Independent Assessments Manager

**Company Description**
The Independent Assessor (IA) function was established to assess service complaints about AFCA and, if appropriate, make recommendations, including for the payment of compensation.

The Independent Assessor also identifies, and makes recommendations to AFCA, on issues affecting AFCA's complaint handling operations and performance more broadly. Further information about the role of the Independent Assessor can be found in the AFCA Independent Assessor Terms of Reference available on the Independent Assessor webpage.

This is an excellent opportunity for a conscientious and pragmatic problem-solver to gain a birds-eye view of all AFCA's product lines, to engage directly with senior staff and executives and to contribute to the continuous improvement of the organisation as a whole. The Office of the Independent Assessor is growing - join us at an exciting time.

You may wish to progress your career as a decision-maker with AFCA or focus more on the concept and practice of excellent customer service, you will gain an invaluable understanding of the customer's perspective as well as in-depth knowledge of procedural fairness and what constitutes good customer service, including with regard to accessibility, transparency, accountability, and dealing with challenging customers.

Reporting to The Independent Assessor, Melissa Dwyer, the Independent Assessments Manager will manage day-to-day correspondence to the IA, investigate and draft independent assessments in response to complaints about AFCA's service, and maintain appropriate and accurate records and data to enable quarterly reporting to the AFCA Board and ASIC. This position would suit someone who has a high attention to detail and an investigative approach to analysing information.

The position of Independent Assessments Manager is a permanent full-time position and is open across both **Sydney and Melbourne locations**. It is an intellectually stimulating role that offers meaningful work and the ability to make a real difference.

**What's in it for you?**
- ** Dynamic Skill Expansion** - Embark on a journey of professional growth, expanding your skillset in a dynamic and supportive environment.
- ** Strategic Exposure to Senior Managers -**Seize the chance to work closely with senior managers, gaining invaluable insights and exposure that will elevate your understanding of strategic decision-making.
- ** Work in an integral Role**:

- Become an integral part of our business operations, contributing to and learning the core functions that drive our success
- ** Learning Experience** - This unique opportunity could provide a tailored learning experience, enhancing your expertise in key areas relevant to your career advancement
- ** Investment in Your Future** - Consider this opportunity as an investment in your future, equipping you with the skills and experiences necessary for your ongoing career development

**Qualifications**
- Qualifications and/or experience in either alternative dispute resolution or within the legal sector
- High attention to detail
- Ability to communicate complex written information
- Experience in tribunal or other relevant complaints handling or consumer roles
- Demonstrated experience operating in an independent capacity and with individual accountability for outcomes
- Strong analytical and problem-solving skills, and good attention to detail
- Knowledge of AFCA rules and process requirements in order to assess procedural fairness

**Additional Information**
- ** BOSS Best Places to Work 2024** -credited for its culture, engagement and flexible working arrangements.
- ** Employer of Choice Public Sector and NFP** - Australian HR Awards 2023
- ** Accredited as a Family Friendly Workplace**:

- ** Hybrid working** from home and our state-of-the-art office and facilities designed for collaboration, and wellbeing. We work flexibly at AFCA and encourage you to talk to us about how this role can be flexible for you.
- ** Progressive and inclusive leave entitlements**, including flexible public holiday leave, women’s health leave, 20 weeks paid parental leave, sorry business leave, early and advanced pregnancy loss leave, paid gender affirmation leave, extra personal leave and paid time off over Christmas. Plus, study leave to support your professional development.
- ** Not For Profit** salary packaging benefits.

**Life at AFCA**

Our people are at the centre of everything we do. We live and breathe our cultural qualities, which shape how we behave and how we engage with our customers. At AFCA, you will truly feel the difference of working at an organisation which supports people of all backgrounds, experiences, and identities to thrive. Our consistently high employee engagement results reflect that AFCA is a truly great place to work and a place where people can contribute, belong and flourish

**To apply**:
AFCA is a 2025 Circle Back Initiative Employer - we are committed to responding to every applicant.