The Black Swan EST10 Salary Guide | Q3 2020/2021
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EST10 Salary Guide | Q3 2020/2021
The Black Swan
“
Each man should frame life
so that at some future hour
fact and his dreaming meet.
Contents
Director's Note 4
Market Insights 7
”
Victor Hugo Advice for Job Seekers 10
Advice for Hiring Managers 12
Salaries and Skills 15
Permanent Salary Ranges 16
Temporary Salary Ranges 17
Skills and Qualities Required 18
Position Descriptions 20
Executive Assistant 21
Senior/C-Suite Executive Assistant 22
Personal Assistant 23
Office Manager 24
Customer Service Team Leader 25
Human Resources Coordinator 26
Team Assistant 27
Marketing Coordinator 28
Customer Service Representative 29
Receptionist 30
2 3
Director's Note
2020 presented Australia and the skill to recognise and discern what COVID-19 was and still is a black swan “We were all born with wings. In times
world with unforeseeable difficulties was working for us and, you, our event, a theory developed in 2007 by of doubt: spread them.”
and challenges. Whilst we are not clients & candidates, and of course, Professor Nassim Taleb. An outlier
through the other side, a positive what was not working. event, with extreme consequences, Kevin Myers
future is in sight and we believe 2021 that in hindsight we might have
has promise! We collected and captured the signs predicted. This black swan event has
and emerging patterns relevant to our transformed the world we live in.
For EST10, 2020 was one of our industry and the future employment
toughest years. I am grateful however landscape. We have already seen positive signs
for many of those challenges. It and indicators and have faith this Roxanne Calder
provided an opportunity for reflection, By accepting the outer circumstances year will present Australia with strong Managing Director
introspection and ultimately posing instead of ‘fighting’ them, we learned recovery opportunities.
the forever essential question of our we always have a choice, even in the
purpose and connection to society. most challenging moments. A vaccine is in production and with
that, the hope of borders opening and
It awakened our dreams and Personally, and collectively, our international travel.
welcomed inspiration, creativity, and resilience and endurance have been
the necessity to establish relevant flexed, tested, and strengthened. We have entered the year knowing
changes within our business. It has provided me an immense we have made it through last year
appreciation for history and all that and with gratitude for the kindness,
As a recruitment business, the nature was endured before us. compassion, and wisdom we have
of our job is to distinguish between acquired.
fact and fiction. We used this habitual
4 5Market Insights
This guide will share our available To what the next few months might
information and analytics. We hope it look like, The Reserve Bank of
helps you to understand the current Australia predicts ‘GDP is not expected
market and emerging opportunities. to return to its pre-pandemic level
until the end of 20212’.
Economy
According to economists, a good
In June 2020, Australia entered a
indicator of the real impact
recession, reported as the deepest
of the recession is the rate of
since the Great Depression in the
unemployment.
early 1930s. Technically we may
be out of the recession, however, Unemployment rate
unpredictability remains.
The most recent unemployment
In September, economists forecasted rate released for December is 6.6%.
a ‘modest expansion in GDP1’, a A figure still somewhat higher than
prediction that has been reflected, the pre-COVID rate of 5.1% but an
with the September quarter seeing improvement on the July peak of
a rise in GDP by 3.3%. A positive 7.5%.
sign, however, set against a fall of
7% the previous quarter, the figures Underemployment is another critical
demonstrate a 3.8% overall decline measure; it includes part-time
through the year. workers who want more hours or
full-time workers who did not work
full-time hours.
6 7
1
https://www.msn.com/en-au/money/markets/what-does-being-in-a-recession-mean-and-what-does-it-mean-for-me/ar-BB18C8XF
2
https://www.rba.gov.au/publications/smp/2020/nov/economic-outlook.htmlUnderemployment has returned permanent positions. Full-time and part-time employment
close to its pre-COVID rate, 8.5% for
December 2020 compared to 8.2% for In over 50% of cases, the permanent As new norms and habits have been
December 2019.3. roles secured were not the original established, we have seen a swing
temporary position candidates were towards part-time opportunities being
employed in. sought instead of full-time work.
