Learner Experience Coordinator

Organisation/Entity: Transport For NSW- Job Category: Information & Communication Technology- Job Location: Petersham, NSW, AU, 2049- Job Ref No: 79897- Employment Type: Fixed Term Full-Time- Salary Range: $94879.0-$104367.0**About us**

Transport for NSW keeps our State moving by providing safe, integrated and efficient transport systems. We put our customers at the centre of everything we do - and we do a lot. We connect people, communities and industry and manage how they use our road, rail and maritime networks and services, and even active modes like walking and cycling. The work we do connects the journeys you take every day.

We are a state government organisation made up of more than 28,000 people and we're in the middle of delivering the largest transport infrastructure program in Australia's history. We work across planning, policy and procurement, harnessing data and technology to develop smarter and more adaptive transport solutions.

That means job opportunities in metropolitan and regional areas right across NSW - you have the chance to be part of creating a lasting legacy that will benefit generations to come.

**About the team**

This is a professional team of Learner Experience Coordinators** **who ensure all learning enquiries are met and that each learner has an exceptional experience, throughout the learning journey, which includes supporting enquiries regarding the use of Transports learning system - Success Factors.

**The opportunity**

Right now, we have two opportunities for Learner Experience Coordinators to join us in the Learner Experience team. The Learner Experience Coordinator (systems) role is for 12 months and the Learner Experience Coordinator is for 6 months.

The Systems role provides a high standard of customer service in the resolution escalated level 2 type enquiries from learners using the various Transport Learning Systems.

The role plays an active part in supporting the Manager, Learner Experience in identifying and implementing opportunities for service delivery improvement in all areas of operations including resource management, building skills and capabilities in the team, and continuously improving processes, systems and the knowledge base.

The second role focuses on providing assistance to enquiries regarding online learning.

**Key accountabilities - Systems role**
- Provide accurate and detailed information to assist learners who are using any of the Transport learning systems, including both functional assistance along with troubleshooting issues and either resolving or appropriately escalating on behalf of the learner.
- Accountable to find resolution for enquiries and transactions as well as ensuring that all open tickets, are closed and resolved within agreed Service level Agreements Role Description Learner Experience Coordinator (Systems) 2

**Key accountabilities -**
- Accountable to provide accurate and detailed information to learners who are participating in accredited programs, including assisting their enrolment and registration into Student Management and Transport Learning Systems. This ensures that learners are fully aware of their obligations under the relevant state and federal guidelines.
- Accountable for finding resolutions to complex escalated enquiries and transactions as well as ensuring that all tickets are closed and resolved within agreed Service level Agreements.

Please click here to view a copy of the role description (Systems)

Please click here to view a copy of the role description

**About you**

You are a passionate Customer service Professional looking for an opportunity to make a difference at Transport for NSW.

You will have sound experience in assisting customers with technical enquiries. Ideally, you also have experience using the system SuccessFactors.

For the second role you will have sound experience in assisting customers with enquires relating to their learning journey. Ideally, you will have experience working in an RTO environment.

To be successful in these roles, you will need:

- Strong technical understanding of Learning Management Systems to troubleshoot issues directly for learners.
- Demonstrated knowledge and/or experience in a customer-centric service organisation such as a contact centre, service centre, shared service, corporate or managed service environment.
- Demonstrated ability to own the individual learner experience and advanced skill in building rapport, understand complex customer requirements and resolving the concerns of dissatisfied customers.
- Demonstrated understanding of Accredited Learning as they relate to the learner.

**Salary and Benefits**

The salary for this position is Grade 6A ($97,279) - 6E ($107,007) per annum plus superannuation and leave loading.

For more information on Employee Benefits at TfNSW please click here.

**Interested?**

Joining Transport for NSW, you’ll have access to a range of unique government benefits in a flexible work environment like no other. If