The Customer Service team is the gateway to AFCA. As a Customer Service Officer, you’ll support all consumers and members by providing clear, accurate and thoughtful guidance across a wide range of enquiries and complaints.You’ll be the first point of contact, building rapport, understanding each person’s situation, and helping them navigate AFCA’s processes with confidence and care.This identified role also includes an added focus on supporting First Nations people when required. In these moments, you’ll provide culturally appropriate support, helping ensure experiences are accessible, respectful and responsive. Through this work, you’ll help strengthen trust and contribute to our commitment to Reconciliation and Equity of Access.Key accountabilitiesManage consumer and member calls and chat by building rapport, understanding their needs and providing accurate informationProvide clear guidance on AFCA, our jurisdiction and complaint resolution processDeliver culturally appropriate support to First Nations people when required, identifying needs and facilitating an accessible, respectful experienceAccurately manage complaints received via phone, email, online or other channels in line with AFCA processesProactively identify any need for additional or time-critical supportIdentify complaint trends and share insights with your Team LeaderLook for opportunities to improve efficiency, customer experience and team outcomesSupport ad hoc initiatives and continuous improvement activities
