APS5 Case Manager, Information and Assistance Team

About the role

The Australian Small Business and Family Enterprise Ombudsman (ASBFEO), an independent statutory office holder within the Department of Treasury, is seeking an APS5 Case Manager for its Information and Assistance team. The team helps small businesses and family enterprises resolve disputes with other businesses or Commonwealth agencies and avoid formal legal routes. As a Case Manager you will manage all aspects of requests for assistance, using judgement to assess risk and identify practical pathways to resolution.

Key responsibilities

• Manage competing enquiries and requests for assistance, assessing risk and choosing the most appropriate approach in line with policies and procedures (primary activity)
• Engage with complainants, respondent businesses, government agencies and other stakeholders by phone and in writing, including in difficult or sensitive situations
• Apply relevant legislation, policies and procedures and exercise sound judgement in decision-making
• Build and maintain productive internal and external stakeholder relationships
• Represent the team at meetings, conferences and seminars, and share case insights to inform business improvement and policy reform
• Support colleagues and contribute to a collaborative team culture

Required profile

• Demonstrated dispute resolution experience, including managing matters with competing interests
• Strong organisational skills and ability to handle competing priorities and multiple matters at once
• Well-developed interpersonal and written communication skills, including empathetic and professional handling of difficult conversations
• Ability to interpret and apply legislation and work flexibly in a team-based service environment
• Attention to detail and a commitment to high-quality client service

Desirable skills and qualifications

• Experience in case management, working with government agencies, industry bodies or private enterprises, and writing professional correspondence, briefs or reports
• Experience interpreting legislation, policy or regulatory requirements
• A tertiary qualification in law, dispute resolution, business, economics, commerce, finance, public policy or another relevant field