Job Description

Lead a team resolving complex scam complaints and help shape a new era of consumer protection in Australia.

We’re looking for an experienced dispute resolution leader to lead and develop a team responsible for resolving scam complaints fairly, thoroughly and efficiently. This is an prospect to combine your leadership, investigative and dispute resolution expertise with meaningful work supporting consumers impacted by scams.

This is a hybrid role working 3 days per week from the office.

What you’ll be doing:

As Manager, Dispute Resolution, Scams, you’ll lead a team of Dispute Resolution Specialists and Senior Dispute Resolution Specialists, creating a high-performing, supportive and accountable environment.

You’ll:

- Lead, coach and develop a team of complaint and dispute resolution professionals.
- Allocate complaints based on complexity, capability and capacity, keeping the focus on fair resolution as early as possible.
- Monitor case progression,



remove roadblocks and ensure complex complaints continue to move towards resolution.
- Oversee the quality of assessments, settlement terms and key correspondence, ensuring outcomes are fair, consistent, well-reasoned and clearly communicated.
- Manage escalations involving complex or unusual matters from your team, consumers and regulated entities.
- Champion a trauma-informed, human-centred approach that treats consumers with dignity and minimises the risk of re-traumatisation.
- Create a psychologically safe environment and actively support the wellbeing of team members undertaking challenging work.
- Identify emerging patterns, risks and potential systemic issues through complaint handling and escalate these appropriately.
- Contribute to the establishment and continuous improvement of the Scams Dispute Resolution function.

📌 Manager, Dispute Resolution, Scams (Melbourne)
🏢 AFCA
📍 Melbourne