In-Demand Complaints specialist Jobs in Sydney, Nsw

Complaints and Investigations Specialist
AFCA —Sydney NSW
- Full-time
- Hybrid work
- Analysis skills
- Organisational skills
- Communication skills
Quick Apply
7d
Housing Specialist - NSW
Permalink Support Services —Sydney NSW
- $36.84 an hour
- Hybrid work
- Management
- Customer service
- Microsoft Office
- Work from home
- Employee assistance program
Quick Apply
14d
Customer Banking Specialist
Commonwealth Bank of Australia —Sydney NSW
- $5,000 - $6,500 a month
- Full-time
- In-person
- Health insurance
- Dental insurance
Quick Apply
Dispute Resolution Specialist
Insurance Australia Group —Sydney NSW
- Full-time
- Remote
- Communication skills
- Negotiation
- Time management
- Health insurance
- Annual leave
14d
Analyst/Associate, Customer Onboarding Operations Specialist, DBS Australia (Sydney)
DBS Bank —Sydney NSW
- Weekend availability
- Microsoft Powerpoint
- Microsoft Word
- Microsoft Excel
Customer Service & Complaints Specialist
DXC Technology —Macquarie Park NSW
- Full-time
- Customer service
- Analysis skills
- In-person
- Parental leave
- Employee assistance program
Customer Resolutions & Compliance Specialist
FREEDOM Furniture —North Ryde NSW
- Full-time
- Hybrid work
- POS
- Communication skills
- Employee discount
Quick Apply
Senior Customer Resolutions Specialist
AIA —Sydney NSW
- Full-time
- Hybrid work
- In-person
- Negotiation
- Health insurance
- Employee discount
5d
Senior Complaints Specialist - IDR/EDR
Stake —Sydney NSW
- Full-time
- Hybrid work
- Analysis skills
- Financial services
- Communication skills
- Parental leave
- Employee assistance program
Quick Apply
14d
Dispute Resolution Specialist
QBE —Parramatta NSW
- Full-time
- Hybrid work
- Management
- Medical terminology
- Communication skills
- Annual leave
1d
Customer Service Manager - ANZ
Zoll Medical Corporation —St Leonards NSW
- Microsoft Powerpoint
- Microsoft Word
- Microsoft Excel
10h
Client Care Specialist
Macquarie Group Limited —Sydney NSW
- Full-time
- Hybrid work
- Financial services
- Communication skills
- Annual leave
- Work from home
Collections Specialist
Auto Swift Pty Ltd —Barangaroo NSW
- Full-time
- Hybrid work
- Leadership
- Communication skills
- Time management
- Travel reimbursement
- Work from home
Quick Apply
Regional Claims Specialist
SIXT Australia —Sydney NSW
- Full-time
- Remote
- Organisational skills
- Communication skills
- Negotiation
- Employee discount
- Gym membership
Quick Apply
1d
Customer Communications & Complaints Specialist
Fetch Pet —Sydney NSW
- Full-time
- Hybrid work
- Customer service
Customer Experience Consultant
Maersk —Sydney NSW
- Full-time
- Parental leave
Reception Supervisor
Compass Group Australia —Sydney NSW
- $75,000 - $85,000 a year
- Full-time
- Management
- Microsoft Office
- Parental leave
Financial Crime Analyst - Customer Data Investigations and Remediation
Commonwealth Bank —Sydney NSW
- Full-time
- Analysis skills
- No degree
- Communication skills
8d
Customer Experience & Process Optimisation Manager (Contact Centre)
Cuscal —Sydney NSW
- Full-time
- Hybrid work
- Data analysis skills
- Microsoft Office
- Analysis skills
Quick Apply
Inside Sales Specialist
Technogym Australia Pty Ltd —Darlinghurst NSW
- From $80,000 a year
- Full-time
- CRM software
- Sales
- Customer service
- Parental leave
- Employee assistance program
Quick Apply
14d

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Complaints and Investigations Specialist

AFCA -
Sydney NSW

Quick Apply

Job Details

Full-time
7 days ago

Qualifications

Analysis skills
Organisational skills
Communication skills
Time management

Full Job Description

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

Assessments Adviser – Office of the Independent Assessor

This is a unique opportunity to contribute to AFCA’s commitment to fairness, transparency and accountability from within the Office of the Independent Assessor.

