The opportunity

We are on the look-out for an Employee Pay Experience Advisor to join our People Connect team. If you are detail-oriented, keen to learn and have strong customer service experience, we want to hear from you!

In this role, you will be focused on providing an outstanding employee experience as the primary point of contact specifically dedicated to delivering timely and accurate advice for all pay related queries, service requests, policy and enterprise agreement related queries, and employee concerns.

You will be excited about providing excellent customer service, while working in a high-performing and supportive team.

This role can be based in Melbourne, Sydney, Adelaide or Brisbane with hybrid working arrangements available.

How will you make an impact?

Key responsibilities include:

• Provide outstanding customer service telephone support, to stakeholders to answer generalist HR queries with particular focus on pay related matters.
• Review and consider enquiries, payroll analysis and industrial instruments, and prepare routine correspondence to employees and stakeholders.
• Process requests for support via Service Now within agreed timeframes
• Maintain a solid understanding of employment legislation, applicable industrial awards and Bupa HR policies and practices to ensure that support and guidance provided is accurate.
• Adopt, maintain and use agreed processes, ensuring they are consistently applied to maintain high quality, consistent and efficient support services are delivered across the Bupa APAC MU.
• Manage and maintain service standards, and proactively identify areas for improvement.
• Oversee day-to-day operation of functional areas of responsibilities.

Why work at Bupa?

We keep our people smiling by helping them improve their lives in and outside of the office.

We’re a welcoming lot, no matter who you are or where you’ve come from. We welcome all talents and backgrounds and embrace our differences, so you can bring your true self to work.

We support our people to be the best version of themselves, physically and mentally. With a healthy work/life balance, leadership support, reduced private health cover, study leave, volunteering options and a commitment to promoting from within.

Our employees can access wide range of benefits: from our own products (incl. health insurance subsidies) to many other products and services via our partnerships program (like Apple, Samsung, JB Hi-Fi, plus gym and spa discounts to name a few). We reward our people and celebrate their success, provide initiatives that develop careers and look after our people’s health, wellbeing, and futures.

What do I need?

• Experience in customer service or phone-based support roles
• Highly organised with strong attention to detail
• Problem solving and solutions-oriented mindset
• Excellent verbal and written communication skills
• Ability to learn and adapt to various technology and systems
• A drive for continuous improvement
• Experience with Service Now or similar online case management tools (preferred)
• Qualifications in HR (Certificate IV, diploma or degree) and/or Business Administration, or similar is desirable

About Bupa Asia Pacific:

Bupa is an international healthcare group which has been committed to a purpose of helping people live longer, healthier, happier lives and making a better world for more than 70 years.

Bupa Asia Pacific operates in Australia, New Zealand and Hong Kong, supporting about 6.5 million customers through a broad range of health and care services including health insurance, aged care, dental, medical, optical and hearing services. Employing more than 20,000 people in the region, we believe that we can make a real difference to the lives of customers through our values, purpose and the way that we deliver personalised care.

Our people reflect the diversity of our community.   At Bupa, your wellbeing, identity and own story is respected and valued.