Service Centre Business Services Officer (Brisbane South (Nathan) or Gold Coast)

About the Opportunity

As a Business Services Officer youll 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 Universitys service management platform youll respond to operational and transactional enquiries relating to areas such as finance payroll purchasing travel human resources and other Corporate Services functions. Youll provide accurate information interpret policies and procedures resolve enquiries and guide customers through available services and support pathways.

Youll 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 youll ensure customers remain informed and supported delivering a positive and professional service experience

This 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 Responsibilities

• Provide 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 Universitys 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 offer

This 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 Universitys sites are located on the lands of the Yugarabul Yuggera Jagera Turrbal Yugambeh and Kombumerri peoples.

Salary

HEW 5 Salary - Base range - $82415.66 - $92456.55 17% superannuation. Full package range is $96426.31 - $108174.16.

Additional Information :

Why join Griffith 
 
As a values-led organisation at Griffith University weve worked hard to create a dynamic and strong organisational culture. We offer: 

• Wide range of Learning and Development opportunities 

• Mix of on campus and work from home options available and a supportive work environment 

• Salary packaging options and corporate health discounts 

• Generous leave entitlements including paid parental leave and leave loading 

• Support with future learning opportunities through our educational staff assistance scheme 

• Opportunities for internal mobility 

• Health Safety and Wellbeing initiatives on campus Gym facilities 

At Griffith were committed to providing a safe and inclusive environment for all - whoever you are and wherever youre from. If you require any accommodations we welcome you to let us know so we can work with you to participate fully in our recruitment experience.

Griffith University values diversity inclusion and flexibility and we encourage Aboriginal and Torres Strait Islander and people of all backgrounds to apply. For more information please visit ourEquity Diversity and  University is committed to fostering a safe respectful and inclusive community for alignment with the National Higher Education Code to Prevent and Respond to Gender-based Violence (2025) Griffith University includes a declaration as part of the recruitment journey to uphold the values and standards of our University also maintains a strict zero-tolerance policy against all forms of modern slavery. For more information please refer to GriffithsModern Slavery Policy. 

How to apply 

Please submit your application online and ensure it includes the following: 

• A covering letter outlining your suitability for the role please refer to the qualifications above and the position description.

• Current curriculum vitae/resume including full contact details 

For application and recruitment advice please reach out to Laura Whitworth Talent Acquisition Partner on

Closing date: Sunday 8th November at 11:59pm. All applications must be submitted online.

Remote Work :

No

Employment Type :

Full-time