Operational Support Administrator

Location: Hybrid, Sydney NSW, Australia, with two days per week in the office

Company

AFCA is a not-for-profit financial ombudsman providing independent complaints resolution services for Australians.

What you will do

• Triage incoming correspondence received through the info@afca inbox and direct matters to the appropriate business area.
• Respond clearly and professionally to basic enquiries about AFCA’s services.
• Identify urgent or sensitive matters and escalate them according to internal processes.
• Register, handle and distribute incoming and outgoing postal mail.
• Provide administrative support to Privacy and Legal teams by retrieving, collating and preparing information from case management systems.
• Contribute to process improvements, internal documentation and efficient correspondence workflows.

Requirements

• Experience in administration, correspondence handling and/or customer service.
• Strong written and verbal communication skills, with the ability to respond in clear, professional and plain language.
• Experience triaging and managing high volumes of incoming correspondence.
• Ability to handle sensitive and confidential information with discretion, particularly for privacy, legal and information access requests.
• Computer literacy, including Microsoft Office and case management or record-keeping systems.
• Strong organisation, prioritisation, problem-solving and collaboration skills, with an understanding of complaint resolution processes in a regulatory or dispute resolution environment.

Culture & Benefits

• Hybrid work arrangements with two office days per week.
• Inclusive workplace recognised with Gold AWEI Accreditation 2025.
• Accredited Family Friendly Workplace supporting work-life balance.
• Inclusive leave options, including flexible public holidays, gender affirmation leave and women’s health leave.
• Additional paid time off over the end-of-year holiday period.