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Performance Capability Advisor

1 month ago

Bendigo, Australia State Trustees Limited Full time

Bendigo location, flexible work from home/office arrangement
- Salary circa $83,000 plus super
- Provide training and quality assurance to consultants to ensure excellent customer service
- Rewarding role in a fun and nurturing environment
- Applications close 28 August 2023

About Us
We are the public trustee of Victoria with a strategic vision to support Victorians in protecting and growing their legacy and financial wellbeing. With a sense of community, we offer critical financial and legal products and services including Will Writing, Powers of Attorney, Executor Services, Trustee Services and Personal Financial Administration.
About the Team
Our Client Service Centre is the first point of contact for many of our Financial Administration clients. It currently engages with our clients through inbound and outbound calls and online chat and resolves enquiries from clients who have been appointed by VCAT who no longer capacity have to manage their own affairs.
About the Role
As our Performance Capability Advisor, you will be responsible for developing and implementing capability uplift and learning and development initiatives to support the Client Service Centre Consultants. You will deliver and implement quality assurance, coaching, knowledge management and training activities. These activities will support the Service Centre Consultants to continuously develop their knowledge and capabilities, contributing to the continuous improvement of it services. You will also work collaboratively with the Service Centre Team Leaders and Workforce Planner.
Skills & Experience
- Certificate IV in Training and Assessment and/or equivalent work experience
- Experience in a regulatory-related (compliance, audit, quality assurance) area and/or equivalent work experience preferably in a Client Service Centre environment
- Experience in training and quality, preferably within a call centre or customer service environment
- Comprehensive understanding of performance development
- Excellent verbal, written and interpersonal communication skills
- Excellent analytical, planning and organisational skills
- Flexibility and adaptable to changes in work environment and prioritisation
- Active listening skills
- Basic computer literacy including competent use of Microsoft Office

Employee Benefits

**We offer a range of employee benefits including**:

- One-off work-from-home set up payment
- Career development
- Health and well-being programs
- Flexible working conditions
- Education assistance
- Purchased leave
- Employee assistance program
- Reward and recognition program
- Free Will preparation
- Retailer discounts
- Charitable workplace giving
- Employee social club

How to Apply
We recognise the power of diversity and creating an environment where all our people feel they belong and reflect the communities in which we live, work and serve. We care about recruiting the best people, regardless of gender identity, age, ability, sexual orientation or cultural background. If you think you can do the job and would be a great fit for our team, we'd love to hear from you.

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