About the Role

The SRP Client Support Officer will be responsible for supporting the Student Resource Package (SRP) system by helping schools related to different sections within the system.

This role will require accepting calls from schools contacting the SRP helpdesk through Genesys - application used by SRP Support team for receiving or making follow-up calls. This role will require the team member to be available on the helpdesk from 8:30 am to 4:30 pm.

The role will be responsible for:

• Assisting schools with reports generated by the system.
• Approve Leave Replacements submitted by schools.
• The provision of analysis of school to resolve complex financial request made on behalf of the department, and negotiating workable outcomes between schools and the department.

Attributes

Phone Support and Communication:

• Answer multiple incoming calls in a professional, courteous, and empathetic manner.
• Act as the first point of contact for all school enquiries.
• Utilize active listening skills to understand school needs, concerns.
• Manage difficult conversations while remaining calm and professional.
• Make outbound calls to follow up on school issues, schedule appointments, or gather additional information.

Coordination and Service Management:

• Coordinate with internal teams (SRP IT Support, Budget, Financial) to ensure timely and accurate resolution of school requests and issues.
• Manage and maintain school relationships, ensuring their needs are met and expectations are managed effectively.

Administration and Documentation:

• Maintain accurate and detailed records of all school interactions, inquiries, and resolutions using ServiceNow - intranet-based ticket logging application.
• Manage and respond to email inquiries, ensuring consistent and clear communication across all platforms.
• Perform general administrative tasks to support the school services team and ensure smooth operations.

Desirable Qualifications and Experience

• Communication: Excellent verbal and written communication skills, with the ability to adapt tone and language to different school needs.
• Problem-Solving: Strong problem-solving and critical thinking abilities to identify issues and find creative solutions within policy.
• Interpersonal Skills: High levels of empathy, patience, and emotional intelligence to build rapport and handle sensitive situations with professionalism.
• Organisation: Strong organisational and time management skills to prioritize tasks, manage multiple school simultaneously, and meet deadlines.
• Technical Proficiency: Competence in using office software (Microsoft Office Suite) and the ability to quickly learn any other department-specific software.

For more details regarding this position please see attached position descriptions.

How to Apply

Applicants are required to submit a CV and a cover letter summarising their skills and experience (no more than two pages).

 Further Information

For more details regarding this position please see attached position description for the capabilities to address in application.

The department values diversity and inclusion in all forms - gender, religion, ethnicity, LGBTIQ+, disability and neurodiversity. Aboriginal and Torres Strait Islander candidates are strongly encouraged to apply. For more information about our work, working for the Department, diversity and inclusion, and our employment conditions visit the Department website and our Diversity and Inclusion page.

Applicants requiring adjustments can contact the nominated contact person.

Information about the Department of Education's operations and employment conditions can be located at www.education.vic.gov.au.

For further information pertaining to the role, please contact Sarbjit.Singh@education.vic.gov.au.

Preferred applicants may be required to complete a police check and may be subject to other pre-employment checks. Information provided to the Department of Education will be treated in the strictest confidence.

Please let us know via phone or email if you require any adjustments to ensure your full participation in the recruitment process or if you need the ad or any attachments in an accessible format (e.g large print) due to any viewing difficulties or other accessibility requirements.

Applications close 11:59pm on 11.59pm 16 February 2026.