BUSINESS SUPPORT EMPLOYMENT MARKET UPDATE JUNE - DECEMBER 2016
ABOUT THIS GUIDE Chandler Macleod’s Employment Market Updates provide insight on job market conditions, permanent and contract pay rates and employment trends. Information for this guide has been provided by Chandler Macleod recruitment consultants, candidates, clients and other sources. With years of local knowledge and experience in their respective areas of expertise, our specialist recruiters have a deep understanding of their market, the roles they recruit and current pay rates. All salary ranges and contract rates are approximate guides only. While the salary ranges listed are current at the time of publication, we are seeing increasing variations of market rates as the number of organisations basing pay rates on specific circumstances increases. We acknowledge significant changes and transformation in the economy and labour market which is reflected in our research and variances in the permanent and temporary data. Salary and pay rate data is influenced by a number of factors and we always recommend working with a specialist recruiter to conduct a thorough job and market analysis. The permanent salaries listed are base salaries only and do not include superannuation, bonuses, incentive schemes or other benefits. The temporary rates listed are the rate paid to the contractor and do not include superannuation, management fees, incentive schemes or other benefits or fees. Roles marked N/A indicate insufficient data to represent the market adequately, please contact our consultants for further information about these roles.
CONTACT US Sydney 02 9269 8666 Melbourne 03 8629 1100 Brisbane
07 3003 7755
Perth 08 9217 0510 Adelaide 08 8408 9000 Canberra 02 6268 9888
chandlermacleod.com
2
BUSINESS SUPPORT EMPLOYMENT MARKET UPDATE
NATIONAL MARKET UPDATE Nationally, the business support job market is strong with demand for candidates high across a number of sectors, including construction, utilities, education, health, insurance and government. Increasing employer confidence has been characterised by a general trend towards permanent positions and away from temporary contracts as they look to secure top talent. We are seeing demand outstrip supply for candidates with strong admin, customer service, collections and call centre experience with quality candidates not lasting long in the market. This is driving employers to reconsider salaries and attraction strategies with many organisations starting to offer access to flexible work options, career progression opportunities and wellness initiatives. We are also seeing employers review their EVP to align more closely with the expectations and motivators of Generation Z, including modern offices and new technology. As expected, the end of the financial year and corporate budget season will impact employment trends as workloads increase across many sectors and hiring managers look to utilise staffing budgets. The upcoming federal election will impact government hiring decisions over the coming months and we expect to see a short-term trend towards project based administration over the next six months.
NEW SOUTH WALES In New South Wales the demand for business support candidates is strong, with not enough quality candidates to meet current needs and candidates being hired very quickly. This has resulted in higher salary expectations, with a growing disconnect between what candidates are asking for and what employers are prepared to offer. This is driving employers to compromise on quality due to cost pressures, however we advise organisations to consider the long-term costs of a wrong hire and weigh that against the cost of paying above market rates for top talent. Employers like to try before they buy so are offering a lot of temp and fixed term roles, while the restructuring of several government departments is also driving demand for temp candidates. In Sydney we are seeing growing demand for experienced candidates across the construction, digital and health industries with several government funded projects and the NDIS commencing. We are experiencing a low supply of good quality candidates available at short notice, and expect this to continue through the second half of the year. With candidates prioritising permanent roles offering above market salaries, particularly EA roles over $80k and reception roles over $50k, employers should do their research prior to advertising vacancies.
JUNE - DECEMBER 2016
3
VICTORIA The Victorian business support job market continues to be influenced by consumer buying habits and offshoring/outsourcing within call centre environments. We are seeing more contingent opportunities available than permanent, particularly across customer service and call centre roles. This trend is also gaining traction across a broader range of roles with large corporate organisations engaging staff initially as temps with view to transitioning to a permanent role. We are seeing a shortage of strong sales talent across numerous industry sectors, particularly outbound sales, telesales and B2B sales roles. An increase in the number of permanent EA, PA and Team Assistant roles being offered is driving a shortage of experienced candidates with top talent moving very quickly in the market. Employers competing for top talent should consider offering permanent opportunities with flexible working hours and clear career development plans. Demand for call centre, customer service and sales talent will continue over coming months, particularly within the insurance, banking and financial services sectors. We expect the usual peak in volume over EOFY and steady demand to the end of the year. Workforce planning is the key to securing top talent in a fast moving market and we encourage employers to allow appropriate time to source top talent. Having the ability to move quickly to secure talent is crucial in the current market as great candidates are not available for long.
QUEENSLAND There has been a lot of movement in the Queensland business support job market, particularly across contact centre and customer service roles. We are seeing a lot of restructures and acquisitions across Brisbane which is affecting EAs quite heavily and has resulted in an excess of senior EA/PAs in the job market. A shortage in call centre and customer service talent with strong contact centre experience is driving up average permanent salaries in these roles as employers compete for top talent. Employers are also interested in quality sales admin candidates with SAP or project experience. Willingness to offer permanent contracts has reduced ahead of the federal election with employers more likely to fill general administration positions in a temporary capacity while waiting for political certainty and new financial year budgets. As we move into the latter stages of the year we are expecting to see an increase in permanent admin roles as the impacts of temporary workforces are realised and employers grow frustrated with turnover and cost of continually on-boarding. Demand will also increase across the health sector with the state wide roll out of the NDIS.
