Capability Trainer

**Who are we?**:
We’re here to help people live well and create a better and more sustainable future. We support healthy and liveable communities by delivering water, sewerage and recycled water services to 1.77 million people who rely on us every day and every night. At South East Water, we innovate with purpose and act with care to deliver healthy water for life. Fresh thinking and collaboration are at the heart of our organisation. We are constantly learning, embracing the challenges of today and excited by the opportunities that tomorrow will bring.

**The role**:
Reporting to the Capability Leader and forming part of our broader Customer Experience group, the role will contribute towards the delivery of our group vision; ‘delighting our customers now and into the future’ and enhancing customer trust and reputation. These elements are critical to South East Water’s success and are directly aligned with our five customer outcomes: Get the basics right, always. Make my experience better. Warn me, inform me. Fair and affordable for all. Support my community, protect our environment.

Our philosophy of building purposeful relationships with our customers, providing value now and into the future is underpinned by our Customer Interaction Framework. The Capability Trainer will support the learning and development objectives of team members and strategic training objectives, thereby uplifting capability across teams to achieve desired customer outcomes.

Key accountabilities include, but aren’t limited to the following:

- Facilitating training, coaching and development activities.
- Analysing skill gaps, recommending and facilitating training programs, and assessing training effectiveness.
- Assisting the design, development and implementation of an engaging training program.
- Facilitating induction training for Customer Experience new starters across Customer Contact, and Affordability and Payments.
- Assisting with design and implementation of skill enhancement programs.
- Identifying trends and insights from quality assessment analysis and delivering training where uplift is required.
- Developing and designing training programs and materials including facilitator guides, workbooks and visual aids.

**Who are you?**:

- Certificate IV in training and assessment or demonstrated industry experience.
- Excellent verbal and written communication skills with the ability to confidently communicate.
- A passion for building capability and drawing the best out of team members.
- A facilitation style that builds credibility, empowers learners, and sparks enthusiasm.
- Ability to plan, design, and curate effective and engaging training material.
- Prior experience in delivering training to customer service, administrative, and/or technical teams required.
- An innovative mindset with natural agility and resilience.
- Ability to leverage data and insights to enhance capability and a future focused mindset.
- Strong organisational skills and the ability to facilitate varying training groups seamlessly.
- The ability to deliver constructive feedback to trainees and at times to existing customer focussed groups/individuals.
- A customer centric appreciation and understanding of the evolving nature of customer and organisational needs and expectations.
- Previous experience in a learning or organisational development role would be highly regarded.
- Confidence in the use of technology and the MS Office suite highly regarded.
- Leadership experience highly regarded.

**What's in it for you?**:

- A commitment to work-life balance with truly flexible working arrangements, including hybrid working, leave purchasing and RDO options.
- 14 weeks paid parental leave for all parents and paid super on unpaid parental leave
- A range of benefits, including free on-site parking and cultural leave.
- A great culture working in collaborative teams with strong work ethics.
- Career focused learning and development opportunities.
- The opportunity to be part of an organisation committed to environmental initiatives.
- Enjoy modern office facilities with panoramic beachfront views.

**We're for everyone**:
We do meaningful work, but how we do it is just as important. We’re here to help people live well, protect the environment, and keep healthy water and resources accessible and affordable for all. We know to make a positive difference we need to support our people to be their very best. Flexibility and innovation are at the heart of how we work. But it’s our people’s collective ambition, authenticity and differences that bring our culture to life.

Our people are as diverse as the communities we serve. Everyone brings a unique voice and a refreshing perspective that keeps us innovating. It makes us better learners, thinkers and collaborators, helping create better outcomes for our customers. Even though we’re all different, we still share a common goal to deliver healthy water for life.

**Keen to make an impact?**: