Customer Experience Facilitator

4 weeks ago


Frankston, Australia Frankston City Council Full time

**Job no**: 493215
**Work type**: Full Time, Temp Full Time
**Location**: Frankston
**Categories**: Administrative, Services

An exciting 12-month parental leave secondment opportunity exists within Council's Customer Experience & Transformation department for a CX facilitator

This is a temporary full-time position (maternity leave replacement) **commencing 2**nd** December 2024** and **ending on 28 November 2025**.

**About the position**

Council’s Customer Experience & Transformation Department is seeking a Customer Experience Facilitator who will be responsible for developing the capabilities of the Customer Service team, facilitating training, user testing and contributing to key CX improvement projects. You will also oversee the ongoing maintenance and updating of the Knowledge Management System (KMS), ensuring it remains a valuable resource for the team.

The main responsibilities will include:

- Provide coaching and mentoring to the Customer Service team to align with CX improvement projects.
- Design and facilitate user testing for CX initiatives tailored to business needs.
- Conduct skills and competency analysis to address future needs and encourage continuous CX improvement.
- Collaborate with stakeholders to develop and deliver tailored training, communication, and presentations for CX projects.
- Provide targeted recommendations for training and development, ensuring alignment with organisation objectives.
- Analyse and evaluate existing training programs to assess impact and effectiveness.
- Assist in the development and implementation of quality frameworks across customer service functions.
- Oversee the ongoing maintenance, updates, and improvements of the Knowledge Management System (KMS).

Key projects in the next 12 months:

- Customer Experience Business Partnership Model
- Customer Service Capability Uplift Program
- KMS Uplift and maintenance

**About you**
- Experience in capability uplift and system optimisation, particularly in customer service environments.
- Relevant experience, ideally with an understanding of the unique operations of local government.
- Proven ability to work within a project team to deliver key projects on time and to a high standard.
- Strong skills in coaching, mentoring, and facilitating training programs.
- Experience in conducting skills analysis and tailoring development solutions.
- Familiarity with adult education principles and a passion for fostering continuous learning and improvement.
- Excellent stakeholder engagement skills, with the ability to collaborate across departments.

**Benefits of working at Frankston City Council**

Be part of a workplace that is looking to transform the way that we work and build on our values “Kinder, Fairer, Smarter”. As an employee, you will have access to benefits such as:

- Hybrid Working Model
- Flexible working hours
- Rostered Day Off
- Access to professional and career development opportunities
- Paid Parental leave
- Paid Christmas Shut Down Leave
- Free onsite parking (Civic Centre)
- Employee assistance programme
- Salary sacrifice gym membership at Peninsula Aquatic Recreation Centre.

This position is a Band 5 currently remunerated at $80,750.44 per annum, plus superannuation.

The for this role can be found on the Frankston City Council Careers page.

**Application Requirements**

In order to be considered for this position, please submit a resume and a cover letter clearly outlining why you should be considered for this position.

**Culture at Frankston**

Frankston City Council respectfully acknowledges the traditional owners, the Bunurong people, as the custodians of the land on which we live and work and their Elders past and present.

Council has zero tolerance for child abuse. Protecting children and preventing child abuse is embedded in the everyday thinking and practice of all Councillors, employees, contractors and volunteers.

We encourage you to talk to us about any adjustments or additional support you may require during the recruitment process, as well as how this role can be flexible for you.

**Pre-Employment Information**

You will need to provide evidence of your right to work in Australia, certified copies of your qualifications, a current Driver Licence and Working with Children Check. You must also be willing to provide a Pre-Employment Health Declaration and undertake a National Police Record Check.

**Advertised**: 30 Oct 2024 AUS Eastern Daylight Time
**Applications close**: 06 Nov 2024 AUS Eastern Daylight Time



  • Frankston, Australia South East Water Corporation Full time

    **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...


  • Frankston, Australia South East Water Full time

    About the RoleSouth East Water is seeking a highly skilled Customer Experience Improvement Specialist to join our team for an initial six-month period. As a key member of our organization, you will play a crucial role in enhancing the customer experience by mapping detailed processes and service blueprints, identifying inefficiencies, and driving...


  • Frankston, Australia The Salvation Army Full time

    Number of Positions Available: 1 Start your career with The Salvation Army today! - We are looking for compassionate people who share our mission and values, if you have the passion and drive to commit yourself to a challenging and rewarding role; we invite you to review our current vacancies. - ABOUT US - The Salvation Army is a Christian movement and...


  • Frankston, Australia Spendless Shoes Full time

    At Spendless Shoes, we're on a mission to provide exceptional customer experiences. We're looking for a talented Customer Experience Specialist to join our team.About the Role:As a Customer Experience Specialist, you'll be the face of our brand, delivering outstanding service to our customers. Your primary responsibility will be to create a warm and...


