Administration Employee Support Officer
TRS - Public Sector
Full-Time
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Administration Employee Support Officer (Fixed-Term Contract)
Location: Melbourne or Newcastle (Hybrid)
Contract: Fixed-term | Salary: ~$75,000 per annum
Hours: Monday, 8:30am – 5:30pm
Purpose of the Role
This position acts as the first point of contact for all payroll and employment-related queries. The role supports the Payroll Team by managing high volumes of employee communications, resolving straightforward queries, and escalating complex matters to payroll specialists as needed. It’s a fast-paced, communication-heavy role requiring accuracy, empathy, and efficiency.
Key Responsibilities
Location: Melbourne or Newcastle (Hybrid)
Contract: Fixed-term | Salary: ~$75,000 per annum
Hours: Monday, 8:30am – 5:30pm
Purpose of the Role
This position acts as the first point of contact for all payroll and employment-related queries. The role supports the Payroll Team by managing high volumes of employee communications, resolving straightforward queries, and escalating complex matters to payroll specialists as needed. It’s a fast-paced, communication-heavy role requiring accuracy, empathy, and efficiency.
Key Responsibilities
- Respond to 50+ daily queries via email, Workday help tickets, and central payroll mailbox (approx. 30–40 emails/day).
- Handle employee requests related to payslips, tax, leave balances, timesheets, and expense claims.
- Investigate and triage complex issues before escalating to the payroll specialists.
- Maintain and update checklists, logs, and SharePoint sites for query tracking and process improvement.
- Communicate clearly and professionally with employees to explain payroll outcomes, leave entitlements, and reconciliation details.
- Support with leave and salary reconciliations (no payroll processing).
- Collaborate with payroll and HR colleagues in a high-volume, “pressure cooker” environment.
- Workday – ticketing and employee self-service queries
- SAP – payroll processing and payslip generation (no direct processing required)
- SharePoint, Outlook, MS Teams – document management and communication
- Strong communication and customer service skills – ability to explain payroll matters clearly and empathetically.
- Attention to detail and ability to handle large volumes of queries accurately.
- Basic understanding of payroll concepts, Fair Work legislation, and leave entitlements.
- Proficient with Microsoft Office and digital collaboration tools.
- Demonstrated ability to work under pressure and manage competing priorities.