Implementation & Training Officer

5 months ago

Melbourne, Australia Interclean Australasia Pty Ltd Full time

Interclean Group is a family-owned, Australian business with a friendly and dedicated team providing a full-service solution of innovative cleaning products, technology, and training services across the healthcare sector. We specialize in green science-based cleaning, always striving to understand emerging industry needs and create solutions for our customers.

We are seeking an Implementation and Training Officer on a full-time basis predominantly based in Sydney and Melbourne (but not limited to), reporting to the General Manager - Managed Services.

The role will suit an individual who has a can-do attitude, is confident in face-to-face interactions with customers in various roles/positions, is always willing to help others, and strives to deliver exceptional customer service.

The successful applicant will have their own vehicle with a current driver’s license, enjoys and is able to travel locally as well as interstate for at least 2-3 weeks in the month (or based on business needs).

**Key Responsibilities**:

- **Pilots and Implementation**_
- Assist in setting-up digital systems (iClean) for pilots and implementations.
- Ensure that customer handover from the Business Development Team is seamless and smooth, ensuring to liaise with the BD Team as required during the transition.
- Effectively liaise with external stakeholders and deliver first class experience on our full-service solution of innovative cleaning products, technology (software) and training services.
- Provide expertise and sound understanding of Managed Services and deliver solutions which instills confidence in our potential customers to partner with us.
- Effectively manage customer expectations with competing priorities and deliver desired outcomes with positive customer impacts.
- **Training & Continuous Improvement (audits)**_
- Develop understanding and expert knowledge of Managed Services products and techniques for Healthcare facilities.
- Facilitate onsite “hands on” practical and technical education and training sessions.
- Communicate effectively with all levels of staff onsite: Cleaners, Leading Hands, Supervisors, Area Manager, Facility Managers, Regional Quality Officers, and General Managers.
- Listen, read, and adapt to the environment, positioning the message and training accordingly.
- Tactfully manage customer expectations and the change management process/obstacles.
- Perform ongoing auditing and re-training of cleaners when required, to ensure they are appropriately skilled to perform their role using Managed Services products and software (iClean).
- Analyse customer performance dashboards to identify key areas for improvement and deliver focused training and support.
- **Administration & Customer Service**_
- Assist in the set-up of iClean software by loading sites and facilities to ensure the tasks and services are correct for roll outs/implementations when required.
- Provide product list checklists onsite and complete purchase orders where required.
- Produce timely audit reports for audited sites with high attention to detail.
- Attend team meetings, update tasks in centralised databases, spreadsheets and outlook calendars and work on best practice outcomes.
- Collaboratively work with respective team and internal stakeholders.

Participate in team brainstorming activities to drive process improvements to create efficiencies.
- **Personal Attributes**:_
- Ability to work in a dynamic and fast paced environment.
- Passionate about building positive stakeholder relationships.
- Highly organised and flexible.
- Positive and enthusiastic.
- Enjoys meeting new people with great interpersonal skills.
- Able to identify client needs and address issues with tact on site level.
- Solution-focused and pro-active ‘can do’ approach.
- Able to recognise when further training is required at the same time as promoting engagement and building positive relationships.
- Seek enjoyment from working in team and be self-motivated to work autonomously.
- Confidently engage with a range of internal and external stakeholders.
- Juggle competing priorities with an action orientated approach.
- Perform under pressure with a cool head and tact.
- Curiosity and willingness to continuous learning.
- Effective interpersonal communication with self-awareness and a passion to learn.
- Contribute ideas and offer solutions.
- Cert IV in Training desirable together with qualifications in Cleaning and Infectious Control.

**Qualification & Knowledge Background**:

- Proficient in Presenting and Training, in small to large groups.
- Experience and/or solid knowledge and understanding about the key issues associated with hospital or aged care facilities.
- Genuine interest in best practice cleaning and disinfection of facilities.
- Understand and/or been involved in quality control procedures, especially when it comes to accreditation and continuous improvement.
- Excellent written and verbal communication skills.
- Strong Office Admini

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