HRSharedServicesAssistant(HRContactCentre)

## **PRIMARY DETAIL** · Salary Package: $81,323 - $87,648 (HEW 4) per annum, plus 17% superannuation and annual leave loading · Appointment Type: Full-time (35 hours per week), 12-month fixed term role · Macquarie University, Wallumattagal Campus, North Ryde An exciting career opportunity for an someone with experience in a HR administration or Contact Centre with a strong customer service focus, to join our HR Shared Services Contact Centre team. This is a 12-month fixed term position, and this role focuses on delivering HR support services, resolving enquiries, and managing escalations across the Macquarie University Group. Reporting to the Manager (HR Contact Centre), you will be scheduled on the phones and responding to HR enquiries between the operating hours of 8:00 am to 6:00 pm as part of a rotating roster. Some of your other responsibilities will include: * Provide excellent customer service and transactional support to employees, managers, candidates, and affiliates, referring or escalating as appropriate. * Respond to and resolve enquiries (e.g. written, email, phone, or in-person) within agreed response times or escalate as required. * Assess, communicate and follow-up customer queries and ensure the correct application of the 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 escalate as required. * Maintain a high-level of data integrity and accuracy within systems. * Maintain accurate filing and storage of employment documentation ensuring record keeping and archiving is maintained in line with internal and external compliance requirements. * Contribute to the implementation of improvements and standardisation of processes and standard operating procedures. **About You** This dynamic and fast-paced role offers the opportunity to work closely with and support a diverse range of staff while bu