The Black Swan Salary...The Black Swan metaphor was coined in 2007 by Professor Nassim Taleb. He says that for an event to be considered a black swan event, it must meet certain characteristics

Salary Guide | 2nd Quarter 2020/21

The Black Swan

http://www.est10.com.au

332

Con t e n t sCon t e n t s

Director's note 4

Market Insights 7

Implications for administrative professionals 10

Emerging skills in demand 11

Advice for job seekers 13

Advice for hiring managers 14

Permanent salary ranges 16

Temporary salary ranges 17

Senior/C-Suite Executive Assistant 18

Office Manager 19

Customer Service Team Leader 20

Executive/Personal Assistant 21

Human Resources Coordinator/Assistant 22

Administration/Team Assistant 23

Marketing Coordinator/Assistant 24

Customer Service Representative 25

Receptionist 26

Learn to be a swan...

...graceful and calm above water, frantically paddling underneath.

Anonymous

“”

554

2020: The year so farFrom the fires in January to the challenges of living through a pandemic, 2020 has presented Australia and the world with unforeseeable difficulties and challenges.

While natural disasters and disruptive events occur at any time, none of us would have expected, in our lifetime, to experience an actual pandemic — something reserved for history books.

Based on this, there is an aptly named, ‘Black Swan Theory’ that seems so fitting to use as the theme of our salary guide for Q2 2020/21.

The Black Swan metaphor was coined in 2007 by Professor Nassim Taleb. He says that for an

event to be considered a black swan event, it must meet certain characteristics. Firstly, it must be an ‘outlier’ or an extreme rarity that lies outside normal expectations. Secondly, this event must have severe consequences. Thirdly, and finally, it must be explainable and predictable in hindsight.

We cannot prepare for a black swan event and the magnitude of its consequences. But what we can do is appreciate life’s givens, acknowledge the necessity to accept unpredictability and look at the positives in us and society as we journey to a safer place in the future.

While some severe restrictions are behind us, we are still in transition, learning to read the new signs, in finding our best way forward.

This COVID-19 crisis saw many acts of humanity and kindness by individuals, businesses, and society. We are witnessing the birth of the new work and life environment, norms, habits, values, and priorities. We are not entirely sure where these changes will lead us as we are still defining what parts of the ‘old’ we want — and can take — into the new normal and which ones we will leave behind.

As any crises, this one too is making us all go back to our basic needs. We appreciate more, the small things we have, which will hopefully find permanent roots in our collective attitude towards work, safety, our development, loyalty and gratitude.

Dir e c t o r ' s no t eD i r e c t o r ' s no t e

The legend has it that a swan would perform one last song before it disappears or comes to an end, which is the symbolic meaning of the final gesture or as Shakespeare said, “fading in music”.

I think we can all hear that song coming. A new cycle which will make us all more connected, less entitled, better in respecting and valuing equality, diversity, knowledge, wisdom and courage.

"In every crisis, doubt or confusion, take the higher path — the path of compassion, courage, understanding and love." — Amit Ray

Roxanne CalderManaging Director

P.S. If you like the font, it is also called 'A&S Black Swan'!

76

As we have witnessed so far, amid COVID-19, 2020 continues to be one of the most challenging years and with ongoing uncertainty. Whilst we see a recovery in sight, the path will continue to be rocky and uneven.

In our guide, we will share with you our available information and analytics, which we hope will assist in understanding the current market and emerging opportunities.

EconomyDepending upon the resources you are using or with whom you are speaking, Australia is experiencing either a depression or a recession. Regardless, we are dealing with significant economic and financial implications. With the arrival of the pandemic, the time of complacency and predictability has gone.

The June quarter figures show a fall in GDP by 7%. GDP growth had been shrinking in the months prior to COVID-19, but such a large-scale impact was not expected. It is the largest fall in GDP since quarterly measurements began in 1959.

Most economists are forecasting that the worst of the hit to GDP has passed in the second quarter. The second wave of the coronavirus in Melbourne and the harsher restrictions that followed will have an impact on third-quarter GDP. But the hope is it will be offset with the reopening in other states, and a forecast for a modest expansion in GDP over the third-quarter (July, August and September).1

The reality of the recession, however, will not suddenly abate as GDP growth resumes. Unemployment will remain elevated, with the Reserve Bank expecting it to rise to 10% later in the year.

