AFCA appoints industry leader to spearhead customer service

The Australian Financial Complaints Authority (AFCA) is pleased to announce Rob Guest has commenced in the role of Executive General Manager, Customer Service and Resolution.

Mr Guest joins AFCA after eight years with Metro Trains as the Director of Customer Experience where he successfully introduced a customer experience strategic plan, delivering significant customer experience transformation and improvements in passenger satisfaction.

Announcing the appointment, AFCA Chief Executive Officer and Chief Ombudsman David Locke said, “Rob has almost 20 years of leadership experience in a diverse career that has seen him work at senior levels in a variety of organisations including Racing Victoria, Luna Park and member-based organisation Australian Human Resources Institute.”

Mr Guest said of his commencement with AFCA that he was motivated by the scope and challenge of operating in the dispute resolution space.

“My experience at Metro in dealing with a wide range of customer issues and expectations, often working with customers who are highly stressed or need extra support, positions me to help AFCA deliver on our aim of delivering world-leading customer service and early resolution outcomes in a challenging context,” Mr Guest said.

“I’m thrilled to be joining the organisation at such an exciting time.”

Mr Locke said: “Rob brings great experience and ideas to AFCA and will lead the strategic priorities to deliver on our end-to-end customer experience initiatives. We look forward to working with Rob as he transforms the way consumers and small business engage with and access our service.”

Rob holds a Masters in International Business from the University of Melbourne, a Graduate Diploma in Industrial Relations and Human Resource Management from RMIT University, a Bachelor of Arts (Social Science) from Latrobe University and has completed the AICD Company Directors Program.

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