Customer Service Training & Information Officer

City of Stonnington; Melbourne; On-site; AUD 102,000 - 111,000; Full time

Benefits offered by this job

12% superannuation

Monthly accrued day off

Job summary

City of Stonnington is seeking a Customer Service Training & Information Officer to design, coordinate and deliver learning programs that boost employee capability and strengthen service delivery across the organisation. You will facilitate in-person training, support onboarding, manage the Customer Service training roadmap, and ensure information is accurate and accessible on knowledge platforms.

This permanent role combines training, knowledge management and stakeholder engagement within the

Qualifications

• Experience delivering training, onboarding or learning programs.
• Strong facilitation and presentation skills.
• Exceptional written communication and documentation skills.
• Experience creating training materials, procedure guides and knowledge articles.

Responsibilities

• Maintain and improve knowledge base systems and SharePoint resources.
• Collaborate with stakeholders to ensure information is accurate and up to date.
• Manage how information is created, stored, shared and communicated.
• Ensure staff have access to reliable and current information.
• Support smooth transitions during new system implementations, regulations and service initiatives.
• Facilitate workshops, coaching sessions and onboarding activities.

Skills

Training delivery

Facilitation

Stakeholder engagement

Knowledge management

Customer service

Education

Certificate IV or higher preferred

Experience in training delivery

Tools

SharePoint

Knowledge management systems

Job description

Customer Service Training & Information Officer

Stonnington City Centre, 311 Glenferrie Road, Malvern

As our Customer Service Training and Information Officer, you will you will be responsible for designing, coordinating and delivering learning programs that build employee capability and strengthen service delivery across the organisation.

You will facilitate training in a collaborative, in person environment, support new employee onboarding, manage the Customer Service training roadmap, and ensure information is accurate, accessible and current across knowledge management platforms.

This role combines training delivery, knowledge management, stakeholder engagement, system support and continuous improvement activities within the Customer Operations team.

Key Responsibilities:

• Maintain and continuously improve knowledge base systems and SharePoint resources.
• Collaborate with stakeholders to ensure information is accurate, up to date and well documented.
• Manage how information is created, stored, shared and communicated.
• Ensure staff have access to reliable and current information.
• Support smooth transitions during the implementation of new systems, regulations and service initiatives.
• Facilitate workshops, coaching sessions and onboarding activities.
• Create clear, easy to understand support materials and user guides.
• Provide Tier 1 helpdesk support for system access and user enquiries.
• Support User Acceptance Testing (UAT) activities and annual system upgrades.
• Assist with the development and execution of test scripts.

Join us in this full-time permanent role, offering a competitive salary range of $102,368 - $110,865, plus 12% superannuation and a monthly accrued day off.

What you’ll need to succeed:

• A certificate/degree or diploma in Certificate IV is preferred, though lesser formal qualifications may be acceptable with equivalent work experience.
• Experience delivering training, onboarding or learning programs.
• Strong facilitation and presentation skills.
• Exceptional written communication and documentation skills.
• Experience creating training materials, procedure guides and knowledge articles.
• The ability to build strong working relationships with a broad range of stakeholders.
• Strong organisational skills with the ability to manage multiple priorities.
• Experience using knowledge management systems, SharePoint or similar platforms.
• A customer-focused mindset and a passion for helping others learn and succeed.
• Experience supporting business system implementations, UAT testing or change initiatives will be highly regarded.

Enquiries

For enquiries relating to the system and the application process, please contact a member of the Talent Acquisition team on 8290 1333.

The City of Stonnington is a child-safe, equal opportunity employer valuing diversity and inclusion. We welcome applicants from all backgrounds.

Here at the City of Stonnington we aspire to be a leading local government authority and to do this we need the very best people who share our belief in community and who want to make a difference. We value everyone's contributions, lived experience and expertise. We provide an inclusive and respectful workplace culture where everyone is supported to thrive and be authentic. There is a variety of offerings available for our people, have a look at “Why Stonnington”.

If you have any support or access requirements or would like to speak to someone about employment please contact Council’s Talent Acquisition team on 8290 1333.