Customer Service Team Leader

At AFCA were 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 youll 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 AFCAs 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.

Qualifications :

To be successful in this role you will need:

• Proven experience leading teams in a fast-paced customer service environment (call centre experience highly regarded).
• Strong leadership skills with a track record of building high-performing empowered teams.
• Excellent interpersonal skills and emotional intelligence.
• Resilience and adaptability in managing challenging conversations.
• Results-driven mindset with a commitment to team and organisational goals.

Additional Information :

• BOSS Best Places to Work 2024 credited for its culture engagement and flexible working arrangements.
• Most Inclusive Workplace 2024 Australian HR Institute (AHRI) Awards.
• Employer of Choice Public Sector and NFP Australian HR Awards 2023
• Silver AWEI Accreditation 2025 Recognised for LGBTQ workplace inclusion.
• Accredited Family Friendly Workplace Supporting work-life balance and inclusivity.
• Hybrid working Flexible arrangements with state-of-the-art offices designed for collaboration and wellbeing.
• Inclusive leave options Flexible public holidays 20 weeks paid parental leave gender affirmation leave womens health leave and paid time off over Christmas.
• Financial benefits Not-for-profit salary packaging to boost take-home pay.
• Locations A team of over 1200 dedicated professionals based in modern Melbourne and Sydney CBD offices.

To apply

If youre passionate about fairness and believe your skills align with this role we encourage you to apply even if you dont meet every single criterion.

We welcome applications from people of all backgrounds cultures abilities sexual orientations and gender identities. If you require any accessibility support during the recruitment process please reach out to our team at

AFCA is a 2025 Circle Back Initiative Employer - we are committed to responding to every applicant.

Remote Work :

No

Employment Type :

Full-time