People Services Officer

People Services Officer

We have an exciting opportunity for a People Services Officer to join our Business Services Centre (BSC) team on a 10-month max term contract, based in either our Melbourne or Sydney (North Ryde) office. Enjoy working in a collaborative environment with the flexibility of a hybrid work model.

This role involves stepping into People Services query management at the hire to retire entry level and plays a key part in supporting our People Services operations. As the first point of contact for People Services queries, you will manage external and internal enquiries via phone and email, providing timely and professional support in line with our Service Level Agreements (SLAs).

Your role will include managing the People Services group mailbox and phone line, raising ServiceNow tickets for employees without system access, escalating and reporting issues where necessary, and supporting the payroll team with basic administrative and ad-hoc tasks.

Key Responsibilities

• Assist the management team in managing the effectiveness of payroll services by monitoring the Service Now tickets and Genysis phone status and providing reports.
• Take initiative to drive excellence in People Services as the first point of contact for BSC customers.
• Provide responses to customers for administrative queries, such as leave balances, payslips, separation certificates, and service of employment letters.
• Escalate queries to relevant payroll officers and/or payroll supervisors via ServiceNow and perform follow-ups as per SLA when unable to assist customers directly.

What You Will Bring

You bring excellent communication skills, strong customer focus, and the ability to manage high volumes of queries across multiple channels. Proactive and solution-oriented, you handle issues efficiently while maintaining a positive customer experience. You will also bring with you:

• At least one year experience in a high-volume customer service/contact centre or similar role.
• 1+ year of previous payroll (SAP / Express HR), HRCORE or accounts administration experience preferred.
• Experience using Service Now tickets, Genysis Phone system, or similar is an advantage.

Benefits of Working with Downer

• Work with an ASX listed company; working with market leaders.
• Grow your career with us, we are passionate about giving our people opportunities to grow through personal and professional development and continuous learning:
  • Professional development programs
  • Access to professional memberships and industry networks
• Be part of a team that cares, we foster a work environment built on support that is flexible around our employee's wellbeing needs:
  • Parental leave
  • Employee Assistance Program
  • Programs promoting diversity and inclusion
• A range of Corporate Benefits, including:
  • Discounted services (car hires, hotels, insurance, retail stores, gyms)
  • Salary sacrifice superannuation

At Downer, our approach to diversity is what sets us apart. Our people can be their best by bringing their most authentic selves to work every day. Downer is made up of more than 33,000 people who are all different. Different preferences and perspectives. Different histories and heritages. We are different in the way we think, the actions we take and the unique value we contribute to Downer and it's these differences that are Downer's greatest strength. As an inclusive employer, we welcome applications from everyone.