At Melbourne Archdiocese Catholic Schools Ltd (MACS) we envision every student to be inspired and enabled to flourish and enrich the world. MACS is the largest Catholic school system in Australia. We own, govern and operate approximately 300 Catholic schools, employ over 17,000 staff and serve more than 118,000 students and their families in the Archdiocese of Melbourne. It is an exciting time to join MACS, where we are transforming to bring to life our strategic plan - MACS 2030: Forming Lives to Enrich the World that will help all MACS staff come together to make the most of what a Catholic education has to offer so that we have the greatest and most distinctive impact in our classrooms, staffrooms and schools communities. More details on the MACS strategy can be found here . WHY WORK FOR US? Professional development opportunities with a defined personalised annual budget Access to flexible working arrangements, which include working from home arrangements You will work in a tight-knit, supportive team to ensure you succeed in your role Employee Assistant Program (EAP) supported by Mental Health First Aiders in the workplace, providing a safe and caring environment to our staff and students The MACS Code of Conduct (the Code) embodies our collective commitment to fostering a positive and supportive work environment that prioritises the health, safety and wellbeing of everyone, inspired by our Catholic faith. We ask that all staff read and understand the Code and model the behaviours that are expected of us. YOUR ROLE The Manager, Complaints and Improvement is a newly created role that will establish and lead complaints management at MACS. This role is designed to support the Regional Operations across the implementation of a system-wide process which will triage, manage and resolve difficult issues impacting on students, families and schools, in accordance with best practice principles. Job Description WHAT YOU WILL DO Design and implement the MACS Complaints Management operating model, including team structure, workflows, roles, and supporting systems (e.g., Polonious), ensuring continuous system and process improvement. Lead, oversee, and assure high ‑ quality end ‑ to ‑ end complaints management, including intake, assessment, escalation, resolution, and compliance with MACS policies and regulatory obligations. Recruit, manage, develop, and support staff to build capability, drive high performance, and foster accountability and professional growth. Provide strategic oversight and risk management, including intervention in high ‑ risk or sensitive matters and embedding complaints risk within enterprise frameworks. Drive data ‑ informed improvement, using audits, analytics, KPIs, and system insights to enhance processes, technology use, and organisational learning. Prepare briefings and reports for MACS Committees, the MACS Board, and external stakeholders, including responding to enquiries from the Department of Education, Members of Parliament, and regulatory bodies. ABOUT YOU Demonstrated experience leading a complaints management, governance, or customer resolution function, ideally within an education or public sector context. Strong knowledge of complaints handling frameworks, procedural fairness, and relevant regulatory, legislative, and system obligations. Understanding of school governance and leadership structures, including the legal and regulatory context of Catholic education in Victoria. Proven ability to establish new functions and lead cultural change, with a track record of improving systems, processes, or service delivery. Demonstrated capability to lead, manage, and develop a small team, fostering high-quality, timely, and professional service delivery. Highly developed interpersonal, analytical, and communication skills, including the ability to manage sensitive matters with sound judgment, use data to inform decision ‑ making, and support continuous improvement aligned with MACS values. HOW TO APPLY Please refer to the position description for further details about the role and the Key Selection Criteria. Click APPLY to submit your application. If you have any queries about this role, they can be directed to our Talent Acquisition team by email recruitment@macs.vic.edu.au You will need to provide: 1. An up to-date Resume and 2. A cover letter addressing the Key Selection Criteria, limited to two pages Note: MACS is committed to the safety, wellbeing and protection of all children in our care. The successful candidate must hold or acquire and maintain a Victorian Institute of Teaching (VIT) and/or Working with Children Check and must be willing to obtain and maintain a National Criminal History Check. Candidates must hold full Australian Working Rights and provide evidence of this. Privacy Collection Notice – Job Applicants MACS collects your Personal Information to assess your application and suitability for employment. By submitting your Personal information, you consent to the use and disclosure of your Personal information for the purpose of being considered for employment at MACS. Applicants can withdraw their applications at any time during the recruitment process For further details, please see the full Privacy Collection Notice here APPLICATIONS CLOSE : 4.00pm Monday, 16 February 2026
