

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.
Reporting to the Chief Operating Officer, the Head of Service Complaints plays a critical leadership role in ensuring complaints about AFCA’s own services are handled with independence, integrity, transparency and care. This role leads and continues to evolve AFCA’s 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 AFCA’s 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 AFCA’s service complaints function, ensuring independence, best practice, equity of access and alignment with AFCA’s values and regulatory expectations.
Lead high‑quality complaint resolution, overseeing timely, fair and customer‑focused 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 AFCA’s broader governance frameworks.
Influence and engage stakeholders, partnering with senior leaders, operational teams and the Independent Assessor to drive consistent, improvement‑focused outcomes.
Lead culture and capability, developing a high‑performing team and championing accountability, fairness and continuous improvement across AFCA.
What you’ll bring
What's on offer
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 Careers@afca.org.au.
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.
AFCA is a 2026 Circle Back Initiative Employer - we are committed to responding to every applicant.