Hybrid Service Centre Officer: Finance & HR Support

Griffith International; Brisbane; On-site; AUD 82,000 - 92,000; Full time

Benefits offered by this job

Learning & development

On-site & flexible work options

Salary packaging options

Parental leave

Job summary

Griffith University is seeking a Service Centre Business Services Officer to act as the first point of contact for staff across a broad range of Corporate Services. You will handle inquiries about finance, payroll, purchasing, travel and HR, providing accurate information and guiding users through available services and support pathways.

The role focuses on resolving low to medium complexity requests, with opportunities to improve service delivery and contribute to knowledge resources.

Qualifications

• The occupant of this position will hold relevant tertiary qualifications or an equivalent combination of relevant experience and/or education/training.

Responsibilities

• Provide high-quality customer service, ensuring user inquiries 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 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.

Job description

Griffith University is seeking a Service Centre Business Services Officer to act as the first point of contact for staff across a broad range of Corporate Services. You will handle inquiries about finance, payroll, purchasing, travel and HR, providing accurate information and guiding users through available services and support pathways.

The role focuses on resolving low to medium complexity requests, with opportunities to improve service delivery and contribute to knowledge resources.