In-Demand Adviser services office Jobs in Melbourne, Vic

Complaints and Investigations Specialist
AFCA —Melbourne VIC
- Full-time
- Hybrid work
- Analysis skills
- Organisational skills
- Communication skills
Quick Apply
6d
Director, Office of the Deputy Secretary
Department of Jobs, Skills, Industry and Regions —Melbourne VIC
- $232,790 - $298,488 a year
- Full-time
- Leadership
- Communication skills
- Office experience
4d
Claims Consultant, Group Claims - AusSuper
TAL —Melbourne VIC
- Full-time
- Hybrid work
- Management
- Analysis skills
Quick Apply
Contact Centre Officer
SS&C Technologies —Melbourne VIC
- Full-time
- Hybrid work
- Sales
- Customer service
- Microsoft Office
- Health insurance
- Parental leave
Complaints and Investigations Specialist
Australian Financial Complaints Authority —Melbourne VIC
- Full-time
- Hybrid work
- Analysis skills
- Organisational skills
- AI
6d
Claims Support Officer
Link Group —Docklands VIC
- Customer service
- Communication skills
- Parental leave
- Employee assistance program
Policy Adviser
Department of Jobs, Skills, Industry and Regions —Melbourne VIC
- $100,894 - $114,476 a year
- Full-time
- Leadership
- Negotiation
15h
Claims Consultant - Group Multi Claims
TAL —Melbourne VIC
- Full-time
- Hybrid work
- Communication skills
Quick Apply
Client Services Consultant - SMA & Superannuation
Praemium Limited —Melbourne VIC
- Full-time
- Hybrid work
- Employee assistance program
Quick Apply
Advice Compliance Specialist
First Financial —Melbourne VIC
- $90,000 - $130,000 a year
- Full-time
- Hybrid work
- Microsoft Office
- Finance
- Business
Quick Apply
Procurement Advisor
Victorian School Building Authority —Melbourne VIC
- $100,894 - $114,476 a year
- Full-time
- Customer service
- Administrative experience
- Construction
8d
Project Officer
Department of Jobs, Skills, Industry and Regions —Melbourne VIC
- $100,894 - $114,476 a year
- Full-time
15h
Team Leader, Link Advice
Link Group —Docklands VIC
- Management
- Financial services
- Leadership
- Parental leave
- Employee assistance program
12h
Retirement Administration Consultant (Enjoy)
Aware Super —Melbourne VIC
- Contract
- Administrative experience
- Financial services
- Work from home
- Gym membership
Advisor, Assurance Evaluation and Continuous Improvement
Department of Justice and Community Safety —Melbourne City Centre VIC
- $100,894 - $114,476 a year
- Full-time
5d
Disability Claims Assessor
UniSuper —Melbourne VIC
- Full-time
- Communication skills
Injury Management Adviser
Parliament of Victoria —Melbourne VIC
- $116,413 - $140,849 a year
- Full-time
- Hybrid work
- Management
- Leadership
6d
Cost Support Lead and Senior Adviser
Victorian Legal Services Board and Commissioner —Melbourne VIC
- $116,413 - $128,631 a year
- Full-time
- Management
- Microsoft Office
6d
Case Manager
Mercer —Melbourne VIC
- Full-time
- Hybrid work
- Communication skills
Communications Adviser
City FM Australia —Mulgrave VIC
- Full-time
- Organisational skills
- Free parking
- Health insurance
Quick Apply
12d

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Complaints and Investigations Specialist

AFCA -
Melbourne VIC

Quick Apply

Job Details

Full-time
6 days ago

Qualifications

Analysis skills
Organisational skills
Communication skills
Time management

Full Job Description

Company Description

Fairness feels good

Make a real impact at AFCA. Where fairness drives every decision. Help us deliver world-class, independent complaints resolution for Australians. As a not-for-profit and progressive financial ombudsman, we’re championing positive change. Achieving our purpose takes progressive thinking, accountability and resilience. At AFCA, our inclusive leadership values every voice. We offer our people flexible work options, thoughtful benefits and opportunities to deepen expertise. Flourish in a diverse, caring culture. Feel the difference of belonging to an organisation intentionally designed to put people first.

Job Description

Assessments Adviser – Office of the Independent Assessor

This is a unique opportunity to contribute to AFCA’s commitment to fairness, transparency and accountability from within the Office of the Independent Assessor.

In this role, you will be primarily responsible for managing the Independent Assessor’s inbox, acting as a key first point of contact for incoming complaints and correspondence. This includes undertaking initial jurisdictional assessments, triaging matters that are within the Independent Assessor’s Terms of Reference, and responding to complainants’ enquiries in a clear, timely and professional manner.

