The primary purpose of this role is to triage all incoming correspondence sent to info@afca, ensuring enquiries are accurately assessed, responded to where appropriate and directed to the relevant business area in a timely manner. This includes providing clear, professional responses to basic enquiries about AFCA’s services, supporting a positive and efficient customer experience.
The role is also responsible for managing AFCA’s incoming postal mail, including the accurate registration, handling and distribution of correspondence in line with organisational processes and timeframes.
Additionally, the role provides administrative support across the organisation, with a particular focus on assisting the Privacy and Legal teams by gathering, collating and preparing information from the case management system to support privacy, legal and information access requests.
Key accountabilities
General Administration:
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Provide general administrative support as required, including but not limited to file retrieval, translation requests and document handling.
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Respond to queries about incoming correspondence and administrative processes from internal and external stakeholders.
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Ensure accuracy, confidentiality and timely handling of information to support privacy, legal and information access requests.
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Exchange documentation and information between parties in the decision stage.
Correspondence Triage & Enquiries
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Triage all incoming correspondence received via info@afca, ensuring matters are accurately assessed and directed to the appropriate team in a timely manner.
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Respond to basic enquiries about AFCA’s services in a professional, clear and customer-focused manner.
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Identify urgent or sensitive matters and escalate appropriately in accordance with internal processes.
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Manage AFCA’s incoming and outgoing postal mail, including registering and distributing correspondence in line with organisational procedures and timeframes.
Service Delivery & Continuous Improvement:
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Maintain effective relationships with AFCA teams to understand processes and contribute to continuous process improvement of correspondence handling and administrative workflows.
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Collaborate with internal stakeholders to improve efficiency and consistency across the business.
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Meet performance measures for providing timely, accurate and helpful assistance to AFCA staff and stakeholders.
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Demonstrate AFCA values of fairness, independence, transparency, accountability, empathy and customer focus in all interactions.
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Work collaboratively with managers and staff to support awareness of AFCA processes, including contributing to documentation and internal communications where required.
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Comply with all applicable AFCA policies, procedures, systems, legislation and guidance documents.
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Undertake other duties as reasonably required by the role.
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Make AFCA a great place to work and develop and maintain constructive and cooperative working relationships with others.