  • Frankston, Australia SCHNITZ Full time

    Work with Us at SchnitzWe are a family-oriented business passionate about serving authentic hand-crafted schnitzel and creating memorable dining experiences for our customers.At the Core of Everything We Do:Quality: We strive to deliver exceptional food quality that exceeds our customers' expectations;Compassion: We believe in treating every customer with...


  • Frankston, Australia Spendless Shoes Full time

    Spendless Shoes is Australia's most successful footwear retailer, with over 200 convenient stores and a huge range of styles to suit every family member.We're looking for a Customer Experience Champion to create a warm and friendly shopping environment, exceeding customer service expectations and making every visit an experience to remember.The ideal...


  • Frankston, Australia Super Retail Group Full time

    We are a passionate team at Super Retail Group looking for a strong leader to work with our management team and drive our success.About Our Assistant Store ManagersThey are leaders in guiding their teams to deliver excellence in customer service and sales, with impeccable attention to detail.Our ideal candidate is an experienced retail people leader who can...


  • Frankston, Australia Peninsula Health Full time

    **Join out fantastic team in beautiful beachside Mornington Peninsula**: - **Salary Packaging Available**: - **Casual position**: - **Classification range Community Development Worker Class 2A, Year 3 (XV12) - Community Development Worker Class 2B, Year 4 (XX10) ** **Who We Are and What We Stand For** Peninsula Health is the major metropolitan health...


  • Frankston, Australia South East Water Corporation Full time

    **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...

  • Training Facilitator

    2 weeks ago


    Frankston, Australia Max Solutions Full time

    Max Solutions is seeking a skilled Casual Trainer and Assessor to join our team in Frankston, VIC. As a trainer, you will play a key part in providing additional support to the team in the successful delivery of the AMEP and SEE program.The ideal candidate will possess strong knowledge of the VET sector and the National Standards for RTOs (2015), with...


  • Frankston, Australia Max Solutions Full time

    OverviewCasual Trainer Opportunities at Max SolutionsWe are seeking experienced and passionate trainers to join our team in delivering training programs across various sectors.About the RoleThis is a casual position that involves delivering training sessions when required, supporting the team in completing pre-training assessments, and contributing to the...


  • Frankston, Australia Max Solutions Full time

    About the RoleWe are seeking a skilled and dedicated Casual Trainer to join our team in Frankston, VIC. As a key member of our training team, you will play a vital role in delivering high-quality training programs that meet the needs of our students.Key Responsibilities:Deliver training sessions as required, using effective teaching techniques and strategies...


  • Frankston, Australia Bunnings Full time

    About the Role:At Bunnings, we're looking for enthusiastic and customer-focused team members to join our team. As a key part of our store operations, you'll be responsible for providing an exceptional shopping experience for our customers. This includes assisting with stock management, maintaining a clean and tidy store environment, and serving customers at...


  • Frankston, Australia GenesisCare Full time

    About the RoleWe are seeking an experienced Medical Receptionist to join our team as a Patient Service Officer. This is an exciting opportunity to work in a fast-paced administrative role where customer focus remains the top priority.As a Patient Service Officer, you will be the first point of contact for patients and provide excellent customer service both...


  • Frankston, Australia South East Water Corporation Full time

    **Who are we?**: As part of the Iota group, Priority Plumbing provides professional and trusted industrial and residential plumbing services to the South East region of Melbourne with uncompromising levels of quality and safety. In addition to traditional plumbing services such as dry and wet tappings, sewer clearances and residential plumbing, Priority...


  • Frankston, Australia peninsula plus Full time

    **_Peninsula Plus_** An opportunity exists to join the Peninsula Plus Team. We have an incredible culture and support each individual at Pen Plus to feel inspired, excited and connected to our work. We are located on the Mornington Peninsula and have three amazing hubs: Mornington, Frankston and Dromana. Our Team comprises Speech Pathologists,...


  • Frankston, Australia EssilorLuxottica Full time

    We are EssilorLuxottica, a global leader in the design, manufacture, and distribution of high-quality ophthalmic lenses, frames, and sunglasses. Our company combines two centuries of innovation and human endeavor to elevate vision care and the consumer experience around it.Our network of 18,000 stores includes world-class retail brands like Sunglass Hut,...


  • Frankston, Australia South East Water Corporation Full time

    **Customer Connections Pressure Sewer Team Leader**: **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...

  • Guest Experience

    5 months ago


    Frankston, Australia Ingenia Communities Full time

    You might not have heard about Ingenia before, and we tend to fly under the radar. Once you take a look into our dynamic, incredibly fast growing (ASX 200) business with a culture of creating community you'll be surprised by all the opportunities you'll find.- We are a leading Australian property group that own, operate and develop a fast-growing portfolio...


  • Frankston, Australia Bed Bath N' Table Full time

    Job OverviewAt Bed Bath N' Table, we are dedicated to helping our customers create wonderful and lasting memories with family and friends. To achieve this, we are seeking cheerful Christmas Stock Assistants to join our team in our large format stores.About the RoleWe are looking for individuals who can provide exceptional customer experiences by ensuring...