Payroll Help Desk Team Leader

TwoScots Recruitment; Melbourne; On-site; AUD 110,000 - 140,000; Full time

Job summary

TwoScots Recruitment partners with a leading public organisation to recruit a Client Engagement & Quality Team Leader for a Melbourne-based payroll shared services function. You will lead a dedicated team focused on delivering exceptional employee support and driving continuous improvement.

This permanent role emphasizes service quality, stakeholder engagement and operational efficiency within a large payroll operation.

Qualifications

• Demonstrated experience leading a customer service or service delivery team.
• Strong understanding of payroll operations, ideally within a shared services environment.
• Proven ability to coach, motivate and develop teams while maintaining high service standards.
• Excellent communication, stakeholder management and problem-solving skills.
• Experience in quality assurance or continuous improvement, and relevant tertiary qualifications, will be highly regarded.

Responsibilities

• Lead, coach and develop a team of payroll service officers, ensuring effective workload management and high service standards.
• Manage escalated and complex payroll enquiries, ensuring timely resolution and a positive employee experience.
• Oversee employee self-service resources, knowledge articles and FAQs to improve accessibility and reduce incoming enquiries.
• Monitor service performance, implement quality assurance processes and identify opportunities to improve efficiency and client satisfaction.
• Build strong relationships with payroll, HR and key stakeholders to support consistent and effective service delivery.

Skills

Team leadership

Payroll operations

Coaching

Stakeholder management

Quality assurance

Continuous improvement

Communication

Education

Tertiary qualifications

Job description

TwoScots are partnering with a leading public organisation to recruit a Client Engagement & Quality Team Leader. Supporting a large and complex payroll shared services function, this is an opportunity to lead a dedicated team focused on delivering exceptional employee support. This permanent position will play a key role in improving service quality, strengthening stakeholder relationships and driving continuous improvement.

CULTURE + BENEFITS

• Permanent full-time opportunity
• Melbourne-based role
• Established organisation within the public healthcare sector
• Opportunity to lead and develop a dedicated team
• Play a key role in service improvement and operational efficiency

RESPONSIBILITIES INCLUDE

• Lead, coach and develop a team of payroll service officers, ensuring effective workload management and high service standards.
• Manage escalated and complex payroll enquiries, ensuring timely resolution and a positive employee experience.
• Oversee employee self-service resources, knowledge articles and FAQs to improve accessibility and reduce incoming enquiries.
• Monitor service performance, implement quality assurance processes and identify opportunities to improve efficiency and client satisfaction.
• Build strong relationships with payroll, HR and key stakeholders to support consistent and effective service delivery.

SKILLS + EXPERIENCE

• Demonstrated experience leading a customer service, client engagement or service delivery team.
• Strong understanding of payroll operations, ideally within a shared services environment.
• Proven ability to coach, motivate and develop teams while maintaining high service standards.
• Excellent communication, stakeholder management and problem-solving skills, with experience improving knowledge resources and self-service processes.
• Experience in quality assurance or continuous improvement, and relevant tertiary qualifications, will be highly regarded.