Make a real impact at AFCA. Where fairness drives every decision. Help us deliver world-class, independent complaints resolution for Australians. As a not-for-profit and progressive financial ombudsman, we're championing positive change. Achieving our purpose takes progressive thinking, accountability and resilience. At AFCA, our inclusive leadership values every voice.

We offer our people adaptable work options, thoughtful perks and prospects to deepen expertise. Flourish in a diverse, caring culture. Feel the difference of belonging to an organisation intentionally designed to put people first.

The Resource Coordinator is responsible for developing and publishing rosters across a six-week planning cycle, scheduling planned activities for Customer Service Officers, and actively monitor real-time phone and web chat queues to ensure resources are effectively aligned to customer demand.

The role supports the delivery of excellent customer service by using forecast data,



planning insights and daily performance reporting to inform the Customer Service Leadership team and recommend strategies to manage contact volumes and operational priorities.

This position is accountable for optimising daily rosters for Customer Service Officers to support appropriate coverage for incoming calls, web chats and case handling work. The Resource Coordinator monitors intraday queue performance and proactively redeploys resources where required to respond to call spikes, unexpected volume changes and changing business needs.

Key accountabilities:
Monitor real-time phone, web chat and case handling queues to ensure resources are aligned to customer demand and service level requirements.
Provide timely recommendations to stakeholders on scheduling requirements, resource allocation and roster adjustments.
Coordinate planned activities, including leave capacity, breaks, meetings, coaching a

📌 Resource Coordinator Melbourne
🏢 AFCA
📍 Melbourne