Head of Service Complaints

Reporting to the Chief Operating Officer the Head of Service Complaints plays a critical leadership role in ensuring complaints about AFCAs own services are handled with independence integrity transparency and care. This role leads and continues to evolve AFCAs internal service complaints function into a contemporary trusted dispute resolution capability that not only resolves matters effectively but drives insight accountability and continuous improvement across the organisation.

This is an opportunity for a senior leader who thrives at the intersection of complaint resolution governance customer experience and organisational learning and who is motivated by purpose and public impact.

Why this role matters

Service complaints provide one of AFCAs most powerful lenses into how well we are delivering on our purpose. Led well they strengthen trust reinforce independence and help us continuously improve how we serve consumers small businesses and financial firms.

As Head of Service Complaints you will set the strategic direction for how AFCA listens responds and learns ensuring our approach reflects best practice community expectations and the high standards required of an independent dispute resolution scheme. 

In this role you will:

• Set the strategy and frameworks for AFCAs service complaints function ensuring independence best practice equity of access and alignment with AFCAs values and regulatory expectations.

• Lead highquality complaint resolution overseeing timely fair and customerfocused outcomes while maintaining strong independence integrity and service standards.

• Turn insights into improvement using complaints data to identify systemic issues emerging risks and opportunities to strengthen service delivery and customer experience.

• Provide strong governance and assurance delivering transparent reporting oversight and risk management aligned with AFCAs broader governance frameworks.

• Influence and engage stakeholders partnering with senior leaders operational teams and the Independent Assessor to drive consistent improvementfocused outcomes.

• Lead culture and capability developing a highperforming team and championing accountability fairness and continuous improvement across AFCA.

Qualifications :

What youll bring

• Demonstrated experience leading a service complaints dispute resolution remediation or customer review function in a complex or regulated environment
• Strong understanding of bestpractice complaint handling and delivering fair independent and wellreasoned outcomes
• Proven ability to lead highperforming teams and embed a culture of accountability and continuous improvement
• Strong analytical and problemsolving skills with experience translating insight into action
• Highly developed stakeholder engagement and influencing capability particularly with senior leaders
• Sound judgment in managing highimpact sensitive or reputational matters
• A customercentred mindset with a commitment to accessible highquality outcomes
• Understanding of financial services dispute resolution or regulatory environments

Additional Information :

Whats on offer

• 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 1600 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

We believe fairness starts with people. Thats why we dont use AI or automated tools to screen candidates. As a result our processes may take a little longer and we thank you for your patience.

AFCA is a 2026 Circle Back Initiative Employer - we are committed to responding to every applicant.

Remote Work :

No

Employment Type :

Full-time