Position Overview
Salary Package: $81,323 - $87,648 (HEW 4) per annum, plus 17% superannuation and annual leave loading.
Appointment Type: Full-time 12‐month fixed‐term role (35 hours per week).
Location: Macquarie University, Wallumattagal Campus, North Ryde.
Reporting to: Manager, HR Contact Centre.
Role: Provide HR support services, resolve enquiries, and manage escalations across the Macquarie University Group. Scheduled on phones and respond to HR enquiries between 8:00 am–6:00 pm as part of a rotating roster.
Key Responsibilities
* Provide excellent customer service and transactional support to employees, managers, candidates, and affiliates, referring or escalating as appropriate.
* Respond to and resolve enquiries (written, email, phone, or in‐person) within agreed response times or escalation as required.
* Assess, communicate and follow up customer queries and ensure correct application of organisational requirements.
* Provide efficient, consistent, and accurate transactional processing for Tier 1 and Tier 2 HR operational services.
* Track and monitor employee transaction progress and follow up or upscale as required.
* Maintain a high level of data integrity and accuracy within systems.
* Maintain accurate filing and storage of employment documentation and ensure record keeping and archiving complies with internal and external requirements.
* Contribute to the implementation of improvements and standardisation of processes and SOPs.
Qualifications
* Undergraduate qualifications (or progress) in business, human resources, or a related discipline.
* Knowledge of Modern Awards, Enterprise Agreements, and employment legislation.
* Experience working in a busy, high‐volume service environment with exceptional customer service.
* High attention to detail and strong organisational skills with ability to meet multiple and conflicting priorities.
* Demonstrated technical skills and ability to use systems to support service delivery.
* Excellent interpersonal and communication skills (written and verbal) and strong commitment to service delivery.
* Experience building and maintaining productive relationships with internal and external stakeholders.
* Familiarity with Workday and Ascender highly regarded.
* Requires a criminal record check.
Pre‐Employment Checks
Preferred candidates will be required to undergo pre‐employment checks relevant to the role. Employment is conditional upon completion of all required checks in a satisfactory manner.
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