Grants Project Officer and Customer Support Officer

2 weeks ago

Melbourne, Australia National Health and Medical Research Council Full time

APS 4
- $73,710 - $77,880 per annum plus 15.4% superannuation
- Canberra and Melbourne

**Grants Project Officer**
Grant Project Officers within RAS require sound communication and problem-solving skills, customer service experience, attention for detail and process-oriented thinking, ability to understand and follow work instructions, and interrogate policy to provide a recommendation to an approver following standard post award process. They are quick to learn new processes and systems and demonstrate a willingness and ability to work as part of a team to achieve results and improve process.

The role may also include preparation of process documentation and creation of work instructions, coordinating user acceptance testing, communication messaging and monitoring project activities and timelines.

**Job Specific Duties**
Working under general direction, the Grants Project Officers are responsible for:

- Reviewing grants management system information as directed
- Processing grant offer acceptances/declines
- Processing grantee variations in accordance with the relevant policies
- Processing and managing online financial statements for grants
- Monitoring compliance against the Funding Agreement
- Monitoring and actioning receipt of milestones
- Processing and follow up of scientific progress reports and final reports
- Raising and escalating identified system issues
- Drafting and responding to general queries as allocated and escalating urgent, and/or more complex queries for response as required
- Reviewing and/or drafting work instructions for tasks they undertake as directed
- Carrying out routine administrative tasks with supervision.

**Customer Support Officer**

**Job Specific Duties**
Working under general direction, the Customer Support Officers are responsible for:

- Providing customer support to the research and NHMRC communities
- Managing incoming requests for assistance using agreed processes and systems
- Responding to straightforward and less complex policy queries using agreed guidelines and templates
- Initial troubleshooting and resolving grants system user queries and identifying issues for next level investigation
- Carrying out operational tasks in NHMRC’s help desk ticketing and grant management systems
- Developing a sound understanding of the role of NHMRC, relevant legislation and policy frameworks and an understanding of the impact of the NHMRC’s work to provide accurate and helpful advice, including an operational understanding of grant scheme processes and policies
- Maintaining standardised process documentation, responses and guidance in liaison with business areas and maintaining templates to support a consistent approach to policies, procedures, and documentation across all NHMRC’s funding schemes as directed
- Identifying issues that may affect the team processes and outcomes and actively working to mitigate identified risks and resolve issues.

**Core Capabilities**
- Effective communication and liaison skills including being comfortable dealing with members of the public, researchers and administrators by phone to provide timely and quality customer service
- Reliability with efficient time management and organisation skills able to manage competing priorities, work cooperatively and provide administrative and coordination support in a responsive manner
- The ability to develop and maintain positive working relationships within the team and with a variety of internal and external stakeholders and adapt to changes in the workplace
- Perform work to a high level of accuracy with good attention to detail
- Use sound problem solving skills and patience to accurately identify, analyse and address issues
- The ability to work independently and show initiative and sound judgement within a small team environment
- The ability to gain an understanding of departmental systems and corporate governance processes quickly and efficiently.

**Highly Desirable**
Demonstrated knowledge and experience:

- Understanding of the research sector, particularly health and medical research
- Understanding of/experience with grant management or similar business systems
- Previous customer service and/or secretariat experience.

**Applications close 11:30 PM AEDT Sunday, 3 March 2024**

For more information, please see the Position Description.

Position Description Opens in new window

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