Key Responsibilities

- Assess and respond to complex enquiries escalated from the Tier 1 Helpdesk.
- Manage a personal caseload, ensuring enquiries are triaged, progressed, and resolved within agreed timeframes.
- Investigate and resolve provider issues across multiple systems, including access, application, and grant administration matters.
- Issue and manage forms and provider‑facing activities through SmartyGrants and related systems.
- Liaise with Early Childhood Education and Care (ECEC) providers via phone and email.
- Apply program guidance and refer matters to the appropriate assessment or business area where required.
- Maintain accurate records and documentation to support service delivery, quality assurance, and reporting requirements.
- Contribute to a positive and provider‑focused service experience.

About You

- Experience managing workloads in a high‑volume environment while maintaining accuracy and attention to detail.
- Strong problem‑solving skills and the ability to identify appropriate actions and referral pathways.




- Excellent written and verbal communication skills.
- The ability to interpret and apply complex policies, procedures, and program guidelines.
- Robust stakeholder engagement and customer service capabilities.
- Confidence working across multiple systems and databases.
- Sound judgement and the ability to identify risks and elevate issues appropriately.

Mandatory Requirements

- Current Baseline Security Clearance (mandatory)
- Ability to work onsite in Canberra City, 5 days per week
- Australian Citizenship

At Chandler Macleod, we are committed to fostering a diverse workforce where everyone is welcome.

We encourage applications from Aboriginal and Torres Strait Islander peoples, women, neurodiverse, people living with a disability and the LGBTIQA+ community.

You can read more about our commitment to diversity and inclusion at https://www.chandlermacleod.com/diversity-and-inclusion.

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📌 Grant Helpdesk Officer (Parkes)
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📍 Parkes