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 adaptable, 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.