We’re HIRING! A Director – Financial Counselling Practice
SALARY RANGE: $141,426.37 – $153,806.50, depending on skills and experience, plus 14% superannuation.
Applications close: 11:59 PM AEST, 28th Sep 2026
ABOUT THE OPPORTUNITY
Join Consumer Action Law Centre as our Director, Financial Counselling Practice and play a critical leadership role in advancing fairer outcomes for consumers across Victoria. Reporting directly to the CEO and as a member of the Leadership Team, you will lead our statewide financial counselling service – the National Debt Helpline, as well as our NDH Chat service and outreach partnerships – ensuring the delivery of high-quality, accessible and impactful support for people experiencing financial hardship and vulnerability.
This is a unique opportunity to lead a highly regarded service while influencing broader organisational strategy, advocacy and systemic reform. You will oversee service delivery, professional practice, workforce capability, quality assurance and strategic partnerships, ensuring frontline consumer experiences help shape policy, campaigns and marketplace reform.
Working collaboratively across the organisation and with stakeholders across government, regulators, industry and the financial counselling and community sectors, you will help strengthen Consumer Action’s impact and contribute to a fairer marketplace for all Victorians and Australians.
SPECIFICALLY, THE ROLE WILL:
- Provide strategic leadership and direction for Consumer Action’s financial counselling service, ensuring services remain accessible, high quality, consumer-centred and aligned with organisational priorities and community needs.
- Lead, develop and support a high-performing program management team and workforce through effective coaching, capability development, workforce planning and a strong focus on wellbeing, cultural safety and continuous improvement.
- Oversee service quality, professional standards, governance and risk management frameworks, ensuring compliance, effective decision-making and excellence in consumer outcomes.
- Oversee the program’s delivery of service requirements and reporting and engage regularly with program funders.
- Drive service innovation and strategic improvement through analysis of service data, consumer insights and emerging trends to inform organisational planning, advocacy priorities and service development.
- Develop and maintain influential relationships with funders, government agencies, regulators, peak bodies and sector partners, representing Consumer Action and contributing to sector leadership and systemic reform initiatives.
- Strengthen integration between financial counselling, legal services, policy and campaigns to ensure frontline consumer experiences inform advocacy, law reform and broader organisational impact.
- Contribute to the strategic leadership, governance and future direction of Consumer Action as a member of the Leadership Team.
THE SUCCESSFUL APPLICANT WILL HAVE:
- Relevant tertiary qualifications in financial counselling, community services, social sciences, law, public policy, human services or a related discipline, or an equivalent combination of experience and expertise (mandatory).
- Significant senior leadership experience within financial counselling, community services, legal assistance, consumer advocacy or a related sector (mandatory).
- Demonstrated experience leading complex service delivery functions, including quality, risk, workforce and operational management (mandatory).
- Strong understanding of financial counselling practice, consumer vulnerability and issues impacting people experiencing financial hardship (mandatory).
- Accreditation as a Financial Counsellor (desirable).
- Experience leading multidisciplinary teams and developing high-performing, engaged and values-driven workforces.
- Strong understanding of governance, risk management, quality assurance and continuous improvement within service delivery environments.
- Demonstrated ability to build strategic partnerships, influence stakeholders and represent organisations effectively in external forums.
- Experience using service insights, consumer evidence and data to inform strategic decision-making, advocacy and organisational priorities.
- A commitment to social justice, inclusion, cultural safety and the values of respect, fairness, reflection and courage.
REWARDS AND BENEFITS
- Join a highly engaged, supportive and motivated team and lead a high-profile program
- Additional end of year leave
- Salary packaging available
- Superannuation paid at 14%
- 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: Director – Financial Counselling Practice enquiry
Read the full position description.