Unemployment rateThe most recent unemployment rate released for September is 6.9%. A figure that is still somewhat higher than the pre-COVID rate of 5.1% but an improvement on the peak of 7.5% in July. The statistics, however, do not account for those workers on JobKeeper.

Mark e t I n s i g h t sMar k e t I n s i g h t s

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

7

99

The market for employers?The increase in individuals unemployed has not necessarily correlated with an increase in talent in all areas. We are surprised to report that access to talent remains a challenge.

Sentiment for those that are employed has changed. Businesses are mindful of retaining their valued employees, and talented candidates are reluctant to move from a ‘secure’ role.

Candidates are anxious, value their job security higher than before and are more likely to take the first role offered. There is no longer the luxury of waiting on the off chance of an offer for your role. For this, it would be unfair to blame candidates. Their actions are fueled by the need for psychological and existential safety rather than facilitating the natural process of the ‘perfect match’.

Changes in the temp market With a reluctance to invest in permanent hires, we have seen an increase in the demand for temporary staff, with the view of exploring a permanent commitment in the future.

Temporary employees are providing companies with the opportunity and flexibility to bring additional skills and added resources without a long-term commitment. Over the coming months, this is something we may see more of as businesses adjust to the changes in JobKeeper payments and other possible economic policies and measures, that are being put in place.

Candidate availability in the temp market has also shifted. With fewer working holiday visa candidates available, we see a slight shortage in talent for the junior to intermediate administration positions. However, people who would ordinarily focus on permanent employment are open to temporary assignments or short-term contract roles — especially so, at the intermediate to senior levels.

We have observed a slight reluctance for some candidates to take on temporary or short-term contract roles, if on JobSeeker. We see this changing with predictions of the adjustments to JobKeeper and JobSeeker, leading to an additional two million unemployed people on the market in the upcoming months.

8

111110

With COVID-19 transforming the way business is conducted, the role of our administrative professionals is being re-shaped to adjust to the continuously shifting demands. While some changes will be permanent, some others are still in the making.

The hours spent organising travel and booking flights are likely to be replaced with an increased demand for the use of technology. Administrative professionals must master these new technologies and more, to continue to be relevant in the changing market.

These roles are becoming more diverse and supporting combined functions. With the adjustments of teams working remotely, there is a need for administrative professionals to remain flexible and adaptable.

As senior executives are rethinking their strategies and flowing with the tide, so will administrative professionals need to follow the trend. We see an increased dependence and need for smart, strategic administrators who are masters at executing and delivering.

Imp l i c a t i o n s fo r Imp l i c a t i o n s fo r a dm i n i s t r a t i v e p r o f e s s i o n a l sa dm i n i s t r a t i v e p r o f e s s i o n a l s

The pandemic has seen markets all over the world disrupted and thousands of jobs lost. As the world re-adjusts to these economic shocks, companies globally are slowly starting to consider what are the skills and attributes their new and current employees will need to be successful in our new emerging world.

Overall, the top skills that seemed to be more in demand are managing strategy and innovation, leadership, technology and interpersonal skills. These skills seem to be in need now more than ever, with remote and digital work and the adjustments to the new ways of working and organisational processes that come with that.

Eme r g i n g s k i l l s i n d em a n dEme r g i n g s k i l l s i n d em a n d

It is a new era for administration professionals.

Candidates that display a higher degree of flexibility, openness to change, and willingness to develop and learn, together with superior utilisation of technology and communication,

will stand out and be in demand.

131312

Since March, predictably, we have seen fewer new roles available. The unpredictability of the economy has made it difficult for businesses to make hiring decisions. Additionally, we have seen the responsibilities of roles expand and become more diverse.

Job hunting during COVID-19 can be daunting. Please know, if you are feeling this, you are not alone! Keeping positive, maintaining connections and investing in yourself, can all help at this time.

Keep connectedReach out to former colleagues, mentors, friends, friends of friends, contacts in your field. People are often willing to help when they can. Be brave in putting yourself out there.

If you are working with a recruitment agency, strengthen your ties. If you see a position being advertised, email or even better give them a call. Be front of mind!

Stay current Upskilling could be the key to securing a role ― take courses, improve your technical expertise or explore a new skilset. In a competitive job market, keeping current with your skills is essential.

Be positive Receiving knock backs can be challenging. It can take many applications and interviews before you secure your next role. Every ‘no’ you receive is a learning opportunity ― what can you take from that experience to be successful next time? Be positive and forward-thinking.

