Manager - Intake and Client Access

ABOUT THE OPPORTUNITY

Lead the team behind Consumer Action's new integrated legal Intake Service and help improve access to justice for Victorians experiencing consumer, credit and debt issues. As Manager, Intake and Client Access, you'll be part of a team establishing and leading the organisation's intake, triage and referral services, ensuring people are connected to the right support at the right time. You'll recruit and build a high-performing team, drive service quality and continuous improvement, strengthen referral partnerships, and use frontline insights to inform service delivery, advocacy and systemic reform. This is a rare opportunity to shape a critical new service and deliver meaningful impact for consumers across Victoria.

SPECIFICALLY, THE ROLE WILL:

• Lead and continuously improve Consumer Action's integrated legal Intake Service, ensuring accessible, high-quality and client-centred service delivery across phone and future digital channels.
• Lead, develop and support a high-performing intake team through effective supervision, coaching, workforce planning and capability development, fostering a culture of excellence, collaboration and continuous learning.
• Oversee intake operations, service quality and risk management, including intake, triage, referral and escalation processes, service standards, quality assurance frameworks, complex client matters and complaints management.
• Strengthen client access, service coordination and stakeholder partnerships by working collaboratively across Consumer Action and with external organisations to ensure consumers are appropriately assessed, prioritised and connected to the right support.
• Drive strategic improvement and organisational impact through service performance monitoring, data analysis, frontline insights, organisational planning and governance activities that inform service delivery, advocacy, systemic reform and Consumer Action's strategic objectives.

THE SUCCESSFUL APPLICANT WILL HAVE:

• Relevant tertiary qualifications in community services, social work, human services, law, health, psychology or a related discipline (mandatory).
• Significant experience leading frontline teams in complex service environments, ideally within intake, assessment, triage or client access services. (mandatory).
• Experience within community legal services, financial counselling, social services or access to justice settings (desired).
• Experience supporting culturally safe and responsive services for First Nations peoples and communities (desired).
• Strong leadership experience in frontline, client-facing service environments.
• Experience managing intake, triage, assessment or client access services.
• Ability to build effective partnerships and referral networks.
• Experience using service data and client insights to drive continuous improvement.
• A commitment to client centred, trauma-informed and culturally safe service delivery.

REWARDS AND BENEFITS

• Join a highly engaged, supportive and motivated team
• Additional end of year leave
• Salary packaging available
• Superannuation paid on unpaid parental leave
• 16 weeks parental leave,
• Purchased leave scheme available
• Comprehensive training and professional development opportunities

About Consumer Action

Consumer Action is an independent, not-for-profit consumer organisation with deep expertise in consumer and consumer credit laws, policy and direct knowledge of people's experience of modern markets in Victoria. We work for a just marketplace where people have power and business plays fair. We make life easier for people experiencing vulnerability and disadvantage in Victoria, through financial counselling, legal advice, legal representation, policy work and campaigns.

Consumer Action Law Centre is committed to building a diverse workforce. We strongly encourage applications from First Nations people, people with disability, people from diverse cultural and linguistic backgrounds, people of all ages, and LGBTIQA+ people.

If we can make any adjustments or modifications to standard recruitment processes that will support and enable your application, please contact us at recruitment@consumeraction.org.au using the subject line: Manager - Intake and Client Access enquiry via EthicalJobs.

To submit your application please click 'Apply Now' by the closing date.

A position description is attached.