Senior Manager - SPF Customer Service

Job Description

Help shape the future of scam prevention in Australia 

This is a unique opportunity to lead the development of AFCA’s dedicated customer service capability for the Scams Prevention Framework (SPF). 

From 31 March 2027, consumers and small businesses will be able to bring eligible scam complaints to AFCA following an internal dispute resolution process. As the Senior Manager, SPF Customer Service, you will help prepare our frontline contact centre operations for this significant change and ensure consumers and member firms receive an accessible, responsive and high-quality experience. 

About the role:

Reporting to the Head of Customer Service, you will develop and implement the operating approach for dedicated SPF Customer Service teams. You will lead teams of Customer Service Team Leaders and Customer Service Officers, and work closely with the SPF Scams Program, Customer Service leadership and stakeholders across AFCA.  

You will be responsible for establishing an effective operating model and processes, building team capability and embedding customer service practices aligned with AFCA’s vision, values and customer experience strategy. A key focus will be ensuring SPF services are flexible, accessible and responsive to customers with different needs, circumstances and capacities. 

This role is initially a 12-month max term contract 

What you'll be doing: 

• Building and leading dedicated SPF Customer Service teams in preparation for go-live in March 2027. 
• Driving operational excellence across workforce planning, service delivery, performance and escalations. 
• Using data and insights to improve customer outcomes and business performance. 
• Leading and developing Team Leaders and frontline teams. 
• Partnering with senior stakeholders across Customer Service, Operational Excellence and the SPF Program to deliver a seamless customer experience. 

Qualifications

You are an experienced operational leader who understands how to build strong customer service functions within complex and changing environments. You combine strategic thinking with a practical approach to implementation and can engage, influence and bring stakeholders with you. 

You will also bring: 

• Extensive leadership experience in contact centre management or a similar operational environment, with a proven track record building and operating high-performing and fast-paced teams. 
• Strong knowledge of contemporary customer service methodologies and practices.  
• Experience using data and insights to improve service delivery and business performance.  
• The ability to manage diverse operational functions, priorities and resources.  
• Commercial acumen and an understanding of business performance levers.  
• The ability to build productive relationships across all levels of an organisation. 

Experience working with victims of crime, including people affected by scams, would be highly regarded. Experience in external dispute resolution, financial services or an industry regulated under the SPF would also be valuable. 

Additional Information

• Gold AWEI Accreditation 2025 – Recognised for LGBTQ+ workplace inclusion.
• Accredited Family Friendly Workplace – Supporting work-life balance and inclusivity.
• Hybrid working – Flexible arrangements with two days a week in our modern offices designed for collaboration and wellbeing.
• Additional and inclusive leave options – Flexible public holidays, gender affirmation leave, women’s health leave, and bonus paid time off over the end of year holiday period.

To apply

If you’re passionate about fairness and believe your skills align with this role, we encourage you to apply even if you don’t 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 [email protected].

We believe fairness starts with people. That’s why we don’t 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.

About AFCA

The Australian Financial Complaints Authority (AFCA) was established in 2018 as a private not-for-profit ombudsman service providing free, fair and independent help with financial disputes. The original team has grown to over 1600 dedicated professionals. Since 2018, AFCA has received more than 634,000 complaints, helping to secure $2.1 billion in compensation for consumers. 

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