Remain flexibleThe market is changing; your most recent role will not necessarily look like your next role. Duties performed may be different, as well as the skills required. Salaries are also shifting. Be open-minded to what the future may hold. Compromise may be critical now.

Be patient and optimistic. You might not be in control of your environment, but you are — when it comes to your attitude.

Adv i c e f o r j o b s e e k e r sAdv i c e f o r j o b s e e k e r s

IMAGE

151514

COVID-19 has brought about a public health crisis of unexpected proportion, which has forced businesses to change their daily functioning and decision-making processes.

For the most part, salaries have remained consistent. We have seen some downward pressure for the more senior positions, i.e. over $100,000 p.a. At this level and above, with roles being scarcer, we have seen some flexibility in expectations from candidates.

There has been less flexibility in salary expectations at the more junior and mid-tier level. This could be due to a lack of experience and understanding of the tight economic conditions.

As well as a more constricted talent market, employers are also facing other difficulties with hiring ― challenges onboarding and managing remotely, along with understanding the new emerging job roles.

Remote onboardingThe onboarding and induction processes have been reimagined, with remote working becoming more of a norm. Our clients have shared with us some of the great initiatives that they have introduced:

• Allocating the new hire a buddy• Scheduling in regular times to

‘touch base’• A weekly virtual team coffee

Adv i c e f o r h i r i n g m a n a g e r sAdv i c e f o r h i r i n g m a n a g e r s

An effective partnership can be built remotely through a well thought out onboarding program,

robust and regular communication, mentorship and/or buddy programs, with leadership being essential.

171716

Perma n e n t s a l a r y r a n g e sPe rm a n e n t s a l a r y r a n g e s T em po r a r y s a l a r y r a n g e sT em po r a r y s a l a r y r a n g e s

$50,000 $60,000 $70,000 $80,000 $90,000 $100,000

Receptionist

Customer Service Representative

Marketing Coordinator/Assistant

Administration/Team Assistant

HR Coordinator/Assistant

Executive/Personal Assistant

Customer Service Team Leader

Office Manager

Senior/C-Suite Executive Assistant

ANNUAL SALARY

JUNIOR SENIOR

$20.00 $30.00 $40.00 $50.00 $60.00

Receptionist

Customer Service Representative

Marketing Coordinator/Assistant

Administration/Team Assistant

HR Coordinator/Assistant

Executive/Personal Assistant

Customer Service Team Leader

Office Manager

Senior/C-Suite Executive Assistant

HOURLY RATE

JUNIOR SENIOR

191918

Annual salary: $90,000 to $160,000 + superannuation

Contract hourly rate:$45 to $60 + superannuation

Executive Assistants (EA) make their senior manager look fabulous by organising and simplifying their work-life. At the most senior level, an Executive Assistant can work in partnership with a C-Suite executive.

As well as full access to their diary and emails, the executive will lean on their EA for strategic support. Adopting a Business Manager-like or Chief of Staff role is not unusual. Often the role will incorporate project work – both managing and assisting, possible HR functions, as well as managing junior administration staff. This role will vary depending on the executive. However, trust at this level is always the common denominator.

Duties include:• Answer and field calls• Resolve queries• Diary management• Travel arrangements• Expenses and invoices• Minutes and typing• Email management• Summarise documents• Attend board meetings• Research and reports• Stakeholder liaison• Handle confidential files• Project management• Strategic support for the CEO• Take care of some personal

requirements

Skills/Qualities needed:• Resilience• Extreme discretion• High EQ• Strong communication skills• Politically savvy• Ability to juggle conflicting

priorities• Strategic thinker• Skilful stakeholder management• Project management skills• Adaptable and reactive• Problem-solving approach

Sen i o r/C-Su i t e Ex e c u t i v e S e n i o r/C-Su i t e Ex e c u t i v e Ass i s t a n tAss i s t a n t

Of f i c e Mana g e rOf f i c e Mana g e r


Contract hourly rate: $35 to $55 + superannuation

Office Managers are the go-to in the office. No matter the problem an Office Manager knows how to fix it (or knows who the right people are!).

With companies making cost reductions and watching their headcount, we have seen the Office Manager role growing and absorbing Executive Assistant, Administration Assistant and, in some cases, reception duties.