4
BUSINESS SUPPORT EMPLOYMENT MARKET UPDATE
WESTERN AUSTRALIA The Western Australian job market is still feeling the impact of the mining downturn, with redundancies and rate cuts driving large numbers of candidates back into the market. Economic uncertainty is affecting hiring decisions, with employers reluctant to offer permanent contracts, preferring the flexibility of temporary workforces. Despite this, we are seeing demand for mid-high level admin talent, particularly for candidates with multiple skill sets who can fill multi-faceted roles. With lowered market rates and an abundance of available talent, it is currently an employer’s market. However, organisations looking to attract top talent should consider offering permanent contracts and above market rates to entice candidates that may be hesitant to move. Flexible working conditions and training and development opportunities are also very popular with candidates, so employers looking to build a high achieving team may need to consider offering such benefits. Although we are still in the midst of the mining downturn, we are seeing approval of a few mining projects across the state, which is fuelling minimal growth in the near future. We are expecting a reasonable portion of positions created from these projects to be admin and customer service roles.
SOUTH AUSTRALIA The current high unemployment rate across South Australia has led to a rapid increase in application submissions, which in turn has increased the average length of recruitment. Despite this, the State Government has predicted an increase in job vacancies as a result of the upcoming federal election. In addition, the expansion of the BHP Olympic Dam site is expected to result in vacancies across a number of specialisms. We are currently seeing a high demand for Administrator and Admin Assistant roles as employers are preferring to promote staff internally and backfill as required. Job seekers are consistently seeking opportunities that provide a high work-life balance and as a result part time job opportunities are in high demand. The number of call centre roles available continues to decrease as cost pressures drive roles offshore. Multiple recent State Government projects have led to an increase in government demand for business support staff and we expect these opportunities to grow over the next 12 months.
JUNE - DECEMBER 2016
5
PERMANENT
SALARY GUIDE NSW
VIC
QLD
WA
SA
EXECUTIVE SUPPORT
$’000
$’000
$’000
$’000
$’000
Personal Assistant
50 - 75
60 - 85
60 - 80
70 - 80
50 - 70
Executive Assistant
60 - 125
70 - 95
70 - 100
70 - 80
70 - 90
Mail Room Clerk
40 - 50
40 - 55
40 - 45
50 - 55
40 - 45
Data Entry Operator
40 - 50
40 - 55
40 - 50
50 - 65
40 - 45
Filing Clerk
35 - 45
40 - 55
40 - 45
40 - 50
40 - 45
N/A
60 - 85
N/A
55 - 70
50 - 80
Switchboard Operator
40 - 50
40 - 55
45 - 55
45 - 55
40 - 55
Office Manager
55 - 90
65 - 85
60 - 85
65 - 100
55 - 80
Receptionist
40 - 60
40 - 60
45 - 55
50 - 65
40 - 55
Administration Assistant
35 - 50
40 - 60
40 - 60
50 - 65
40 - 60
Administrator
40 - 60
40 - 60
40 - 60
50 - 65
45 - 60
Team Administrator
45 - 60
40 - 60
50 - 70
75 - 85
45 - 60
Administration Officer
40 - 50
40 - 60
40 - 60
50 - 65
45 - 60
Project Administrator
50 - 60
55 - 75
55 - 85
70 - 85
50 - 70
Senior Administrator
50 - 70
55 - 75
50 - 70
50 - 70
50 - 65
Collections Officer
45 - 55
50 - 70
45 - 60
55 - 60
45 - 55
OFFICE SUPPORT
Scribe
BUSINESS SUPPORT
6
BUSINESS SUPPORT EMPLOYMENT MARKET UPDATE
PERMANENT
SALARY GUIDE NSW
VIC
QLD
WA
SA
$’000
$’000
$’000
$’000
$’000
40 - 50
45 - 65
45 - 60
55 - 60
45 - 55
40 - 50
45 - 70
55 - 65
60 - 65
45 - 55
Customer Service Officer
40 - 50
45 - 65
45 - 55
55 - 60
45 - 55
Call Centre/Customer Service Supervisor
50 - 70
70 - 90
55 - 75
55 - 65
55 - 80
Medical Receptionist
55 - 70
40 - 65
50 - 60
55 - 70
40 - 55
Medical Typist
55 - 70
55 - 75
55 - 65
60 - 70
45 - 60
CUSTOMER SERVICE Call Centre Operator (Inbound) Call Centre Operator (Outbound)
MEDICAL SUPPORT
JUNE - DECEMBER 2016
7
TEMPORARY
SALARY GUIDE NSW
VIC
QLD
WA
SA
EXECUTIVE SUPPORT
HOURLY
