Case Manager (Part-time)

Ad Standards; Canberra; On-site; AUD 117,000 - 143,000; Part time

Benefits offered by this job

On-site parking

Other benefits

Job summary

Ad Standards in Canberra seeks a part-time Case Manager (two days per week in a job-share arrangement) to oversee consumer complaints about advertising content. The role leads the Case Management team, coordinating case review, adjudication, and reporting, with emphasis on timely, impartial processing and consistent standards.

The position requires strong written and verbal communication, sound judgement, and ability to balance leadership with collaboration in a small team; on-site parking and

Qualifications

• 5+ years demonstrated experience in complaints handling (leadership position).
• Policy and/or Regulatory experience (especially operational policy) in a government agency and/or regulator.
• Demonstrated strong writing and interpretation skills.
• Stakeholder management and liaison.
• Experience with AI workflows desired.

Responsibilities

• Oversee end-to-end process of managing consumer complaints about advertising content.
• Oversee activities entrusted to the Case Officer, receiving and assessing complaints, coordinating review and adjudication, and preparing case reports.
• Ensure complaints are handled in a timely, impartial, and consistent manner in accordance with Ad Standards’ policies.
• Balance leadership and collaboration in a small two-day-per-week job-share team.
• Provide guidance to the Case Management team to evolve complaints handling operations.

Skills

Senior leadership

Complaints handling

Policy interpretation

Stakeholder liaison

Written communication

Job description

Ad Standards is Australia’s advertising regulator. We have a vacancy for a part-time Case Manager (two days per week) as part of job share arrangement. It is likely the role requirement is for Monday and Tuesday each week, however, this may change by arrangement.

The Case Manager plays a critical role in maintaining the integrity and effectiveness of Ad Standards’ complaints handling operations.

As the senior manager of the Case Management team, the Case Manager is responsible for overseeing the end-to-end process of managing consumer complaints about advertising content. This includes overseeing the activities entrusted to the Case Officer, receiving and assessing complaints, coordinating the review and adjudication process, and preparing case reports.

The Case Manager ensures that all complaints are handled in a timely, impartial, and consistent manner, in accordance with Ad Standards’ policies and procedures.

The role requires strong verbal and written communication skills, sound judgement, and the ability to manage complex complaints involving multiple issues and stakeholders. Importantly there must be consistency in work quality and approaches given the job-share position.

Ad Standards is a small team and an important personal attribute is the ability to balance leadership and collaboration in a small team of specialists.

If you have policy, regulatory or complaints handling experience and are looking for real flexibility, we want you to help us to play a key role in the ongoing evolution of Ad Standards as a great regulator. We can also offer on-site parking and other benefits.

To view the full position description and to learn more about Ad Standards visit adstandards.com.au

Required experience and qualifications

5+ years demonstrated experience in complaints handling (leadership position)

Policy and/or Regulatory experience (especially operational policy) in a government agency and/or regulator

Demonstrated strong writing and interpretation skills

Stakeholder management and liaison

Experience with AI workflows desired

Remuneration

Total remuneration package of up to $130,000 p.a. inclusive of superannuation (pro rata)

If you have any questions about the role, contact **************@adstandards.com.au