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

Award Information

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.

 

Customer Service Officer

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.

Click here on how to get it

Customer Service - Basic

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

Customer Service - Advanced

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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