To note: It is estimated that
Candidate availability in the temp In seasonally adjusted terms, in one in five of Australia’s
market has also shifted. With December 2020: highly skilled expat
restrictions on travel remaining, community has returned
» Full-time employment
there are fewer Working Holiday home in 2020, with the
increased by 35,700 to
Visa candidates available. However, trend continuing in 2021. In
8,761,400 people, and part-
people who would ordinarily focus on October of 2020 - the federal
time employment increased
permanent employment are open to government said 398,000
by 14,300 to 4,149,300 people
temporary assignments or short-term Australians had returned
contract roles. We have also seen an » Over the year to December since mid-March4.
increase in candidate flexibility when 2020, full-time employment
considering different roles. decreased by 75,900 people
and part-time employment
Changes in the temp market This provides employers with a increased by 12,000 people
wonderful opportunity to leverage
» The part-time share of
We continue to see an increase in some of these talented individuals’
employment over the past
the demand for temporary staff expertise and experience.
12 months increased 0.3
and candidates being converted to percentage points to 32.1%3
8 9
3
https://www.abs.gov.au/statistics/labour/employment-and-unemployment/labour-force-australia/latest-release 4
https://www.foreignminister.gov.au/minister/marise-payne/media-release/more-flights-helping-australians-returnAdvice for Job Seekers
The job market is gradually to stay. We suggest job seekers Remain flexible
improving; however, volatility still take responsibility for their own skill
exists, as outbreaks emerge and development and become ‘skill- Be open to what your role may look
restrictions change. If you are looking aware’. This includes understanding like today, tomorrow and in the
for a new role and have carefully technology. future. Evolve with the change and
considered it, now could be the time contribute to the navigation of it.
to make a move. This awareness may be confronting Future proof your employability. The
at first. It includes an accurate days of following set ‘job descriptions’
There has been a shift in the mindsets assessment of your weakness and have gone. Job descriptions will be
of employers and job seekers. strengths, proactiveness in acquiring evolving, creating their own story and
Employers increasingly ask for a new skills, and being realistic about entity.
‘values’ match as well as competency skills that may have been relevant
Think big picture
for the job. Some of the key attributes in the past but are not necessarily
we hear mentioned as important are transferable or useful for your job or If looking for a new job, know what
loyalty, trustworthiness, and integrity. industry in the future. it is you are looking for - well before
We share this with you in encouraging starting the job application process.
you to be ‘you’ at interview. ‘Working from home’ has continued This will help you with your decision
Transparency is key for everyone in to be more of a norm, which will making. Being reactive and with
today’s new world. remove geographical distances and a short-term view will not serve
open up opportunities. you now. Continue to dig deep in
Emerging jobs in the administration evaluating your decisions on all levels;
space are becoming increasingly whether to leave a job and whether to
skills driven and this trend is here accept a job offer.
10 11Advice for Hiring Managers
There has been a dramatic increase note, until a candidate has a contract this, the reluctance of people to leave other opportunities - this is less likely
in confidence levels for hiring. Salary and letter of offer, they do not feel secure roles, unlike pre-COVID times, now and becoming a more formidable
levels have also increased, particularly secure - despite any verbal offers. bringing a further constriction for proposition.
for the more senior positions. talent supply.
Last year, we witnessed an Another consideration to take into
As businesses get back in the ‘game’, unprecedented number of offers Pre-COVID, we were already account is exceptional candidates
they will need to accept the changes being withdrawn - despite contracts experiencing a severe tightening of who are available, commonly receive
and offer the same flexibility they being issued. As such, I am sure you the talent pool; however, candidates multiple offers.
expect from candidates. can understand the sentiment of were more likely to leave their jobs for
candidates on this issue. In addition,
Along with offering competitive as our recommendation, ensure the
salaries, an efficient recruitment start date occurs as soon as possible! Best practice
process will assist in securing your
candidate. Understanding the Is it a market for employers? » Secure approvals before starting your hiring process
candidate/job seeker psychology » Work with one agency exclusively - multi-listing is so 2020
is critical, with job security being Like a broken record, the availability » Prepare contracts and pencil in all interviews in advance
number one on their agenda right of ‘talent’ remains a challenge. » Interview all candidates within 2-3 days of shortlist presentation
now. ‘Job Seekers’ does not correlate to » Multiple interviews to be on the same day or within 3 days
availability of talent. » Consider ‘wildcard’ candidates
We have seen delays between » Offer on the same day as the final interview or the day after
interviewing to offering and issuing From mid-December, there has » Provide an offer, pending references
contracts, resulting in candidates been an increase in job vacancies for » Issue contract ASAP - no later than 24 hours from offer
accepting alternative job offers. To administration professionals. Add to
12 13Salaries and
Skills...
“Build your skills, notSheryl
your resume.
