Address- Be part of City of Casey’s 4 year Transformation Project
- Comprehensive Training & induction | WFH Days + Flexible Hours
- Full-Time Limited Tenure (March 2025) + Monthly RDO
- Band 5: Salary starts at $76,940 +Superannuation
The 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 Customer Service Training Development Officer will be design, develop, and revise training materials to support the implementation of a tiered skills-based customer service delivery model.
You will be required to collaborate with subject matter experts and stakeholders to analyse training needs, create content outlines, and develop engaging learning materials aligned with objectives.
Work closely with a multidisciplinary project team and service areas to identify training needs, create materials and assess the effectiveness of initiatives for delivering customer-centric service with a focus on first contact resolution.
What you’ll deliver
- Collaborate with relevant team members to draw on process maps and knowledgebase articles, design and create training materials, including presentations, guides, and where practicable online resources.
- Collaborate with SMEs, trainers, and project stakeholders to gather training requirements and understand learning objectives.
- Design and develop engaging and interactive training content, including presentations, e-learning modules, videos, job aids, and assessments.
- Perform quality assurance checks to verify that content is free of errors, accessible, and compliant with standards. Stay updated on industry trends, technologies, and best practices in training and development.
- Conduct training needs assessments and customise training programs to meet specific needs and learning styles.
What you’ll bring
- Proven experience in instructional design, content development, or e-learning development.
- Proficiency in authoring tools such as Articulate Storyline, Adobe Captivate, or similar e-learning platforms.
- Strong understanding and knowledge of contemporary trends in adult learning theory, instructional design models (e.g., ADDIE), and learning management systems (LMS).
- Excellent writing, editing, and proofreading skills, with attention to detail and accuracy.
- Ability to work collaboratively in a team environment, manage multiple projects, and meet deadlines.
- Experience with graphic design, video editing, or multimedia development is a highly advantageous.
- Strong communication skills, attention to detail, and the ability to adapt to changing priorities and technologies are essential for success as a training content developer.
- Proven extensive knowledge of modern contact centre operations, including quality assurance practices, training needs and methods, and performance indicators.
- 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 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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