RMIT University
Service Connect Team Lead - HR
We empower students to shape their own lives, achieve impact and create valued places for themselves through work and engagement in the wider community.
People and culture
Full-time
Office | Melbourne, VIC, Australia
Visa sponsorship · No
Senior · A role for someone with advanced knowledge and skills. May involve mentoring, leading others or specialisation. Typically at least 5 years of experience.
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Why RMIT University
RMIT is a global university of technology, design and enterprise. One of Australia's original tertiary institutions, RMIT University enjoys an international reputation for excellence in professional and vocational education, applied research, and engagement with the needs of industry and the community.
RMIT is a world leader in Art and Design; Architecture and the Built Environment; Engineering; Accounting and Finance; and Business and Management Studies.
About the role
About the role As 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.
What you'll be responsible for
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HR Query Handling
Promptly respond to HR queries and support compliance with HR policies
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Stakeholder Engagement
Partner with stakeholders to understand specifications, business requirements, and communicate insights
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Implementation of People and Culture Projects
Design and implement People and Culture projects to support the organization’s goals, and meet compliance requirements
Skills you'll need
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Service orientation
Actively seeks and develops strategies to help key stakeholders
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Verbal communication
Speaks clearly to convey information effectively to a target audience
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Problem solving
Identifies problems and develops logical solutions that address the problems
Meet the team