HOURLY
HOURLY
HOURLY
HOURLY
Personal Assistant
30 - 35
30 - 40
30 - 40
35 - 45
30 - 45
Executive Assistant
35 - 45
35 - 55
30 - 45
35 - 45
45 - 65
Mail Room Clerk
25 - 30
25 - 35
25 - 30
25 - 35
25 - 30
Data Entry Operator
25 - 30
25 - 35
25 - 30
25 - 35
25 - 30
Filing Clerk
25 - 30
25 - 35
25 - 30
25 - 35
25 - 30
Scribe
50 - 60
40 - 70
55 - 60
30 - 50
30 - 50
Switchboard Operator
25 - 30
25 - 40
25 - 30
25 - 30
25 - 30
Office Manager
35 - 40
40 - 50
30 - 45
35 - 50
45 - 55
Receptionist
25 - 35
25 - 30
25 - 30
25 - 30
25 - 30
Administration Assistant
25 - 35
30 - 35
25 - 30
25 - 35
25 - 30
Administrator
30 - 35
30 - 35
25 - 30
25 - 30
25 - 40
Team Administrator
30 - 40
30 - 35
30 - 35
35 - 45
30 - 40
Administration Officer
30 - 35
30 - 35
25 - 30
25 - 35
25 - 40
Project Administrator
30 - 45
30 - 40
30 - 35
35 - 45
30 - 45
Senior Administrator
35 - 45
30 - 55
30 - 35
35 - 50
30 - 40
Collections Officer
30 - 35
25 - 35
25 - 30
25 - 30
25 - 35
OFFICE SUPPORT
BUSINESS SUPPORT
8
BUSINESS SUPPORT EMPLOYMENT MARKET UPDATE
TEMPORARY
SALARY GUIDE NSW
VIC
QLD
WA
SA
HOURLY
HOURLY
HOURLY
HOURLY
HOURLY
25 - 30
25 - 35
30 - 35
25 - 25
25 - 35
25 - 30
25 - 35
30 - 35
25 - 30
25 - 35
Customer Service Officer
30 - 35
25 - 50
25 - 30
25 - 35
25 - 35
Call Centre/Customer Service Supervisor
30 - 40
30 - 50
35 - 40
30 - 40
35 - 50
Medical Receptionist
30 - 35
30 - 45
30 - 35
30 - 35
25 - 30
Medical Typist
30 - 35
35 - 55
30 - 35
30 - 40
25 - 35
CUSTOMER SERVICE Call Centre Operator (Inbound) Call Centre Operator (Outbound)
MEDICAL SUPPORT
JUNE - DECEMBER 2016
9
ABOUT US Chandler Macleod’s Staffing Services team has been supplying Australian businesses with specialised recruitment and HR services since 1959. Our experienced recruitment teams source, recruit and manage temporary, contract and permanent employees across a broad range of sectors. We are proud to supply tailored HR solutions to many of the region’s largest organisations, Government departments and not-for-profits. At the core of our recruitment and selection process is our BestFit™ formula, which states that a person’s behaviour is a function of who they are, their skills and temperament, combined with the environment in which they work. We employ a range of leading edge appraisal tools, assessments and methodologies to find the candidate who is the BestFit™ for the position, team and organisation.
25 MILLION HOURS WORKED BY CMG EMPLOYEES IN 2015
1655
SAFETY ASSESSMENTS CONDUCTED IN 2015
SAFETY IS ALWAYS OUR FIRST PRIORITY
1,417
INDIGENOUS AUSTRALIANS PLACED OVER THE LAST 3 YEARS
286,000 CANDIDATE JOB APPLICATIONS RECEIVED IN 2015
57 YEAR HERITAGE AND THE
WORLDS 5TH LARGEST
RECRUITMENT ORGANISATION
ONE OF AUSTRALIA’S LARGEST EMPLOYERS OF
ORGANISATIONAL PSYCHOLOGISTS
Our specialist recruitment teams have demonstrated expertise across a variety of specialisations, including:
10
Accounting & Finance
Human Resources
Banking & Financial Services
Infrastructure & Rail
Business Support & Call Centre
IT
Construction
Manufacturing
Engineering & Technical
Mining & Energy
Executive
Sales & Marketing
Government
Supply Chain & Procurement
Graduate
Trades
Health
Transport & Logistics
Hospitality
Utilities
BUSINESS SUPPORT EMPLOYMENT MARKET UPDATE
This publication has been produced by Chandler Macleod Group as general information only and does not consider anyone’s specific objectives, situation or needs. Accordingly, the publication is not to be taken as legal or professional advice. We recommend that you obtain professional advice before acting or refraining from acting on any of the contents of this paper. Neither the authors nor Chandler Macleod Group accept any duty of care or liability to anyone regarding this publication or any loss suffered in connection with the use of this publication or any of its content. Chandler Macleod, Unleashing Potential and our logo are trademarks of Chandler Macleod Group Limited and must not be used without the prior, specific, written permission of Chandler Macleod Group. All rights reserved.
JUNE - DECEMBER 2016
11
chandlermacleod.com