Peer Coach
3 days ago
You will be involved in the delivery of training to Client Information Officers including their extensive initial training program and an ongoing program of training and development to enhance their customer service, administrative and communication skills and improve their knowledge of the law and our legal system.
This role is part of the Information and Advice Services Division and supports the team to:
- Provide feedback, coaching and support to Client Information Officers to develop the skills and knowledge needed to ensure clients receive consistent information and access to services.
- Monitor performance, assess training needs, and provide targeted development activities to Client Information Officers.
- Provide guidance to Client Information Officers on technical systems, information database content and protocols for dealing with clients.
- Provide Client Information Officers with on the job coaching to assist them to reach and maintain the required level of competence and quality.
- Maintain records of the feedback provided and contribute information to performance and development plans for Client Information Officers.
- Prepare lesson plans, training content and materials, schedule training and organise presenters.
- Provide customer service in the contact (call) centre in peak periods to support the delivery of client services.
- Provide support to the Team Leaders as required to ensure coverage of operational hours.
- Contribute to the improvement of information databases by providing regular feedback on the appropriateness and usage of information.
- Actively participate in team planning and service improvement activities and comply with corporate responsibilities.
- Maintain a high standard of practice through governance and risk management.
- Model the values of respect, quality and accountability.This work is licensed under a Creative Commons Attribution 3.0 Australia License.
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