Salary and Employment Relations News
Appendix 4 contains a selection of recent news clippings on salary and remuneration related issues, including employee relations. Hallis provides a news clipping service for contributors and subscribers to this survey. To receive this service, please indicate your preference on the enclosed subscriber services card or contact Hallis on 03 9696 2144 or by email to tony@hallis.com.au
Available award information is shown at Appendix 5.
Definition of terms and Statistical Notes
The following terms relate to data provided in the survey:
Salary Package. The salary package figure includes salary plus superannuation, incentives, regular bonus amounts, as well as other benefits.
Statistical Terms:
Average. The average (or mean) value provides a good measure of central location for a data set. It is obtained by adding all the data values and dividing by the number of items
Median. The median is another statistical measure of central location for a set of data. The median for a set of data is that value falling in the middle when the data items are arranged in ascending order.
Quartile. The data in the survey has been arranged in quartiles. The upper quartile (Q1) represents the total at which 25% of the data values fall above. The lower quartile (Q3) is the value above which 75% of observations fall. Quartile values are widely used in salary surveys by convention. The measure enables us to overcome dependence on extreme values.
Position Outline
Customer service staff act as liaison officers between external and internal customers. They normally act as a point of contact for the organisation and respond to incoming calls, dealing with customer queries and complaints.
Typical Responsibilities ( generic)
Answer inquiries and provide information on the services or goods offered by the organisation.
Liaise with functional areas (eg marketing, finance, production, sales, service) to ensure the delivery of goods and services.
Quote pricing and credit terms, record orders.
Arrange for delivery of goods, installation of equipment and provision of services.
Update customer contact and database systems.
Liaise with functional areas (eg marketing, finance, production, sales, service) to ensure the delivery of goods and services.
Quote pricing and credit terms, record orders.
Arrange for delivery of goods, installation of equipment and provision of services.
A competency profile and detailed questions for recruitment and selection of this role are contained in the Hallis Call Centre Recruitment Kit.
This level requires the incumbent to meet customer needs through consultation, support and problem solving to a lesser degree. At this level, service delivery is provided through the application of basic procedures and policies and involves higher volumes of transactions, normally of shorter duration. It may involve data entry of details and modification of database/customer records (eg: recording inbound customer details for loyalty programmes/operator assisted information services). At this level, incumbents work within clearly defined limits of authority.
Salary Table
| Customer Service - Basic | Base Salary |
Salary Package |
|||||||
No. |
Average |
Q1 |
Median |
Q3 |
Average |
Q1 |
Median |
Q3 |
|
| Summary | 35 |
27,160 |
25,000 |
27,046 |
29,690 |
30,641 |
28,256 |
30,521 |
33,401 |
| By Industry | No. |
Average |
Q1 |
Median |
Q3 |
Average |
Q1 |
Median |
Q3 |
| Financial Services & Insurance | 17 |
26,811 |
25,000 |
27,000 |
29,000 |
30,300 |
28,283 |
30,476 |
32,710 |
| Manufacturing | 4 |
25,375 |
24,500 |
25,000 |
26,250 |
27,169 |
26,154 |
26,803 |
28,175 |
| Services | 9 |
28,684 |
25,523 |
28,000 |
31,000 |
30,799 |
27,445 |
30,078 |
33,345 |
| Utilities | 5 |
27,036 |
23,812 |
27,829 |
30,415 |
28,933 |
25,446 |
29,789 |
32,510 |
| By Turnover | No. |
Average |
Q1 |
Median |
Q3 |
Average |
Q1 |
Median |
Q3 |
| +$3 Bn (BRW Top 200) | 10 |
29,191 |
26,825 |
28,000 |
31,623 |
32,838 |
30,300 |
31,659 |
35,429 |
| $250m - $850m (BRW Top 500) | 15 |
26,016 |
23,716 |
25,250 |
29,690 |
27,881 |
25,365 |
27,175 |
31,709 |
| Less Than $100m p.a. | 10 |
26,846 |
24,750 |
27,000 |
28,250 |
28,777 |
26,465 |
28,959 |
30,369 |
| By Location | No. |
Average |
Q1 |
Median |
Q3 |
Average |
Q1 |
Median |
Q3 |
| NSW | 16 |
27,723 |
25,000 |
27,000 |
29,690 |
29,620 |
26,680 |
28,925 |
31,777 |
| Vic | 13 |
27,919 |
25,000 |
27,862 |
30,000 |
31,427 |
28,322 |
31,354 |
33,711 |
| Other States | 6 |
24,017 |
24,000 |
27,046 |
29,614 |
25,941 |
25,703 |
28,971 |
31,758 |
Customer Service - Intermediate
This level requires the incumbent to meet customer needs through consultation, support and problem resolution. At this level, some degree of specialised knowledge is applied during service delivery but this is likely to be through established guidelines, manuals, policies or terms and conditions (eg: assisting customers to operate basic equipment/software packages, help desk, complete financial transactions). At this level, there is a higher incidence of dealing with the general public and incumbents act with a moderate degree of freedom.
