Service Centre Business Services Officer (Brisbane South (Nathan) or Gold Coast)

Every institution values excellence. What matters most is why.
Griffith was created to be a different type of university. You’ll find we’re about leading research, academic excellence, and the transformative power of education. But what sets us apart is why those things matter and how you’ll achieve them.

Why? Griffith brings together exceptional minds like yours from across the globe and from all walks of life. Here, we do incredible work, questioning and challenging, always in the pursuit of excellence.

About the Opportunity

As a Business Services Officer, you'll be a trusted first point of contact for staff seeking advice, assistance and support across a broad range of Corporate Services and University-related matters.

Working within the University's service management platform, you'll respond to operational and transactional enquiries relating to areas such as finance, payroll, purchasing, travel, human resources and other Corporate Services functions. You'll provide accurate information, interpret policies and procedures, resolve enquiries and guide customers through available services and support pathways.

You'll be responsible for resolving low to medium complexity requests and enquiries, while coordinating the referral of more complex matters to specialist teams. Throughout the process, you'll ensure customers remain informed and supported, delivering a positive and professional service experience

This role also contributes to the ongoing improvement of service delivery by supporting self-service initiatives, maintaining knowledge resources and identifying opportunities to enhance processes and customer outcomes.

This position contributes to staff experience, operational efficiency, and the integrity of corporate service delivery across the University through the provision of reliable case management, proactive communication, and accurate resolution of staff requests. The Service Centre Business Services Officer also plays a key role in building team capability by providing coaching and guidance to colleagues within the Service Centre, supporting capability growth and consistency of service.

As part of a flexible and dynamic service environment, the incumbent may be required to work across a variety of corporate and HR service areas, supporting workload balance, service improvement initiatives, and organisational priorities.

Key Responsibilities

• Provide high-quality customer service, ensuring user enquires 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 (e.g., HR Advisory, Finance, Payroll) 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.
• Promote and demonstrate cultural behaviour in accordance with the Fraud and Corruption Control Framework and the University Integrity program. This includes acting with integrity in undertaking duties and implementing processes to effectively prevent, detect, and respond to fraud and corruption within the University.
• Be a leading example of the principles and values embodied in the University’s Code of Conduct, and behave, act and communicate at all times to reflect fairness, ethics and professionalism.

About you 

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

What we can offer

This is a full time, fixed term opportunity for 12 months and can be based at either Brisbane South (Nathan) or Gold Coast campus. As Griffith is a multi-site university, you may be required to work across other locations.
Griffith University’s sites are located on the lands of the Yugarabul, Yuggera, Jagera, Turrbal, Yugambeh and Kombumerri peoples.

Salary

HEW 5 Salary - Base range - $82,415.66 - $92,456.55 + 17% superannuation. Full package range is $96,426.31 - $108,174.16.

Why join Griffith? 
 
As a values-led organisation, at Griffith University, we've worked hard to create a dynamic and strong organisational culture. We offer: 

• Wide range of Learning and Development opportunities 

• Mix of on campus and work from home options available and a supportive work environment 

• Salary packaging options and corporate health discounts 

• Generous leave entitlements including paid parental leave and leave loading 

• Support with future learning opportunities through our educational staff assistance scheme 

• Opportunities for internal mobility 

• Health Safety and Wellbeing initiatives – on campus Gym facilities 

At Griffith, we’re committed to providing a safe and inclusive environment for all - whoever you are and wherever you’re from. If you require any accommodations, we welcome you to let us know so we can work with you to participate fully in our recruitment experience.

Griffith University values diversity, inclusion and flexibility and we encourage Aboriginal and Torres Strait Islander, and people of all backgrounds to apply. For more information please visit our Equity, Diversity and Inclusion page. Our University is committed to fostering a safe, respectful and inclusive community for all. In alignment with the National Higher Education Code to Prevent and Respond to Gender-based Violence (2025), Griffith University includes a declaration as part of the recruitment journey to uphold the values and standards of our community. Griffith University also maintains a strict zero-tolerance policy against all forms of modern slavery. For more information, please refer to Griffith’s Modern Slavery Policy. 

How to apply 

Please submit your application online and ensure it includes the following: 

• A covering letter outlining your suitability for the role please refer to the qualifications above and the position description.

• Current curriculum vitae/resume including full contact details 

For application and recruitment advice please reach out to Laura Whitworth, Talent Acquisition Partner on l.whitworth-matthews@griffith.edu.au

Closing date: Sunday 8th November at 11:59pm. All applications must be submitted online.