Job Description

Lead a team helping consumers navigate scam complaints when they need support most.

We’re looking for an experienced people leader to join our Triage, Assessment & Prioritisation (TAP) function and lead a team responsible for assessing scam complaints and directing each complaint to the right pathway.

This is an opportunity to combine leadership, investigative and dispute resolution experience with meaningful work supporting people impacted by scams.

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

What you’ll be doing:

As Manager, Triage, Assessment & Prioritisation, you’ll lead a team of Assessment Specialists, creating a supportive, accountable and high-performing environment.

You’ll:

- 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 setting involving challenging and potentially distressing matters.
- Identify emerging themes, risks and potential systemic issues and escalate 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.

📌 Manager, Triage, Assessment & Prioritisation, Scams (Melbourne)
🏢 AFCA
📍 Melbourne