Grant Helpdesk Officer

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.
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.

About You To be successful in this role, you will demonstrate:

• 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.

Mandatory Requirements

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

Apply Now If you have a strong customer service mindset, excellent communication skills, and enjoy resolving complex enquiries, we'd love to hear from you.
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.