Ombudsman – Scams Dispute Resolution

About the role

AFCA is seeking a senior Ombudsman to lead fair, consistent and timely decisions on scam‑related consumer complaints. This board‑appointed position will influence industry standards and deliver a world‑first dispute resolution service.

Key responsibilities

• Make individual or panel decisions on standard and complex complaints in line with AFCA’s rules and fairness principles.
• Provide professional and technical leadership, coaching adjudicators, case workers and other staff.
• Engage with industry associations, consumer groups and members to improve industry standards.

Required profile

• Legal qualifications with senior executive experience in consumer resolution, EDR schemes, regulatory agencies or private practice.
• Strong analytical ability to handle complex issues and a busy caseload.
• Excellent written and verbal communication, interpersonal skills and resilience in conflict situations.

Required skills

• Legal expertise in banking, telecommunications or digital platforms.
• Decision‑making authority with binding outcomes for complainants.

What we offer

• Hybrid working – two days a week in modern collaborative offices.
• Inclusive leave options – flexible public holidays, gender affirmation leave, women’s health leave and bonus paid time off.
• Accreditations – Gold AWEI 2025 for LGBTQ+ inclusion and Family Friendly Workplace.