Service team lead - hr

Overview

• Full-time, Continuing position
• Salary Level HEW 7 + 17% Superannuation
• Based at the Melbourne CBD campus, and hybrid ways of working

About The RoleAs Service Connect Team Lead, you will supervise the Tier 1 specialised HR/People skilled resolver group and handle daily operations, escalation of complex inquiries and promote cross-functional collaboration and improvements to daily operations.

In this role, you will provide HR advice across all customer contact channels, with a focus on first level resolution. You will conduct appropriate research and/or identify root causes and be the first point of escalation for the HR skilled resolver group.

In addition, you will manage quality control and collaborate with Team Leads from other skilled resolver groups to maintain a consistent standard of service delivery for all of Service Connect.

To Be Successful In This Position, You Will Have

• Demonstrated Senior or Team Lead experience delivering professional support services preferably in a HR Contact/Service Centre.
• A strong customer-centric mindset.
• Proven ability to assist in the coordination of a team to deliver an outstanding customer service experience consistent with RMIT’s service principles.
• Proven ability to deliver high level customer service in a multi-channelled environment (e.g. telephone, email, web chat etc).
• Proven ability to analyse and interpret a complex range of service metrics and other information to improve performance and customer experience.
• Demonstrated highly developed interpersonal, communication and negotiation skills within a complex organisational environment.
• Experience with ServiceNow, Web Chat, ADP Payroll and/or Workday is desirable.

Please Note: Appointment to this position is subject to passing a Working with Children and National Police Check.About The PortfolioThe Operations Portfolio enables an integrated, enterprise-wide delivery for best practice student and staff experiences. The portfolio incorporates the following business units: Data & Analytics, Finance & Governance, Information and Technology Services (ITS), Legal, Office of the Chief Operating Officer (OCOO), People Function (HR) and Property Services Group (PSG).

The portfolio houses significant drivers and delivery components across the staff and student journeys and enables the overall experience for both groups. The Portfolio is integral in bringing the RMIT strategy to life, across the globe. Each of these functions supports the global operations of the University both directly as well as through its controlled entities.

To Apply

Please submit your CV and covering letter addressing your suitability for this position by clicking on the ‘Apply’ link at the top of this page.

For further information about this position, please see the Position Description hyperlinked below or contact Michelle Koci (Service Connect Manager) via email *************@rmit.edu.au.

Position Description – Service Connect Team Lead (HR)

We will be running a rolling recruitment process, so please do not wait until the closing date to apply.

Please note, if you are viewing this advert from an external site, please click ‘apply’ and you will be redirected to RMIT's Jobs website to access the Position Description at the bottom of the page.

Applications Close

29 Apr 2025 11.59 pm

RMIT is an equal opportunity employer committed to being a child safe organisation. We are dedicated to attracting, retaining and developing our people regardless of gender identity, ethnicity, sexual orientation, disability and age. Applications are encouraged from all sectors of the community and we strongly encourage applications from the Aboriginal and/or Torres Strait Islander community.

At RMIT, we are committed to supporting adjustments throughout the recruitment and selection process, as well as during employment. We actively support and encourage people with disability to apply to RMIT (including alternate formats of application forms). To discuss adjustment requirements, please contact Dani, via *************@rmit.edu.au or visit our Careers page for more contact information - https://www.rmit.edu.au/careers.

We are a Circle Back Initiative Employer – we commit to respond to every applicant.