You will also support the Office by drafting less complex assessments of complaints, applying sound judgement and principles of procedural fairness. Through this work, you will gain insight into themes and issues arising across AFCA’s service delivery and contribute to the consistent and efficient handling of service complaints.

Working in a small, collaborative team, you will gain exposure to a broad range of matters and build expertise in independent review and complaint handling within a dynamic and evolving function.

About the role

Reporting to the Manager, Independent Assessor, the Complaints and Investigation Specialist ( or as known at AFCA, Assessment Advisor) plays an important role in supporting the effective and efficient handling of complaints within the Office of the Independent Assessor.

In this role, you will:

Manage the Independent Assessor’s inbox, including receiving, acknowledging and responding to escalated complaints about AFCA
Review and assess complaint information to determine whether matters fall within the Independent Assessor’s jurisdiction
Liaise with AFCA’s service complaints team and/or broader AFCA staff to clarify issues and support appropriate outcomes for complainants
Independently draft high-quality, well-reasoned jurisdictional assessments and less complex complaint assessments in accordance with the Independent Assessor’s Terms of Reference
Prepare clear, accurate and informative communications for internal and external stakeholders
Maintain accurate records, including in AFCA’s case management system (CMS), to support the Office’s reporting obligations, and contribute to identifying trends and improvement opportunities
Support the preparation of periodic reports and provide administrative support to the Independent Assessor and Manager as required
Manage sensitive matters with professionalism and discretion, particularly where complaints relate to AFCA staff conduct.

This role requires strong organisational skills, critical thinking, sound judgement and attention to detail, with the ability to manage competing priorities and handle sensitive matters with care and professionalism.

This is a permanent role and can be based in either Melbourne or Sydney.

Qualifications

About you

You will bring:

Strong experience in complaints handling, investigations, dispute resolution or a related field
Demonstrated ability to operate independently and take accountability for outcomes
Strong analytical and critical thinking skills, with the ability to assess information, determine jurisdiction and triage matters appropriately
Strong attention to detail and the ability to accurately review and interpret complaint information and documentation
Ability to prepare clear, well‑reasoned written outcomes, including jurisdictional assessments in plain English
Highly developed communication and stakeholder engagement skills, including the ability to manage sensitive or challenging interactions
Well-developed organisational and time management skills, with the ability to manage a high‑volume inbox and competing priorities and meet agreed timeframes
A demonstrated commitment to fairness, accountability and high-quality service delivery
Ability to quickly learn and adapt in a changing environment
Experience with AFCA frameworks, rules or broader financial services regulation will be highly regarded.

Additional Information

Silver AWEI Accreditation 2025 – Recognised for LGBTQ+ workplace inclusion.
Accredited Family Friendly Workplace – Supporting work-life balance and inclusivity.
Hybrid working – Flexible arrangements with two days a week in our modern offices designed for collaboration and wellbeing.
Additional and inclusive leave options – Flexible public holidays, gender affirmation leave, women’s health leave, and bonus paid time off over the end of year holiday period.

To apply

If you’re passionate about fairness and believe your skills align with this role, we encourage you to apply even if you don’t meet every single criterion.

We welcome applications from people of all backgrounds, cultures, abilities, sexual orientations, and gender identities. If you require any accessibility support during the recruitment process, please reach out to our team at [email protected].

We believe fairness starts with people. That’s why we don’t use AI or automated tools to screen candidates. As a result, our processes may take a little longer, and we thank you for your patience.

About AFCA

The Australian Financial Complaints Authority (AFCA) was established in 2018 as a private not-for-profit ombudsman service providing free, fair and independent help with financial disputes. The original team has grown to over 1600 dedicated professionals. Since 2018, AFCA has received more than 634,000 complaints, helping to secure $2.1 billion in compensation for consumers.

AFCA is a 2026 Circle Back Initiative Employer - we are committed to responding to every applicant.

Quick Apply

Refine Your Search

adviser services office jobs in melbourne, vic

Complaints and Investigations Specialist

Director, Office of the Deputy Secretary

Claims Consultant, Group Claims - AusSuper

Contact Centre Officer

Complaints and Investigations Specialist

Claims Support Officer

Policy Adviser

Claims Consultant - Group Multi Claims

Client Services Consultant - SMA & Superannuation

Advice Compliance Specialist

Procurement Advisor

Project Officer

Team Leader, Link Advice

Retirement Administration Consultant (Enjoy)

Advisor, Assurance Evaluation and Continuous Improvement

Disability Claims Assessor

Injury Management Adviser

Cost Support Lead and Senior Adviser

Case Manager

Communications Adviser

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