Workforce Support Officer

Your role at St John of God Health Care

We are seeking a customer‑focused Workforce Support Officer to join our team. In this role, you will be the first point of contact for SJGHC Caregivers, Managers, vendors, and third parties, providing high‑quality customer service and support across a broad range of workforce matters.

You will manage and log workforce queries, providing timely resolution for Tier 1 enquiries and ensuring appropriate escalation, tracking, and follow‑up for more complex Tier 2 and Tier 3 requests. Your ability to deliver clear, accurate, and professional support will be key to maintaining a positive workforce experience.

The role also includes responsibility for agreed workforce transactional activities, which may involve workforce engagement tasks and higher‑level process activities aligned to the Workforce Service Catalogue. The balance between transactional work and query management will flex in line with operational demand.

The Position

• Maintain a professional and courteous relationship with all internal and external customers.
• Provide high-quality customer service through active listening and reading caregiver queries and responding with empathy and professionalism.
• Respond to customer enquiries and requests in a timely, accurate, and comprehensive manner aligning with agreed SLAs.
• Where possible, seek first-contact resolution for queries using the appropriate tools, knowledge and resources available.
• Utilise and update ticket / case management tool to document tickets & cases, track resolution and identify areas of recurring issue, or improvement opportunity.
• Escalate complex or unresolved issues to appropriate internal teams while maintaining ownership of the customer's experience, this may include initial investigation and fact finding to support the teams responding to Tier 2 escalations.
• Support customer queries across a broad range of Workforce streams, including Payroll, HR, Recruitment, Industrial and Employee Relations HRIS, and OH&S.
• Promote Tier 0 self-service access to customers and provide first level user support for navigation of systems and information.
• Trouble shoot problems relating to system / network access and set-up and escalate to specialist areas as required.
• Identify tier 0 (self-service) materials relating to systems and support those that require review. Following structure templates update, source approval and republication of these materials.
• Provide testing support where necessary from a customer stakeholder perspective.

You will have proven experience in a customer service–focused role, demonstrating a strong commitment to customer satisfaction and the ability to respond professionally and efficiently to a wide range of enquiries. You will also bring experience in interpreting and applying human resource and payroll legislation, industrial instruments, and organisational policies and procedures, ensuring accurate, compliant, and consistent outcomes.

To succeed, you will confidently manage challenging situations and complaints with professionalism and composure, identifying systemic or recurring issues and contributing practical solutions to improve service delivery.

In addition, you will possess a strong verbal and written communication skills across multiple channels, including phone, email, and ticketing systems, and be proficient in using customer service case management tools and HR Information Systems to support accurate and efficient workforce processes.

Above all, people will be at the core of everything you do committing to and supporting our Mission and Values.

We can offer you

• Salary: $81,827 to $90.256 per annum, plus 12% superannuation
• Permanent full-time opportunity, working 38 hours per week
• Based in our Perth CBD Office
• Bike riding facilities and showers
• Central CBD location, close to bus and train stations
• 40% working from home arrangements in place
• Salary packaging up to $18,550 on a range of benefits such as mortgage, rent, meal entertainment, holiday accommodation or other everyday living expenses as well as options to salary package benefits above the FBT cap on items such as:
• Novated leasing
• work related expenses
• self-education and
• additional superannuation
• A healthy work-life balance through flexible work options, additional purchased leave, and well-being programs
• Employee discount on St John of God Hospital & Medical Services and Private Health Insurance
• Employee support through our dedicated free Employee Assistance Program (EAP)

For enquiries, please contact Sophie McCarthy, Team Leader Workforce Support, on 0422 478 555

If suitable applicants are identified advertisement may close prior to listed date and screening/interviews may commence throughout the advertising process.

St John of God Health Care embraces diversity and strongly encourages applications from Aboriginal and Torres Strait Islander peoples and people with disabilities. We are committed to providing a safe environment for all children and vulnerable people in our care and proactively take measures to protect children/vulnerable people from abuse.