This position requires excellent communication skills, strong attention to detail, and the ability to manage a high-volume workload in a fast-paced environment.
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.
- 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.
- Strong stakeholder engagement and customer service capabilities.
- Confidence working across multiple systems and databases.
- Sound judgement and the ability to identify risks and escalate issues appropriately.
- Current Baseline Security Clearance (mandatory)
- Ability to work onsite in Canberra City, 5 days per week
- Australian Citizenship
Submit your application today to be considered for this exciting Federal Government opportunity through Chandler Macleod.
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.
