Scam Triage & Assessment Manager

AFCA; Melbourne; Híbrido; AUD 140.000 - 190.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Gold AWEI Accreditation 2025

Accredited Family Friendly Workplace

Hybrid working

Additional leave options

Descripción de la vacante

AFCA’s Australian Scams Ombudsman unit is shaping up, offering a pivotal leadership role to guide TAP in assessing scam complaints. You will build capability, ensure fair, trauma-informed decisions, and collaborate across departments to deliver a coordinated consumer experience.

This hybrid, three-days-per-week-in-office position focuses on high-harm matters, ensuring timely pathways and robust early resolution. Join AFCA to help Australians navigate scam disputes with care and accountability.

Formación

• Experience in complaints, dispute resolution, regulatory or other high-volume environment.
• Experience leading and developing teams that include experienced or senior practitioners.
• Strong investigative and dispute resolution experience, with capability to coach others and oversee quality of assessments and outcomes.
• Demonstrated experience managing queues, competing priorities and workflow while meeting service standards.
• Strong trauma-informed communication skills and the ability to guide others through difficult conversations.
• Sound judgement and confidence making accountable decisions under pressure.
• Relevant tertiary qualifications and/or equivalent practical experience.

Responsabilidades

• Lead, coach and develop your team, building capability and confidence in complaint assessment, jurisdiction and pathway decisions.
• Manage workflow and complaint allocation, balancing urgency, complexity and team capability while prioritising high-harm matters.
• Oversee the quality of assessments and early resolution, ensuring decisions are well reasoned, accurate and communicated in plain English.
• Monitor complaint progression, remove blockers and ensure matters move through the appropriate pathway.
• Champion a trauma-informed, human-centred approach, helping consumers feel heard while minimising unnecessary repetition and re-traumatisation.
• Support team wellbeing and psychological safety in an environment involving challenging and potentially distressing matters.
• Identify emerging themes, risks and potential systemic issues and elevate them appropriately.
• Work closely with Customer Service, Dispute Resolution, Jurisdiction and Legal, Information and Insights and other teams to provide a coordinated consumer experience.
• Help prepare the TAP function for launch by testing processes and systems and identifying readiness issues.

Conocimientos

Leadership

Team coaching

Investigations

Dispute resolution

Stakeholder management

Trauma-informed communication

Decision making

Educación

Tertiary qualification

Descripción del empleo

AFCA’s Australian Scams Ombudsman unit is shaping up, offering a pivotal leadership role to guide TAP in assessing scam complaints. You will build capability, ensure fair, trauma-informed decisions, and collaborate across departments to deliver a coordinated consumer experience.

This hybrid, three-days-per-week-in-office position focuses on high-harm matters, ensuring timely pathways and robust early resolution. Join AFCA to help Australians navigate scam disputes with care and accountability.