Training And Quality Officer - Contact Centre

• Exciting training opportunity in Contemporary Contact Centre
• Flexible hybrid, supportive work environment - minimum 2 days office per week
• Full-time, permanent, $79,701pa plus super and RDOs
   

About Us - We’re looking to give customers great experiences

Are you looking to join an organisation that is an industry leader supporting important local community services.

At Boorondara we are committed to becoming a truly customer-centric organisation. This role is all about shaping our future with a complex range of programs being delivered as part of our exciting Transforming Boroondara roadmap.

We offer flexible hybrid working arrangements along with being in a prime Camberwell location surrounded by leading cafes, restaurants and other key amenities making this a fantastic work lifestyle opportunity.

About the role

We are looking for a passionate Training and Quality Officer who will be responsible to support an ongoing program of continuous improvement and service enhancements that will benefit the customer and employee experience.

You will be responsible for reviewing and monitoring interactions and feedback to identify coaching and training opportunities, to drive continuous improvement initiatives within Customer Connect, and for developing and delivering training modules to address those opportunities.

The Training and Quality Officer will provide quality evaluations within the Quality Framework and develop and deliver a broad range of training to enhance the Customer Experience to Customer Connect and the wider organisation as required.

You will also be responsible for maintaining the content in the knowledge management system to ensure all information is accessible, reliable and up to date.

This is a multi-skilled role, and duties are rotated with others in the team. This role is a full time role, with a minimum of 2 days a week onsite and as required by the business.

About you

To be successful you will be open to experimentation and learning and have a demonstrated customer centric approach to initiatives. You will have experience in developing, coordinating and delivering training in a contemporary Contact Centre environment.

You know how to build the expertise and capability of others and are able to influence and educate stakeholders in a way that balances both the employee needs and the organisation.

You will bring extensive experience using customer request management systems, internal corporate systems, and Microsoft Office standard suite and have a working knowledge of Agile methodologies, preferably in the context of a Contact Centre. Certificate IV Training and Assessment would be highly valued.

Want to know more?

Read our position description.

Employment requirements

• Applicants must have the right to work in Australia.
• Preferred applicants will be required to undergo a National Police Record Check
• All City of Boroondara employees must be fully vaccinated. Appointment of the successful candidate will be subject to provision of evidence of vaccination status or medical exemption prior to commencement.
   

How to apply

Please submit your application online via the ‘Apply’ button by 11:59 pm Thursday 18th April 2024. All applications must be made via the online portal; no applications direct to the hiring manager or from recruitment agencies will be considered.
 

If you want to discuss the opportunity more and see if it might be a good fit for you, please contact Nicholas Kelly, Team Leader Training and Quality via email on Nicholas.kelly @boroondara.vic.gov.au

Council recognises the benefits of a diverse workforce for its employees and customers. To ensure equity of access to employment opportunities, Council encourages applications from underrepresented groups including people who are from an Aboriginal and Torres Strait Islander background, people from different ages, abilities, gender identities, sexual orientation and cultural backgrounds. If you require any additional support or adjustments regarding interview arrangements, please advise the contact listed above in advance. Council is a child safe organisation and as such, some positions may require the incumbent to hold a Working with Children Check.

Working together

We are currently undertaking an exciting project that will see a transformation in the way we work and the way we serve our customers. Implementation of the Boroondara Customer First Program will provide a customer centric model of service delivery that includes technological innovation, process improvement and business system renewal - we value your input and look forward to our journey ahead.