Customer Training

Customer Training & Assurance Coordinator

Wanted: A high performing Coordinator passionate about delivering excellent training and process improvement.

About the team/business unit

The Customer Experience team is a new team within the Registration and Customer Service Business Unit. This team will develop a holistic view of customers across Landgate and work with each business unit to improve the customer’s experience. The team supports the Customer Service team and other business units through delivering high quality customer service and customer focused solutions for complex enquiries, incident management, knowledge management, customer service training and system testing (UAT).

About the role

The Customer Training and Assurance Coordinator delivers high-quality customer service by coordinating and delivering technical and service skill training for the Customer Service Team. The role focuses on improving the competencies of both new and existing team members, ensuring they are equipped with the necessary skills to excel. The coordinator analyses emerging trends and skill deficits, supporting the creation and delivery of training, coaching and assurance content. The coordinator also updates outdated knowledge artifacts and training materials to keep the business aligned with best practices, industry standards and changing regulations and services.

The role supports strategic planning to recommend and implement improvements in customer service practices, identifies emerging trends and develops training content for new service delivery practices. The coordinator schedules training in collaboration with line managers and provides one-on-one coaching to new starters to meet training milestones.

This is a Permanent Full-Time position

If you would like further information, please contact Glen Jacobsen, Senior Manager Customer Experience, on 08 9273 7139 or email Glen.Jacobsen@landgate.wa.gov.au (please don’t send your application here).

About Landgate

Landgate is Western Australia’s land information authority. Through efficient and contemporary land information services, Landgate contributes to WA’s economic security and prosperity. We support our customers through trusted data and services, underpinning WA land titles, property information and valuations, maps and location-based information. Landgate supports a culture of inclusion and diversity and offers a purpose-driven, collaborative, and flexible work environment with opportunities to advance your career. We commit to increasing First Nations representation and maintaining an inclusive workplace in line with our Reconciliation Action Plan. We apply Section 51 of the Equal Opportunity Act 1984 to this recruitment process. The vacancy is open to all interested applicants; First Nations peoples are encouraged to apply and will be prioritised for appointment where suitable. See our FAQ for more information. Aboriginal and Torres Strait Islander peoples can contact Jobs and Skills WA for resources to support your application.

Landgate is committed to an inclusive workplace and increasing representation across diverse groups. Landgate has White Ribbon Workplace Accreditation.

For more information on our agency, values and benefits, visit our website.

Role Requirements

To be successful in this role, please demonstrate:

- Experience in Training and Coaching: Demonstrated experience in the delivery of training, coaching, or customer service assurance. Ability to develop and deliver technical and service skill training programs that improve team competencies.
- Communication Skills: Strong written and verbal communication skills, with the ability to adjust style for different audiences and convey information clearly.
- Strategic Planning and Implementation: Proven ability to support strategic planning and recommend improvements in customer service practices, including identifying emerging service trends and developing training content for new service delivery practices.
- Knowledge Management and Content Updating: Experience updating and maintaining customer-specific knowledge management content and coordinating updates to training materials to ensure compliance with best practices and changing regulations.

Applying for the role

If you don’t want to miss out on this opportunity, apply now by:

- Submitting a Comprehensive CV outlining your experience and key achievements relative to the position.
- Providing a covering letter of no more than two pages addressing the key criteria under role requirements, with examples that demonstrate these criteria and values.

Submitting your application

All applicants are requested to apply online. Use the “APPLY FOR JOB” button at the top or bottom of this advertisement. If you have problems lodging your online application, please contact the Recruitment team at recruitment@landgate.wa.gov.au during business hours (8:30am to 4:30pm, Monday – Friday), before the closing time.

Eligibility to apply

To be eligible for appointment, applicants must have a valid working visa (for fixed term appointments) or be an Australian citizen, permanent resident, or have a visa to live and work indefinitely in Australia (for permanent appointments).

Other Important Information You Need to Know

This vacancy is offered on a permanent basis. If a similar vacancy in a similar location becomes available, suitable applicants may be considered.

The recommended applicant may be required to complete a pre-employment screening process, including a current National Police Certificate (less than twelve months old), disclosure of any previous discipline or misconduct findings, and verification of information provided during recruitment. Applicants are responsible for costs associated with obtaining the Police Certificate.

If you need adjustments to participate in the application and assessment process, or alternative communication methods, please contact recruitment@landgate.wa.gov.au.

Position details

Position Title: Customer Training & Assurance Coordinator

Agency: Landgate

Location: Midland Square

Unit/Division: Registration Services

Branch: Land Titles Regulation/Customer Experience

Work Type: Permanent - Full Time

Position No.: 3250020

Closing Date: 2025-10-03 3:00 PM

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