Office Manager positions can also vary depending on the needs of the business. This can move to encompass some aspects of HR, accounting, IT, OHS and facilities management duties. Therefore, a successful Office Manager will ensure business-wide effectiveness and efficiency through a proactive and reactive approach.

Duties include:• Research and reports• Stakeholder liaison• Record management• Review and

implement policies• Handle confidential files• HR functions• Produce documents• Strategic support to

Senior Managers• Project management• Order office supplies• Organise team events• Manage junior support staff• IT and facilities management

Skills/Qualities needed:• Willingness to learn new things• Tech-savvy• Project management skills• Strong time management• Problem-solving approach

212120

Cus t om e r S e r v i c e T e am L e a d e rCus t om e r S e r v i c e T e am L e a d e r



A Customer Service Team Leader is the motivator and cheerleader for the customer service team, keeping morale high and supporting Customer Service Representatives within their roles.

For this role, the Customer Service Team Manager/Team Leader would be looking after teams of up to 50 people, with calls mostly inbound, servicing customers, not outbound sales.

Communication and interpersonal skills are key to successfully managing the team performance and in resolving customer enquiries and difficulties. Leading by example is a must, from providing excellent customer service to accurate information sharing, updating of systems and on-time reporting. New challenges include managing communication across platforms and navigating the recent work from home environment.

Duties include:• Coordinate customer

service team• Manage customer escalations• Train new staff• Monitor and evaluate

team performance • Process improvement

Skills/Qualities needed:• Leadership• Conflict resolution• Negotiation • Interpersonal skills• Ability to multitask• Excellent communication,

written and verbal

Exe c u t i v e/Pe r so n a l Ass i s t a n tEx e c u t i v e/Pe r so n a l Ass i s t a n t



An Executive/Personal Assistant is the professional deputy. They keep everything running smoothly and make the executives life easier.

The Executive/Personal Assistant at this level can vary depending on the size of the company. In a small to medium company, this salary bracket can encompass an EA at Managing Director or C-Suite level. However, in a larger organisation, the candidate is more likely to support at General Manger levels and with multiple executives. The support provided may be a mixture of both personal and professional, with varying degrees of access to diary and inbox.

Duties include:• Answer and field calls• Resolve queries• Diary management• Travel arrangements• Expenses and invoices• Minutes and typing• Email management• Summarise documents• Attend board meetings• Research and reports• Stakeholder liaison• Handle confidential files

Skills/Qualities needed:• Resilience• Extreme discretion• High EQ• Strong communication skills• Ability to juggle conflicting

priorities• Skilful stakeholder management• Strong computer/technical skills

232322



Human Resources (HR) Coordinators are the ‘people people’, they want everyone to love their job and keep your teams happy.

Due to the growing availability of HR platforms and technology, there has been a shift in the functionality of the HR Assistant role, with many companies opting for a Recruitment Coordinator or even a strong Personal Assistant to take on some of the HR tasks.

For companies still preferring to hire HR Assistants, these roles tend to be more administrative and focus on coordination; as opposed to allowing for exposure to operations, strategy and the more technical side of HR.

Therefore, a HR Assistant must be highly organised, comfortable with working to tight deadlines and a people person.

Duties include:• Store and retrieve files• Process job and entitlement

applications• Compile personnel data and

prepare reports• Coordinate

recruitment activities• Receive and answer queries• Assist with onboarding• Liaise with internal stakeholders• Arrange internal and

external training

Skills/Qualities needed:• Strong computer skills• Highly analytical• Ability to maintain strong

relationships• Detail-oriented• Discretion• Excellent communication

Huma n Resou r c e s Huma n Resou r c e s Coo r d i n a t o r/Ass i s t a n tCoo r d i n a t o r/Ass i s t a n t



Team Assistants (TA) make great jugglers – supporting a team, they look after multiple people with conflicting interests – without dropping the ball.

In recent years, we have seen an upward trend in the number of people a TA supports, and this has not abated.

This role is the true stepping stone to becoming a successful Executive Assistant while learning to prioritise and maintain expectations of multiple people and communicating effectively.

The typical breakdown of a TA position will see 20% of the time focused on the senior individual in the team, with the remaining 80% spread across the remaining members.

