Senior Specialist, Customer Service Capability

Company Description

Fairness feels good

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 flexible work options, thoughtful benefits and opportunities to deepen expertise. Flourish in a diverse, caring culture. Feel the difference of belonging to an organisation intentionally designed to put people first.

Job Description

The Senior Capability Specialist, Customer Service is responsible for designing, developing and delivering capability solutions that support the performance and growth of AFCA's Customer Service teams.

The role is the primary facilitator of induction and foundational learning programs for Customer Service employees and plays a key role in maintaining, improving and expanding learning resources across the Customer Service capability ecosystem.

Working closely with operational leaders, subject matter experts and Senior CSOs, the Capability Specialist translates business requirements into practical, engaging and reusable learning solutions. The role focuses on delivering high-quality outcomes at pace, balancing quality, practicality and business needs to ensure learning remains relevant, accessible and effective.

The Capability Specialist champions adult learning principles, inclusive design practices and continuous improvement to support a consistently high-performing Customer Service workforce.

Qualifications

Essential

• Experience in learning and development, capability, training or instructional design roles.
• Strong facilitation and presentation skills.
• Ability to create high-quality learning resources efficiently.
• Sound knowledge of adult learning principles and workplace learning practices.
• Strong written communication and plain-English writing skills.
• Experience developing learning content using Microsoft 365 applications and digital learning tools.
• Ability to manage multiple priorities in a fast-paced environment.
• Strong stakeholder engagement and relationship management skills.

Desirable

• Experience in customer service, contact centres or operational environments.
• Experience with learning management systems and e-learning authoring tools.
• Experience coaching others to facilitate learning.
• Familiarity with AI-assisted content development and learning technologies.
• Knowledge of AFCA operations and dispute resolution processes.

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

To be considered for this role, please submit a current resume and a cover letter outlining your suitability for the position.

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.