AddressThe City of Casey is one of Victoria’s largest, fastest growing and most diverse cities. The Council plans and delivers quality services and infrastructure for the more than 400,000 residents who call Casey home.
Our workspace is located within Bunjil Place, a must-visit destination nestled within Narre Warren in Melbourne’s south east. Bunjil Place reflects and enhances the city’s rich diversity by providing an energetic and cosmopolitan atmosphere through a lively community meeting place.
Our Benefits:
Benefits | City of Casey
- A supportive learning culture where you can grow your career and even your qualifications.
- A hybrid and flexible workplace.
- Multi-award-winning architectural office building with equipped Kitchens, onsite Café, Library, and so much more.
- 2 minutes’ walk to Westfield shopping centre, free onsite carpark, gym/pool with discounted memberships and free workout Wednesday.
We live our values of dreaming big,empowering each other, and making our community proud.
A bit about the role
The Transformation Customer Service Training Facilitator will design and deliver training programs for the customer service delivery model project. You will work with relevant teams to create materials, conduct sessions, and assess training effectiveness.
You are also required to undertake the development, facilitation, and evaluation of training programs and activities and ensure that we deliver customer centric service with a key focus on first contact resolution.
What you’ll deliver
- Collaborate with project stakeholders to ensure everyone understands the project objectives, scope, and training needs.
- Conduct training needs assessments and customise training programs to meet specific needs and learning styles.
- Collaborate with the customer service training officer and training developer to design and develop training materials, utilising process maps and knowledge base articles. This includes, presentations, guides, and, when feasible, online resources.
- Deliver engaging and interactive training sessions to customer service officers, leaders, and other stakeholders.
- Monitor and evaluate the effectiveness of training programs through feedback, assessments, and performance metrics.
- Work closely and collaboratively with the Knowledge Management Officer to provide feedback and process improvement opportunities where necessary on knowledge base articles to support learning outcomes.
What you’ll bring
- Proven extensive knowledge of modern contact centre operations, including quality assurance practices, training needs and methods, and performance indicators.
- Ability to translate customer experience vision and goals into a training program for frontline staff.
- Knowledge of and experience in training and development including conducting training needs analysis; training delivery and evaluation; competency-based training; learning and development packages.
- Appropriate knowledge and experience of contemporary trends in training and adult learning principles.
- Possess strong and engaging facilitation abilities in conducting coaching and training sessions for large audiences. Ability to produce project plans and effectively monitor performance to deliver learning solutions that meet staff needs.
- Strong ability to pick up new learning technology with ease, including web based, LMS and publishing tools (desirable).
- Willingness to undergo pre-employment background checks including National Criminal History Check, Working with Children Check and Eligibility to Work check.
- A curious, collaborative, and inclusive community mindset.
What’s next?
If you think this role might be for you, we would love to hear from you.
Please apply by following the links and attaching a cover letter and resume. We do not require any selection criteria to be addressed.
Position Description: Training, Development and Facilitation Officer
To find out more about the role, please contact Verity Peterson, Senior Project Manager - Customer Implementation, on 9792 7095 and *********@casey.vic.gov.au.
Applications will be accepted until 11.55pm on Sunday 12th May 2024.
We encourage people with a disability, lived experience of disability, Aboriginal and Torres Strait Islanders and people from culturally diverse backgrounds to apply for this position.
The City of Casey has zero tolerance for child abuse and is committed to creating and maintaining a child safe organisation where protecting children and preventing and responding to child abuse is embedded in the everyday thinking and practice of all employees, contractors and volunteers.
The City of Casey reserves the right not to make any appointments for this position.
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