Client Engagement Co-ordinator

Company: Centre for Excellence in Rail Training Pty Ltd
- Job Function: Training Operations
- Employment Type: Permanent Full Time

**About the Role**:
Are you passionate about delivering exceptional customer experiences? CERT is on the lookout for a proactive and client-focused Client Engagement Co-Ordinator to become the welcoming first point of contact for all client enquiries and service interactions.

In this dynamic role, you’ll be instrumental in creating positive first impressions - whether through inbound calls, chatbot conversations, or online requests. You’ll ensure enquiries are resolved efficiently or directed appropriately, while identifying opportunities to enhance the customer journey and improve internal processes. You’ll also support outbound campaigns such as training recertification reminders and program promotions, and help maintain the smooth operation of our marketing platforms.

This position reports to the Training Manager, QLD and works closely with the Salisbury Team.

**About You**:
**Essential Knowledge, Skills and Experience**:

- Demonstrated experience in a client-facing or customer service role.
- Strong interpersonal skills with active listening and empathy.
- Professional handling of inbound and online enquiries.
- Familiarity with CRM systems and/or chatbot platforms.
- Proficiency in Microsoft Office and digital communication tools.
- Ability to manage multiple priorities in a fast-paced environment.
- High attention to detail and a proactive, solutions-oriented mindset.
- Excellent written and verbal communication skills.

**Desirable Knowledge, Skills and Experiences**:

- Experience with marketing automation platforms (e.g., Klaviyo).
- Background in preparing quotes or proposals.
- Exposure to Registered Training Organisations (RTOs) and an understanding of Vocational Training.
- Familiarity with soft sales or account management.
- Understanding of customer journey mapping or experience improvement.
- Knowledge of the rail and civil construction industries (a plus).
- Interest in digital marketing, promotions, and campaign coordination.

**About Us**:
CERT Training, a subsidiary of Engenco Limited operates Australia wide and delivers nationally accredited training. Specialising in rail and infrastructure training CERT leverages extensive industry experience to deliver effective training solutions.

In addition, CERT Training delivers high-risk and specialised training, ensuring compliance with state and national legislation for the transport sector.

**Why Join Us**:

- **Competitive Remuneration**: Enjoy a competitive salary package, including salary sacrifice options, opportunities for overtime and Time Off in Lieu (TOIL).
- **Opportunities for Career Growth and Development**: Unlock your potential with professional development initiatives, such as our Learning Academy Scholarships to support your ongoing learning and career development.
- **Flexible Working Options**: We offer flexibility in hours and days as well as support hybrid working for eligible roles, to help manage a work-life balance.
- **Paid Parental Leave**: Up to 12-weeks paid parental leave for eligible employees.
- **Benefit Portal**: Get access to exclusive retail discounts and a range of wellbeing resources.
- **Appreciation**: We recognise and celebrate the contributions, achievements and milestones of our people.
- **Commitment to the Communities we work in**: Take advantage of our paid Volunteer Leave and be part of our Diversity & Inclusion and MakeSustainable Committees.

We would love to hear from you if you think this position is a match for you. If you don’t meet all the above listed criteria, we still encourage you to apply. We are dedicated to supporting growth and development, creating a workplace where everyone has the opportunity to succeed.
- We are proud to be an equal opportunity employer that fosters a diverse and inclusive workforce. Our culture is built on integrity, commitment, collaboration and excellence, where every employee is valued and respected, empowering them to bring their best selves to work. We welcome applicants from all cultures, identities and experiences._