senior Capability Specialist, Customer Service is responsible for designing, developing and delivering capability solutions that support the performance and growth of AFCA's Customer Service teams.The role is the primary facilitator of induction and foundational learning programs for Customer Service employees and plays a key role in maintaining, improving and expanding learning resources across the Customer Service capability ecosystem.Working closely with operational leaders, subject matter experts and Senior CSOs, the Capability Specialist translates business requirements into practical, engaging and reusable learning solutions. The role focuses on delivering high-quality outcomes at pace, balancing quality, practicality and business needs to ensure learning remains relevant, accessible and effective.The Capability Specialist champions adult learning principles, inclusive design practices and continuous improvement to support a consistently high-performing Customer Service workforce.
