Workforce Support Officer
$81,827–$90,256 year
Hybrid · Perth, Western Australia, Australia
Job Summary
The Workforce Support Officer delivers high-quality customer service to SJGHC caregivers, managers, vendors, and third parties, acting as the first point of contact for workforce queries and providing timely Tier 1 resolutions with escalation for Tier 2/3 requests. The role supports workforce transactional activities across payroll, HR, recruitment, and OH&S, drives self-service adoption, utilizes ticket/case management tools to document and track issues, and collaborates with internal teams to identify and address recurring problems. It requires interpreting HR/payroll legislation and policies, maintaining professional communication across channels, and contributing to service delivery improvements while balancing transactional work with query management. The position is a permanent full-time role based in Perth CBD with a 38-hour week and hybrid work arrangements. It emphasizes customer satisfaction, accuracy, compliance, and alignment with the Workforce Service Catalogue, including testing support and materials upkeep.
Required Qualifications
- proven experience in a customer service–focused role
- experience interpreting and applying human resource and payroll legislation, industrial instruments, and organisational policies and procedures
- strong verbal and written communication skills across multiple channels
- proficient in using customer service case management tools and HR Information Systems
- ability to respond professionally and efficiently to a wide range of enquiries
- experience with payroll and HR systems (HRIS)
- ability to escalate appropriately and maintain ownership of customer experience
- ability to promote self-service resources to customers
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