Head of Service Complaints

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

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.

Qualifications

What you’ll bring

• Demonstrated experience leading a service complaints, dispute resolution, remediation or customer review function in a complex or regulated environment
• Strong understanding of best‑practice complaint handling and delivering fair, independent and well‑reasoned outcomes
• Proven ability to lead high‑performing teams and embed a culture of accountability and continuous improvement
• Strong analytical and problem‑solving skills, with experience translating insight into action
• Highly developed stakeholder engagement and influencing capability, particularly with senior leaders
• Sound judgment in managing high‑impact, sensitive or reputational matters
• A customer‑centred mindset with a commitment to accessible, high‑quality outcomes
• Understanding of financial services, dispute resolution or regulatory environments

Additional Information

What's on offer

• BOSS Best Places to Work 2024 –credited for its culture, engagement and flexible working arrangements. 
• Most Inclusive Workplace 2024 – Australian HR Institute (AHRI) Awards. 
• Employer of Choice Public Sector and NFP – Australian HR Awards 2023 
• Silver AWEI Accreditation 2025 – Recognised for LGBTQ+ workplace inclusion.
• Accredited Family Friendly Workplace – Supporting work-life balance and inclusivity. 
• Hybrid working – Flexible arrangements with state-of-the-art offices designed for collaboration and wellbeing. 
• Inclusive leave options – Flexible public holidays, 20 weeks paid parental leave, gender affirmation leave, women’s health leave, and paid time off over Christmas. 
• Financial benefits – Not-for-profit salary packaging to boost take-home pay. 
• Locations – A team of over 1,600 dedicated professionals based in modern Melbourne and Sydney CBD offices. 

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.