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
Reporting to the Manager, Complaints and Improvement, you will provide operational support in managing complaints across schools within your region. You will triage, assess and coordinate complaints, support schools with guidance and documentation, and ensure all matters are handled sensitively, fairly and in line with MACS policies and legislative requirements.
These roles are regionally based across MACS offices, with a requirement to travel to the MACS East Melbourne office as needed.
WHAT YOU WILL DO
- Support the implementation of MACS complaints management frameworks, policies and procedures
- Receive, assess and triage complaints, and draft responses for approval
- Maintain accurate and confidential records within MACS systems
- Prepare reports, dashboards and insights to support regional monitoring
- Provide guidance and support to schools on complaints handling practices
- Escalate complex matters to senior stakeholders and specialist teams as required
- Liaise sensitively with principals, staff, parents and community members
- Support audits, training preparation and continuous improvement initiatives
- Ensure compliance with Child Safe Standards, privacy and legislative requirements
ABOUT YOU
- Relevant tertiary qualification in a related discipline
- Experience in complaints handling, governance, policy administration or similar fields
- Strong interpersonal and communication skills with a sensitive, professional approach
- Ability to manage competing priorities and work both autonomously and collaboratively
- High proficiency in Microsoft Office and record management systems
- Understanding of school environments or education systems (desirable)
- Demonstrated knowledge of Victoria’s Child Safe Standards and commitment to child safety
LOCATION & TRAVEL
These roles are based across the following MACS Regional Offices:
- ERO – Eastern Regional Office
- WRO – Western Regional Office
- NRO – Northern Regional Office
- SRO – Southern Regional Office
Regular travel to the MACS East Melbourne office is required.
Please indicate your preferred regional office location in your application.
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 Saturday, 18 April 2026