Sandberg
”
14 15Permanent Salary Ranges Temporary Salary Ranges Annual Salary $ 50k 60k 70k 80k 90k 100k 110k 120k 130k 140k 150k + Hourly Rate $ 20 30 40 50 60 Senior/C-Suite EA Senior/C-Suite EA Personal Assistant Personal Assistant Executive Assistant Executive Assistant Office Manager Office Manager Customer Service Team Leader Customer Service Team Leader HR Coordinator HR Coordinator Team Assistant Team Assistant Marketing Coordinator Marketing Coordinator Customer Service Rep Customer Service Rep Receptionist Receptionist 16 17
18
HR Assistant
Receptionist
Team Assistant
Office Manager
Senior/C-Suite EA
Personal Assistant
Executive Assistant
Customer Service Rep
Marketing Coordinator
Customer Service Team Leader
l
l
Resilience
l
l
l
Extreme discretion
l
l
l
High EQ
l
l
l
l
l
Strong communication
Ability to juggle conflicting
l
l
l
l
priorities
l
l Strategic thinker
l
l
l
l
Tech-savvy
l
l
l
Project management skills
Skills and Qualities Required
l
Strong time management
l
l
Problem-solving approach
l
Leadership
l
l
Conflict resolution
l
l
Negotiation
l
l
Interpersonal skills
l
l
Stakeholder management
l
Highly analytical
l
l
Detail-oriented
l
Team player
l
Quick thinker
Understanding of customer
l
profiles
l
Mastery of language
l
Investigative research skills
l
l
l
Adept multi-tasker
l
Innovative and creative
l
Patience
l
Adaptability
l
l
Understanding of CRM
l
l
Ability to work autonomously
l
l
Strong customer service skills
l
Impeccable presentation
l
l
l
Willingness to learn and assist
19Position Executive Assistant
An Executive Assistant is the
professional deputy. They keep
Duties include:
Descriptions... everything running smoothly and
make the Executive’s life easier.
The Executive Assistant role can vary
depending on the size of the company
»
»
»
»
Diary and travel management
Meeting coordination
Expense and invoice
processing
Email management
and the level of the Executives they » Stakeholder liaison
are supporting. » Answering and fielding calls
» Taking minutes and typing
In a small to medium company, this » Query resolution
“jobA description,
salary bracket can encompass an EA
skilled worker, regardless of the at Managing Director or C-Suite level.
However, in a larger organisation, the
remains a treasure. candidate is more likely to support at
Executive General Manger level and
Madeleine M. Kunin have multiple executives.
” The support provided may be
a mixture of both personal and
professional, with varying degrees of
access to diary and inbox.
20 21Senior/C-Suite Executive Assistant Personal Assistant
Executive Assistants (EA) make their Duties include: A Personal Assistant (PA) makes Duties include:
C-Suite Executive look fabulous by an Executive’s household and life
organising and simplifying their » Complex diary and travel run like a dream! PA’s take care of » Household management
work-life. At the most senior level, management your personal/home administration » Running personal errands
an Executive Assistant works in » Inbox management including household management and » Event organisation
partnership with their C-Suite » Board meeting attendance staff. » Management of properties,
Executive. » Research and reports cars, boats, art, etc.
» Stakeholder liaison Personal Assistant’s look entirely after » Project management
As well as full access to their diary and » Handling of confidential files personal duties supporting people » Family coordination
emails, the Executive will lean on their » Project management such as high net worth individuals » Travel arrangements
EA for strategic support. Adopting a » Strategic support for the CEO (HNWI), entrepreneurs, celebrities » Banking/investments
Business Manager or Chief of Staff and chair and their households. management
role is not unusual. Often the role
will incorporate project work - both Some CEOs will have an EA, as well
managing and assisting, possible HR as a PA, as they provide two distinct
functions, as well as managing junior services. PA roles are demanding
administration staff. often requiring an individual to
be on-call 24/7 and will take care
This role will vary depending on the of all varied aspects. Discretion,
Executive; however, trust at this level understanding boundaries and
is always the common denominator. confidentiality are all key for these
positions.
22 23Office Manager Customer Service Team Leader
Office Managers are the go-to person Duties include: A Customer Service Team Leader is Duties include:
in the office. No matter the problem, the motivator and cheerleader for
an Office Manager knows how to fix it » Policy creation and the team, keeping morale high and » Coordination of the customer
(or know the right people to call!). implementation supporting Customer Service Reps. service team
» Organising the office » Management of customer
With companies making cost » Research and reporting The Team Leader manages teams escalations
reductions and watching their » Stakeholder liaison of up to 50 people, with calls mostly » Hiring and training of new staff
headcount, we have seen the Office » HR functions, IT and facilities inbound and servicing customers. » Monitoring and evaluation of
Manager role growing and absorbing » Project management team performance
Executive Assistant, Administration » Team event organisation Communication and interpersonal » Process improvement
Assistant and, in some cases, » Management of junior support skills are key to successfully managing » Providing customer support
Reception duties. staff team performance and resolving » Action and implementing SOPs
customer enquiries. Leading by » Overseeing day-to-day
Office Manager positions can also example is a must, from providing operations
vary depending on the needs of the excellent customer service to accurate
business. This can move to encompass information sharing, updating systems
some aspects of HR, accounting, and on-time reporting.
