Posted 9 days ago
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.
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