Job Description

As a Grant Helpdesk Officer, you will manage complex provider enquiries escalated from the Tier 1 Helpdesk, providing accurate advice and support across grant administration processes. You will investigate issues, work across multiple systems, and ensure enquiries are resolved efficiently while maintaining high standards of customer service.

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This position requires excellent communication skills, strong attention to detail, and the ability to manage a high-volume workload in a fast-paced setting.

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Key Responsibilities

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

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- Experience managing workloads in a high-volume environment while maintaining accuracy and attention to detail.
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- Strong problem-solving skills and the ability to identify appropriate actions and referral pathways.
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- Excellent written and verbal communication skills.
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- The ability to interpret and apply complex policies, procedures, and program guidelines.
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- Strong stakeholder engagement and customer service capabilities.
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- Confidence working across multiple systems and databases.
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- Sound judgement and the ability to identify risks and escalates issues appropriately.
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Mandatory Requirements

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

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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 (Canberra)
🏢 Chandler Macleod Group
📍 Canberra