Manager, Triage, Assessment & Prioritisation, Scams

The Australian Scams Ombudsman team at AFCA is seeking an experienced leader to manage the Triage, Assessment & Prioritisation function, overseeing a team responsible for assessing scam complaints and directing them to the appropriate resolution pathways. This hybrid role involves leading, coaching, and developing Assessment Specialists while ensuring high-quality, trauma-informed complaint handling. The position requires balancing operational delivery with empathy to support consumers impacted by scams and contribute to AFCA's mission of fairness and independent dispute resolution.