Complaints and Investigations Specialist

Complaints and Investigations Specialist role within AFCA’s Office of the Independent Assessor. Responsibilities include managing the Independent Assessor’s inbox, receiving and responding to escalated complaints, performing initial jurisdictional assessments to determine applicability under the Terms of Reference, triaging matters, drafting less complex jurisdictional and complaint assessments in plain English, preparing clear communications for stakeholders, maintaining records in the CMS, supporting periodic reporting, and contributing to continuous improvement. The role requires strong organisational, analytical, and communication skills, the ability to handle sensitive matters with discretion, and a collaborative, professional approach. Hybrid working arrangement with two days a week in modern offices in Melbourne or Sydney.