About the OpportunityAs a Business Services Officer, you'll be a trusted first point of contact for staff seeking advice, assistance and support across a broad range of Corporate Services and University-related matters.Working within the University's service management platform, you'll respond to operational and transactional enquiries relating to areas such as finance, payroll, purchasing, travel, human resources and other Corporate Services functions. You'll provide accurate information, interpret policies and procedures, resolve enquiries and guide customers through available services and support pathways.You'll be responsible for resolving low to medium complexity requests and enquiries, while coordinating the referral of more complex matters to specialist teams. Throughout the process, you'll ensure customers remain informed and supported, delivering a positive and professional service experienceThis role also contributes to the ongoing improvement of service delivery by supporting self-service initiatives, maintaining knowledge resources and identifying opportunities to enhance processes and customer outcomes.This position contributes to staff experience, operational efficiency, and the integrity of corporate service delivery across the University through the provision of reliable case management, proactive communication, and accurate resolution of staff requests. The Service Centre Business Services Officer also plays a key role in building team capability by providing coaching and guidance to colleagues within the Service Centre, supporting capability growth and consistency of service.As part of a flexible and dynamic service environment, the incumbent may be required to work across a variety of corporate and HR service areas, supporting workload balance, service improvement initiatives, and organisational priorities.Key ResponsibilitiesProvide high-quality customer service, ensuring user enquires are handled with empathy and clarity, logged accurately, and resolved or escalated promptly to maintain a positive staff and student experience.Maintain accurate records of user requests, cases, incidents, and resolutions in the service management system, and keep staff informed of progress.Provide clear guidance to staff by explaining policies, processes, and required actions in clear, concise terms to ensure understanding and appropriate application.Identify and resolve common payroll and finance issues (e.g., incorrect pay, leave balances, reimbursements) and resolve at first contact where possible.Use sound judgement to interpret issues and apply policy, procedure, or system knowledge to resolve medium-to-high complexity queries.Manage challenging conversations professionally, using negotiation and empathy to reach workable outcomes.Build collaborative relationships with specialist teams (e.g., HR Advisory, Finance, Payroll) to streamline escalations and share knowledge.Provide guidance and support to Service Centre colleagues to build team capability and ensure consistent service quality.Capture new or updated solutions in the Service Management tool, partnering with subject matter experts to maintain accurate knowledge resources.Contribute to continuous improvement by proactively identifying opportunities to make processes more efficient and effective, suggesting practical changes, and supporting service enhancement projects.Promote and demonstrate cultural behaviour in accordance with the Fraud and Corruption Control Framework and the University Integrity program. This includes acting with integrity in undertaking duties and implementing processes to effectively prevent, detect, and respond to fraud and corruption within the University.Be a leading example of the principles and values embodied in the University’s Code of Conduct, and behave, act and communicate at all times to reflect fairness, ethics and professionalism.About you The occupant of this position will hold relevant tertiary qualifications or an equivalent combination of relevant experience and/or education/training.What we can offerThis is a full time, fixed term opportunity for 12 months and can be based at either Brisbane South (Nathan) or Gold Coast campus. As Griffith is a multi-site university, you may be required to work across other locations.
Griffith University’s sites are located on the lands of the Yugarabul, Yuggera, Jagera, Turrbal, Yugambeh and Kombumerri peoples.SalaryHEW 5 Salary - Base range - $82,415.66 - $92,456.55 + 17% superannuation. Full package range is $96,426.31 - $108,174.16.
