Case Manager

2 weeks ago

Canberra n Capital Territory, Australia Ad Standards Full time $90,000 - $120,000 per year

Ad Standards is Australia's advertising regulator. We listen to community concerns, uphold community standards and promote responsible advertising.

As our Case Manager, you'll play a vital role in ensuring our advertising complaints are handled fairly, consistently and effectively.

This is a 12-month parental leave position with potential for an immediate start.

As the Case Manager, your days will include:

  • End-to-end management of advertising complaints
  • Optimising and improving complaints handling procedures, ensuring alignment with our policies and procedures
  • Applying and interpreting the advertising codes with fairness and consistency
  • Oversee our Case Management System (CMS) and using it to produce reports and statistics
  • Providing secretariat support to the Ad Standards Community Panel
  • Writing clear and accurate case reports that reflect Ad Standards Community Panel decisions
  • Liaising with internal and external stakeholders to resolve complaints
  • Supervising and mentoring the Case Officer, including performance management and professional development
  • Delivering advice, training and education to industry.

For more information visit

We're on the lookout for someone with:

  • Sound judgment and demonstrated ability to manage complex complaints and issues
  • Experience in complaints handling and / or case management
  • Strong verbal and written communication skills
  • Strong stakeholder management skills
  • Leadership and management capabilities
  • Some experience with use of AI to improve work practices is beneficial
  • A commitment to Ad Standards values: integrity, teamwork and collaboration, excellence and courage
  • Attention to detail.

And we'll offer:

  • A meaningful role in a respected national organisation
  • A collaborative and values-driven team environment
  • Opportunity to work with a wide range of stakeholders across industry and government
  • Access to training and professional development activities.

For more information about Ad Standards visit 

Apply today

To apply, you'll need to submit your 
CV and a one-page pitch
 telling us why you'd be perfect for this role. Applications without a pitch will not be considered.

We're hoping to move quickly, so applications will be considered as received. Applications close 11pm, Sunday 7 September.

If you have any questions about the role, contact 

Ad Standards is committed to diversity and inclusion. We welcome applications from people of all backgrounds, including those with disabilities and Aboriginal and Torres Strait Islander peoples. Please specify any communication preferences or adjustments needed for the interview process in your application.

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