Senior Case Manager, Regulatory Complaints (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 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