Service Innovation Program Specialist

3 days ago

Perth, Australia Synergy AU Full time

The time to join Synergy has never been more exciting because you’ll be helping us to deliver on our commitment towards becoming a net zero carbon emission business by 2050.

We are investing $3 billion in large-scale renewables development and creating unlimited opportunities for our people to contribute to the growth of innovative solutions in our operations as we invest. This is your chance to help us transform the energy industry and build a more sustainable future for Western Australia.

Synergy is proud to be Western Australia’s largest electricity generator and energy retailer. We deliver secure electricity to homes and businesses throughout the Southwest Interconnected System (SWIS) from Coral Bay in the north, to Kalgoorlie in the east, and to Esperance in the south

Click here to discover more about how Western Australia’s energy landscape is evolving to become more sustainable.

**Role Summary**:
The Service Innovation Program Specialist is a newly created opportunity in our Performance and Capability team based at our Perth CBD office.

The Service Innovation: Program Specialist develops a holistic training strategy for the Customer teams and manages the planning, design and delivery of all learning and development needs, including team specific onboarding program, training content generation and competency assessment in line with the overall Service Innovation program. The deliverables of the role are critical for improving team culture, engaging people, and improving the efficiency of business operations.

This role is a 6-month max-term, part-time opportunity

**Key responsibilities of the role include**:

- Develop Customer specific training strategy, including training needs analysis looking at gaps that exist across teams.
- Manage training projects from inception through to evaluation and review.
- Design and implement new L&D products, services, and enhancement training programs, user guides, materials, and communications
- Coaching support and training for team members attending to traumatic events to be better equipped and to develop their own coping strategies
- Setup governance framework around maintaining user training records.

**What you’ll bring**:

- Tertiary education in learning and development, psychology, communication or other related field is preferred
- Certificate IV in Training and Assessment or higher
- More than 8 years of experience in the relevant field, preferably for call centres/customer service centres
- Strong experience in the development and delivery of contemporary learning development
- Experience in designing engaging and customised end user learning material that uses a blended learning approach that is holistic across skill, technology and behaviour improvements

**What we offer**:
Working for an employer of choice also means you will enjoy:

- Flexible work arrangements
- Professional Development Opportunities
- Purchased Annual Leave
- Best practice parental leave
- Visa sponsorship and relocation assistance where applicable

Click here for a full list of our benefits

**Every Voice Matters**

Our employees have a choice to work for Synergy and it’s a choice we respect and value. In addition to our focus on creating a greener future, Synergy is committed to its ‘people first’ culture and providing an exceptional place to work where our people experience a sense of belonging and have opportunities to learn and grow.

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