APS4 Engagement Support Officer

McArthur are currently seeking applications for the position of APS4 Engagement Support Officer to work with our government client.

This will be a 12 month role.

The APS4 Engagement Support Officer is responsible for supporting the enquiries management process.

This is a customer facing role (both internal and external stakeholders) and encompasses system and database enquiries management, and business process design.

Key duties and responsibilities will include the following:



• Monitor inbox/instant chat/and answer telephone enquiries, to resolve and respond to a variety of stakeholder enquiries.


• Promptly escalate complex stakeholder enquiries to achieve timely resolution for stakeholders.


• Record and monitor all stakeholder enquiries via the appropriate Enquiries Management System.


• Work with the UDI Support Manager to establish and update Standard Operating Procedures and process documentation.


• Create and updating support and guidance materials, including the FAQs, web content, user guides, help desk self-help content.


• Identify and implement business improvement processes.


• Assist in establishing business process & approaches to for both Sandpit and production environments.


• Other administrative support tasks as required.

Our preferred candidate will possess:


• Proven experience providing high-quality stakeholder/ customer service within a specific timeframe.


• Sound judgment, attention to detail and organisational skills and ability to take responsibility for work, prioritising tasks and producing quality outputs to meet tight deadlines.


• Experience working within system support.


• A flexible attitude, understanding that priorities may change with short notice.


• The ability to manage competing priorities.


• Experience supporting a team and stakeholders in a dynamic environment.

Mandatory skills:


• Strong communication skills including ability to prepare clearly articulated written work on the subject matter, targeted towards specific audiences.


• Experience managing stakeholder enquiries.


• Demonstrated ability to work withing a customer/ stakeholder focused environment.


• Ability to apply problem solving skills to resolve customer enquiries.


• Ability to quickly grasp complex concepts and regulatory requirements

The below skills are highly desirable:


• Experience working in a regulatory environment (especially with Therapeutic products and/or Medical Devices).


• Experience supporting implementation of a new system in a stakeholder support/ enquiries management capacity.

If you feel that you meet the criteria above, please apply using the link provided.