Stakeholder Services Officer

ABOUT US

As an organisation, the AFL works tirelessly in all states and at all levels to enhance and grow the game – from grassroots to elite. Together, we put on the game, deliver important events, communicate with our fans, run community programs, develop coaches and umpires, collaborate with partners, delight members, support clubs and so much more. While our roles may vary, we are all united by a common goal, to progress the game for everyone to love and connect with Australia’s game.

The AFL is committed to promoting and protecting the safety and wellbeing of children and young people in our care. Please note, we undertake several screening processes to ensure this commitment is upheld, this includes ensuring the successful candidate to this position holds a valid employee Working with Children/ Vulnerable People check and a satisfactory criminal history record check.

We are an Equal Opportunity employer and firmly believe that diversity and inclusion is an important part of both the AFL and the communities in which we operate. Our game is for everyone, and we strive to be a workplace for everyone.

Aboriginal and Torres Strait Islander peoples are encouraged to apply.

ABOUT THE ROLE

The Stakeholder Services Officer works across the AFL’s grassroots participation programs including NAB AFL Auskick, Coaching, Community and junior football, AFL Nines, AFL Superkick, community umpiring and AFL school programs.

The primary focus of this role will be communicating with prospective and current customers via email, phone and occasionally in person to assist them with any query they may have.

Reporting to the Stakeholder Services Manager and assisted by the Stakeholder Services Team Leader, the role will deliver exceptional customer service, on brand and exceed customer expectations.

We are seeking a well-driven individual who has a passion for providing exceptional customer service to our stakeholders to drive community football participation across the country.

Please note this is a 6-month max-term role until July 2026.

We will be closed for our annual closure period from December 22 2025, returning January 12 2026. Over this closure period, applications will not be responded to during this time.

A DAY IN THE LIFE OF

• Develop and deliver customer service solutions that exceed member expectations, including resolution of member issues in line with service standards.
• Assist queries both via email and over the phone to aid any stakeholder
• Operate the customer databases (eg. PlayHQ) and other operating systems to provide stakeholders with guidance and resolutions to their queries when contacting the AFL
• Provide training and guidance to customers on the PlayHQ platform for all participation platforms, via email, phone or one on one conference sessions
• Using existing training videos, online resources and your knowledge to support all customers with questions regarding our participation programs
• Aid the wider Game Development team on ad hoc projects that are required from time to time
• Manage a high volume of incoming calls and emails in a timely manner to meet our customer expectations
• Provide accurate, valid and complete information using the online reporting method
• Provide reporting advice on the customer database for volunteers and state/territory staff where required

OUR IDEAL TEAM MEMBER

Core Competencies:

• First class process management and enhancement capabilities
• Customer centric with a history of delivering exceptional service experiences
• Experience in executing business to customer direct communication
• Proficient in utilizing and maximizing CRM systems when interacting with customers
• Strong communication skills both written and verbal
• Proficient in customer conflict management with an ability to troubleshoot and find a resolution
• Adopts a friendly and collaborative approach working in a team environment

Mandatory:

• Customer centric with experience in a client focused environment
• Skilled in the use of Microsoft Office and ability to adapt to other systems
• Strong attention to detail and accurate data processing skills
• Effective team member with the ability to build quality working relationships with internal and external stakeholders
• Excellent organisation, time management and ability to prioritise workload

Desirable:

• Experience in a membership or customer service role previously
• Experience in a contact centre, retail or sales environment
• Experience working with volunteers within community sport
• Experience dealing with a diverse customer audience
• Proven leadership experience with the ability to work autonomously

OUR CULTURE

Please visit www.afl.com.au/careers/our-organisation

THE PERKS

• Play The Day Your Way – a flexible approach to your working life
• My Development – lean into the AFL’s My Development program consisting of on-the-job training, coaching and mentoring, and formal learning
• Play Well – access to our extensive Health and Wellbeing program centered around our belief in a healthy body, healthy mind, and healthy workplace
• My Benefits – with thanks to our AFL Corporate Partners, access great benefits and discounts

Applications Close: 12 January 2026