Job Description At AFCA, we’re on the side of fairness. Every day, we help Australians resolve financial complaints and restore trust in the financial system. As a Team Leader, Customer Service, you’ll play a critical role in empowering your team to deliver exceptional support to consumers, representatives, and financial firms across multiple channels. You will be leading a team through complex, sometimes emotive conversations, and ensuring every interaction reflects AFCA’s values: fair, independent, transparent, accountable, honest, respectful, proactive, and customer-focused. Typically in this role you will: Lead and coach a team of Customer Service Officers to deliver outstanding service. Drive productivity, quality assurance, and continuous improvement. Manage recruitment, onboarding, and performance development. Provide guidance on complex complaints and jurisdictional matters. De-escalate highly emotive situations and resolve service complaints. Contribute to AFCA-wide initiatives to improve customer experience, efficiency, and engagement.
