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Knowledge and Training Officer

3 weeks ago

Newcastle, Australia Hunter Water Full time

Get the balance right - flexible working options available
- Ongoing career development opportunities
- Support the sustainable delivery of an essential service to the Lower Hunter community

We are seeking a Knowledge and Training Officer to join our Customer Experience Operations Group, in our Customer Service Division.

**Our Company**

At Hunter Water our Values define who we are as an organisation and how we behave. We strive to live these Values and it is shown in the work we do and the way in which we interact with each other.

At Hunter Water we fundamentally believe in and commit to diversity and inclusion. We value an individual's unique capabilities, backgrounds, experiences and characteristics. We rely on these diverse perspectives to drive innovation and collaboration, to deliver the best outcome for our customers and communities.

We are embarking on a new strategic direction to build a more innovative, collaborative and resilient organisation that is a thought leader in developing a sustainable water and wastewater future.

At Hunter Water we offer a range of employee benefits. For this position, these will include, but are not limited to:
Excellent flexible working and additional leave benefits including:

- Additional Public Holidays, RDOs
- 5 days additional paid Carers Leave per annum
- Paid Community Service Leave
- 14 weeks paid Parental Leave for both parents
- Access to hybrid work and other flexible options

Health & Wellbeing benefits including:

- Fitness passport
- Access to discounted health fund and health services
- Access to the Employee Assistance program

Remuneration & Hours:

- 35 hour working week
- Reward and Recognition Program
- Base salary range of $75,613 - $83,833 plus Superannuation

**The Opportunity**

As the Knowledge and Training Officer you will manage knowledge and training to support the contact centre and other staff interacting with customers to deliver an exceptional customer experience.

**What you'll do**:

- Translate business processes into clear and practical instructions or training materials for frontline staff members across a range of topics
- Develop training material and run onboarding and upskilling sessions for contact centre staff
- Analyse interaction data and agent performance data to identify to identify gaps or opportunities for knowledge and content improvement
- Provide frontline support (e.g. call listening, live response) as needed to stay connected with the team’s needs and ensure training and content remain relevant and practical
- Critically review our existing knowledge and training processes and identify gaps or inefficiencies
- Proactively recommend and implement improvements that support more confident and consistent frontline service delivery
- Demonstrate strong analytical skills to connect knowledge management with agent performance data and customer experience outcomes

**What you'll need to be successful**:
**Essential Criteria**:

- Excellent verbal and written communication skills
- Strong relationship-building abilities with internal stakeholders
- Experience in a similar role or strong experience within a contact centre environment
- Proactive and organised, with the ability to manage multiple projects at once
- Able to work both independently and collaboratively across teams
- Experience in training delivery and/or instructional design
- Certificate in Training and Assessment

**Desirable Criteria**:

- Experience using website Content Management Systems (CMS) to publish and update content
- Knowledge of SEO and accessibility best practices
- Experience with digital collaboration tools (e.g. SharePoint, Teams)

**Application Steps**:
To be considered for this position applicants must submit a cover letter addressing the Selection Criteria above and provide a current resume.

Please click to view the Position Description.

**Application closing date**:**11pm,**Sunday 17 August 2025.

**Contact**: Donna Stephen **Phone**: 0427 824 395