IT, OHS and facilities management
duties. Therefore, a successful Office New challenges include managing
Manager will ensure business-wide communication across platforms
effectiveness and efficiency through a and navigating a work from home
proactive and reactive approach. environment.
24 25Human Resources Coordinator Team Assistant
Human Resources (HR) Coordinators Duties include: Team Assistants (TA) make great Duties include:
are the ‘people people’! They want jugglers - supporting a team, they look
everyone to love their job and to keep » Compilation of personnel data after multiple people with conflicting » Diary and email management
your teams happy. and preparation of reports interests - without dropping the ball. » Travel coordination
» Coordination of recruitment » Processing expenses and
Due to the growing availability of HR activities In recent years, we have seen an invoices
technology, there has been a shift in » Receiving and answering upward trend in the number of » Taking minutes and typing
the functionality of the role with many queries people a TA supports, and this has not » Formatting presentations
companies opting for a Recruitment » Assisting with onboarding changed. » Research and reporting
Coordinator or even a strong Team » Liaising with internal » Providing ad hoc team support
Assistant to take on some of the HR stakeholders This role is the true steppingstone » General administration
tasks. » Arranging internal and to becoming a successful Executive
external training Assistant while learning to prioritise
For companies still preferring to » Processing of job and and maintain expectations of multiple
hire HR Coordinators, the roles are entitlement applications people and communicating effectively.
more administrative and focus on » Storing and retrieving files
coordination as opposed to strategy The typical breakdown of a TA
and the technical side of HR. position will see 20% of the time
focused on the senior individual in the
An HR Coordinator must be highly team, with the remaining 80% spread
organised, comfortable with working across the remaining members.
to tight deadlines and a people
person.
26 27Marketing Coordinator Customer Service Representative
Making the organisation look great, Duties include: Customer Service Representatives are Duties include:
Marketing Coordinators ensure your the relationship builders of a business
brand message is on point and the » Research and reporting - they are the glue that keeps a » Resolving customer queries
right people know your name. » Management of website/blog/ business connected to its customers. » Providing technical or product
social media support
Marketing support roles can vary » Content creation Customer Service roles vary » Making and receiving
in titles (Assistant, Coordinator, » Monitoring of the market depending on the company and team; customer calls
Executive), salaries and duties » Coordination of print collateral from processing customer orders » Updating databases
depending on the company. » Sending email campaigns and assisting customer queries, to » Sending and receiving emails
» Providing support for business handling complaints. Within the » Processing invoices and orders
In small or medium-sized businesses, projects and events role, it is essential to communicate » Following up with suppliers
the role can be more focused » Organising events effectively, listen well and identify and/or couriers
on profile, measuring market when an issue may need to be » Providing exceptional
performance and revenue generation. escalated. customer service
Contrastingly, marketing support roles
in larger businesses can be geared Traditionally, the roles were primarily
towards a specific area of marketing. phone-based and situated in an
office environment. Recently we
Regardless, candidates must be able have seen a shift in these roles.
to speak the language of the brand. Representatives can utilise technology
They need to understand the vision to work from home and communicate
and ensure all activities are aligned. with customers across a range of
platforms.
28 29Receptionist
The Face of the Company, Director Duties include:
of First Impressions or Concierge -
whatever the title may be, the role » Meeting and greeting clients
is to make everyone entering the » Maintaining the reception
company feel welcome. area
» Distribution of mail and
In regular times, ‘reception’ has deliveries
always been a pivotal part of an » Answering and transferring
office, especially for those companies calls
with a client-facing nature such as » Fielding queries
finance and professional services. » Receiving and resolving
With remote working, we have seen a complaints
dramatic decrease in the demand for » Ad hoc administration
new roles and vacancies. » Accepting deliveries
For some industries, the role of
the Receptionist has manifested
differently. Their Receptionists have
adapted, learnt more administrative
skills and become the ‘go-to’ person
for basic administration duties.
30 31Contact Us
Level 10, 66 Hunter Street, Sydney, NSW 2000
t 02 9002 0222
e info@est10.com.au
www.est10.com.au
32
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