Service Coordinator

3 days ago

Nerang Queensland, Australia Queensland Health Full time $60,000 - $90,000 per year

Purpose

The primary purpose of the role is to contribute to the delivery of customer focussed payroll service to clients of Queensland Health through payroll and related administrative processes and systems.

Your key responsibilities

  • Adhere to defined service quality standards, health and safety policies and procedures relating to the work being undertaken to ensure high quality, safe services and workplaces.
  • Provide leadership and management in the coordination of the activities of the work unit, including workload monitoring, to achieve the efficient and accurate delivery of payroll outcomes to customers.
  • Communicate performance levels and other service-related measures to promote engagement, ownership, commitment to service standards and performance accountability against stipulated benchmarks.
  • Identify system and business process improvement opportunities and escalate to decision making positions or committees.
  • Provide support to the Service Leader of the unit to achieve expected outcomes.
  • Collaborate with the Service Leader and Manager Service Delivery to develop and maintain key relationships which ensure the effective and efficient delivery of a valued Payroll Service.
  • Coordinate the induction, training and development of staff within the work unit to ensure accurate processing of payroll-related documentation.
  • Undertake change management activities within the work unit to achieve efficiencies and required outcomes of the change while encouraging staff ideas and feedback and supporting staff in adaptability to change.
  • Coordinate and ensure completion of reporting requirements in accordance with business processes and audit compliance requirements.
  • Engage with clients to identify opportunities for service delivery improvement while promoting and providing education on payroll service delivery and processes to stakeholders via a range of forums.
  • Respond to customer and staff complaints to achieve satisfactory outcomes.
  • Provide leadership and direction within the team to achieve identified established Key Performance Indicators within established timeframes, resource allocation and budget.
  • Provide ethical decision making in the achievement of organisational goals and strategic priorities.

Role fit

The essential requirements for this role are:

  • Demonstrated ability in the co-ordination and management of a service to ensure provision of quality customer services within a complex and diverse environment.
  • Demonstrated ability to build and sustain a relationship-based culture with a customer service team, involving active and regular engagement focussed on individual and team success.
  • Knowledge or demonstrated ability to acquire the knowledge to provide accurate advice to Payroll & Establishment Services in accordance with relevant legislation, Directives, awards, policies and procedures.
  • Proven advanced written, negotiation, consultative, interpersonal, problem solving and strategic management skills in an environment of organisational change and evolution.
  • Demonstrated knowledge of and ability to apply contemporary human resource management practices including workplace health and safety, equal employment opportunity and anti-discrimination.

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