Salary Table
| Customer Service (Intermediate) | Base Salary |
Salary Package |
|||||||
No. |
Average |
Q1 |
Median |
Q3 |
Average |
Q1 |
Median |
Q3 |
|
| Summary | 66 |
29,904 |
27,000 |
30,000 |
33,000 |
33,620 |
30,254 |
33,583 |
37,311 |
| By Industry | No. |
Average |
Q1 |
Median |
Q3 |
Average |
Q1 |
Median |
Q3 |
| Financial Services & Insurance | 29 |
29,385 |
27,000 |
29,000 |
31,676 |
32,440 |
29,615 |
32,120 |
35,106 |
| Telecommunications | 5 |
28,948 |
26,803 |
27,750 |
30,375 |
30,966 |
28,798 |
29,780 |
32,405 |
| Manufacturing | 7 |
29,286 |
26,000 |
29,000 |
32,000 |
31,269 |
27,873 |
30,925 |
34,153 |
| Services | 13 |
30,438 |
27,878 |
29,284 |
34,000 |
34,539 |
31,352 |
33,054 |
39,060 |
| Utilities | 7 |
31,509 |
28,500 |
32,460 |
33,490 |
33,729 |
30,548 |
34,728 |
35,832 |
| Other Industries | 5 |
31,099 |
30,000 |
30,548 |
31,774 |
33,248 |
32,100 |
32,718 |
33,951 |
| By Turnover | No. |
Average |
Q1 |
Median |
Q3 |
Average |
Q1 |
Median |
Q3 |
| +$3 Bn (BRW Top 200) | 19 |
31,147 |
27,477 |
30,080 |
34,375 |
34,923 |
31,107 |
33,880 |
38,273 |
| $250m - $850m (BRW Top 500) | 28 |
29,051 |
26,500 |
28,250 |
31,957 |
32,650 |
29,722 |
31,780 |
36,002 |
| Less Than $100m p.a. | 19 |
29,918 |
27,209 |
30,000 |
32,750 |
33,698 |
30,406 |
33,600 |
37,295 |
| By Location | No. |
Average |
Q1 |
Median |
Q3 |
Average |
Q1 |
Median |
Q3 |
| NSW | 24 |
30,167 |
28,000 |
30,000 |
32,000 |
34,355 |
31,565 |
34,181 |
36,817 |
| SA | 5 |
26,044 |
25,000 |
26,000 |
27,826 |
27,895 |
26,820 |
27,855 |
29,703 |
| Vic | 31 |
30,920 |
28,000 |
30,000 |
34,000 |
34,836 |
31,530 |
33,650 |
38,568 |
| Other States | 6 |
26,816 |
23,967 |
26,532 |
28,142 |
30,064 |
26,863 |
29,894 |
31,630 |
This level requires the incumbent to meet customer needs through consultation, support and problem resolution. At this level, a high degree of specialised knowledge is applied during service delivery (eg: problem resolution on the help desk of a proprietary software application/analysis of business financial information) or application of complex procedures and policies is facilitated (eg: application of import/export regulations/legal considerations). At this level, there is a higher incidence of business-to-business service delivery and a high-cost consequence of error. Incumbents act with a higher degree of freedom.
Salary Table
| Customer Service (Advanced) | Base Salary |
Salary Package |
|||||||
No. |
Average |
Q1 |
Median |
Q3 |
Average |
Q1 |
Median |
Q3 |
|
| Summary | 44 |
33,980 |
30,000 |
34,000 |
36,183 |
37,895 |
33,240 |
37,963 |
40,725 |
| By Industry | No. |
Average |
Q1 |
Median |
Q3 |
Average |
Q1 |
Median |
Q3 |
| Financial Services & Insurance | 17 |
32,300 |
30,000 |
31,750 |
34,908 |
35,846 |
33,021 |
35,233 |
39,041 |
| Manufacturing | 7 |
34,607 |
30,250 |
35,000 |
35,000 |
37,078 |
32,525 |
37,310 |
37,826 |
| Services | 9 |
33,249 |
28,926 |
34,152 |
36,550 |
37,488 |
32,696 |
38,097 |
41,553 |
| Utilities | 6 |
35,333 |
32,430 |
34,250 |
38,683 |
37,786 |
34,753 |
36,634 |
41,336 |
| Other Industries | 5 |
38,510 |
32,988 |
35,000 |
43,750 |
41,080 |
35,274 |
37,450 |
46,725 |
| By Turnover | No. |
Average |
Q1 |
Median |
Q3 |
Average |
Q1 |
Median |
Q3 |
| +$3 Bn (BRW Top 200) | 15 |
34,441 |
31,000 |
35,000 |
38,000 |
38,555 |
34,912 |
39,047 |
42,383 |
| $250m - $850m (BRW Top 500) | 20 |
34,409 |
30,000 |
33,500 |
38,131 |
36,858 |
32,223 |
35,846 |
40,910 |
| Less Than $100m p.a. | 9 |
32,260 |
30,200 |
33,152 |
34,000 |
35,755 |
33,221 |
36,625 |
37,994 |
| By Location | No. |
Average |
Q1 |
Median |
Q3 |
Average |
Q1 |
Median |
Q3 |
| NSW | 22 |
33,887 |
31,000 |
33,500 |
36,550 |
33,190 |
33,161 |
35,798 |
38,999 |
| Vic | 15 |
35,132 |
31,075 |
35,000 |
37,500 |
38,597 |
34,064 |
38,345 |
41,559 |
| Other States | 7 |
30,468 |
27,477 |
29,500 |
34,576 |
34,702 |
31,372 |
33,455 |
39,427 |
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