In this role, you will be primarily responsible for managing the Independent Assessor’s inbox, acting as a key first point of contact for incoming complaints and correspondence. This includes undertaking initial jurisdictional assessments, triaging matters that are within the Independent Assessor’s Terms of Reference, and responding to complainants’ enquiries in a clear, timely and professional manner.

You will also support the Office by drafting less complex assessments of complaints, applying sound judgement and principles of procedural fairness. Through this work, you will gain insight into themes and issues arising across AFCA’s service delivery and contribute to the consistent and efficient handling of service complaints.

Working in a small, collaborative team, you will gain exposure to a broad range of matters and build expertise in independent review and complaint handling within a dynamic and evolving function.

About the role

Reporting to the Manager, Independent Assessor, the Complaints and Investigation Specialist ( or as known at AFCA, Assessment Advisor) plays an important role in supporting the effective and efficient handling of complaints within the Office of the Independent Assessor.

In this role, you will:

Manage the Independent Assessor’s inbox, including receiving, acknowledging and responding to escalated complaints about AFCA
Review and assess complaint information to determine whether matters fall within the Independent Assessor’s jurisdiction
Liaise with AFCA’s service complaints team and/or broader AFCA staff to clarify issues and support appropriate outcomes for complainants
Independently draft high-quality, well-reasoned jurisdictional assessments and less complex complaint assessments in accordance with the Independent Assessor’s Terms of Reference
Prepare clear, accurate and informative communications for internal and external stakeholders
Maintain accurate records, including in AFCA’s case management system (CMS), to support the Office’s reporting obligations, and contribute to identifying trends and improvement opportunities
Support the preparation of periodic reports and provide administrative support to the Independent Assessor and Manager as required
Manage sensitive matters with professionalism and discretion, particularly where complaints relate to AFCA staff conduct.

This role requires strong organisational skills, critical thinking, sound judgement and attention to detail, with the ability to manage competing priorities and handle sensitive matters with care and professionalism.

This is a permanent role and can be based in either Melbourne or Sydney.

Qualifications

About you

You will bring:

Strong experience in complaints handling, investigations, dispute resolution or a related field
Demonstrated ability to operate independently and take accountability for outcomes
Strong analytical and critical thinking skills, with the ability to assess information, determine jurisdiction and triage matters appropriately
Strong attention to detail and the ability to accurately review and interpret complaint information and documentation
Ability to prepare clear, well‑reasoned written outcomes, including jurisdictional assessments in plain English
Highly developed communication and stakeholder engagement skills, including the ability to manage sensitive or challenging interactions
Well-developed organisational and time management skills, with the ability to manage a high‑volume inbox and competing priorities and meet agreed timeframes
A demonstrated commitment to fairness, accountability and high-quality service delivery
Ability to quickly learn and adapt in a changing environment
Experience with AFCA frameworks, rules or broader financial services regulation will be highly regarded.

Additional Information

Silver 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

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.

Quick Apply

Refine Your Search

complaints specialist jobs in sydney, nsw

Complaints and Investigations Specialist

Housing Specialist - NSW

Customer Banking Specialist

Dispute Resolution Specialist

Analyst/Associate, Customer Onboarding Operations Specialist, DBS Australia (Sydney)

Customer Service & Complaints Specialist

Customer Resolutions & Compliance Specialist

Senior Customer Resolutions Specialist

Senior Complaints Specialist - IDR/EDR

Dispute Resolution Specialist

Customer Service Manager - ANZ

Client Care Specialist

Collections Specialist

Regional Claims Specialist

Customer Communications & Complaints Specialist

Customer Experience Consultant

Reception Supervisor

Financial Crime Analyst - Customer Data Investigations and Remediation

Customer Experience & Process Optimisation Manager (Contact Centre)

Inside Sales Specialist

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