Duties include:• Diary and email management• Travel coordination• Expenses and invoices• Minutes and typing• Format presentations• Research and reports

Skills/Qualities needed:• Strong computer/technical skills• Team player• Multi-tasker• Quick thinker• Ability to juggle

competing deadlines

Adm i n i s t r a t i o n/T e am Ass i s t a n tAdm i n i s t r a t i o n/T e am Ass i s t a n t

252524



Making the organisation look great, Marketing Coordinators ensure your brand message is on point and the right people know your name.

Marketing support roles can vary in titles (Assistant, Coordinator, Executive), salaries and duties depending on the company. In small or medium-sized businesses, the role will often be more focused on profile/branding, measuring market performance and revenue generation. Contrastingly, marketing support roles in larger businesses will often be geared towards a specific sector of marketing as opposed to wider, all-encompassing coverage.

Regardless, candidates must be able to speak the language of the brand. They need to understand the vision and brand of the company to ensure all activities and goals are in alignment.

Duties include:• Research and reports• Manage website/blog• Data entry and analysis• Content creation• Monitor market• Coordinate print collateral• Manage social media• Email campaigns• Provide support for business

projects and events• Brand activations• Organise events

Skills/Qualities needed:• Understanding of

customer profiles• Mastery of language• Attention to detail• Strong technical skills• Investigative research skills• Adept multi-tasker• Innovative and creative• Skilful stakeholder management

Mark e t i n g Coo r d i n a t o r/Ass i s t a n tMar k e t i n g Coo r d i n a t o r/Ass i s t a n t



Customer Service Representatives are the relationship builders of a business — they are the glue that keeps a business connected to its customers.

Customer Service roles vary depending on the company and team, from processing customer orders and assisting customer queries, to handling complaints. Within the role, it is essential to communicate effectively, listen well and identify when an issue might need to be escalated.

Traditionally, the roles were primarily phone-based and situated in an office environment. Recently we have seen a shift in these roles. Representatives can utilise technology to work from home and communicate with customers across a range of platforms.

Duties include:• Resolve customer queries • Provide technical or

product support • Make and receive

customer calls• Update databases • Send and receive emails • Process invoices and orders• Follow up with suppliers

and/or couriers

Skills/Qualities needed:• Clear communication • Active listening• Time management • Patience • Adaptable• Tech-savvy • Understanding of CRM

Cus t om e r S e r v i c e Re p r e s e n t a t i v eCus t om e r S e r v i c e Re p r e s e n t a t i v e

272726

”

Life isn’t about waiting for the storm to pass, it’s about learning

how to dance in the rain.

Vivian Greene

“”


Contract hourly rate:$25 to $30 + superannuation

The face of the company, Director of first impressions or concierge – whatever the title may be, the role is to make everyone entering the company feel welcome.

In regular times, ‘reception’ has always been a pivotal part of an office, especially for those companies with a client-facing nature such as finance and professional services. With remote working, we have seen a dramatic decrease in the demand for new roles and vacancies.

For some industries, the role of the Receptionist has manifested differently. Their Receptionists have adapted and learnt more administrative skills in being the ‘go-to’ person for basic administration duties.

Duties include:• Meet and greet clients• Maintain the reception area• Distribute mail and deliveries• Answer and transfer calls• Resolve queries

Skills/Qualities needed:• Ability to work autonomously• Strong customer service skills• Strong interpersonal skills• High EQ• Impeccable presentation• Willingness to learn and assist• Polished communication

Rec e p t i o n i s tRe c e p t i o n i s t

Contact UsLevel 10, 66 Hunter Street, Sydney, NSW 2000t +61 2 9002 0222e [email protected]

@est10recruitment

www.facebook.com/EST10/

www.linkedin.com/company/est10

https://www.instagram.com/est10recruitment/http://www.facebook.com/EST10/http://www.linkedin.com/company/est10https://www.instagram.com/est10recruitment/http://www.facebook.com/EST10/http://www.linkedin.com/company/est10http://www.est10.com.au

Director's noteMarket InsightsImplications for administrative professionalsEmerging skills in demandAdvice for job seekersAdvice for hiring managersPermanent salary rangesTemporary salary rangesSenior/C-Suite Executive AssistantOffice ManagerCustomer Service Team LeaderExecutive/Personal AssistantHuman Resources Coordinator/AssistantAdministration/Team AssistantMarketing Coordinator/AssistantCustomer Service RepresentativeReceptionist

Documents

The Black Swan Salary...The Black Swan metaphor was coined in 2007 by Professor Nassim Taleb. He says that for an event to be considered a black swan event, it must meet certain characteristics