Training Officer

Are you passionate about setting people up for success?

Is developing people something that motivates and drives you?

We are seeking a Training Officer to join us and assist in delivering highly essential services to the Australian community. You will be playing a crucial role in delivering training programs to new and existing staff to achieve the client and contact centre's objectives.

The Opportunity and impact

Reporting to the Learning & Development Manager, you will coordinate and facilitate new starter training and upskilling of our existing team members. The training team and Training Officer role is crucial to our success. Supported by a diverse and inclusive team, there's opportunity for you to deepen your professional capability and grow your career.

The first few weeks in a new role and workplace is the most memorable. You'll be working hard to ensure our new starters have the best possible initial experience. This role directly enables new starters gain confidence in their roles, building connection to: their team, Serco and our client's purpose and values.

Success is measured on:

Managing and facilitating training programs to delivering on our contractual obligations.

· on-time delivery of training groups

· the learner experience, new starters leave training with confidence and competence in their role

· continuous improvement: seeking input from surveys and stakeholders to refresh training materials

· retention of new starters throughout the training program

About You

· must have a minimum Cert IV in training and assessment or equivalent

· bring a passion and experience in supporting others to learn and develop, understand and support different learning styles

· an understanding of contact centre operations (ideally)

· ability to be available to meet a training schedule in the office (usually 9AM-5PM on training days)

· can establish and ensure a safe and inclusive learning environment where everyone thrives

· warm and inviting interpersonal style; approachable, enthusiastic and engaging

· have high level of integrity

· have intuition and Emotional Intelligence to know who to help, what to say and to read the mood and needs of new starters

· eligibility to work for State Government (with appropriate working rights)

Daily you will:

· facilitate, deliver and support classroom style training programs

· use your admin skills to support the smooth operation of training and planning

· provide regular updates to stakeholders on the progress of training and any issues relevant to on-time delivery of training

· conduct observation, evaluation and assessment of candidate's learning outcomes and test results

· put the "Do" in "Learn/Do/Learn by supporting new starters and coaches with consolidation training (i.e. call taking)

What you will get:

· attractive remuneration package with additional benefits

· rewards and recognition program, including awards and corporate retail discounts

· opportunities to participate in broader leadership development and influence

· ongoing training tailored for your personal development plans

· friendly and diverse team with inclusivity and care at the heart of everything we do

· opportunity to work locally in Ballarat and as part of a team which delivers valuable services to the community

This is a position of trust and responsibility and to support this we will conduct a thorough probity assessment, which includes a national police check as an essential selection component for this role. Serco requires employees in this role to be fully vaccinated against COVID-19 to ensure the safety and wellbeing of our people. Please consider this requirement when submitting your application.

About Us

At Serco, you'll be part of a team of more than 60,000 people delivering essential services on behalf of governments and organisations around the world. We apply world's best practice, insights and technology across six key sectors: Citizen Services, Defence, Healthcare, Immigration, Justice and Transport. But no matter your role or where you're based, we each share the same goal – to bring service to life to make a positive difference every day. To learn more please visit

Serco values of Trust, Care, Innovation and Pride underpin everything we do. We are curious, creative and collaborative. Our people help in ways that matter.

We are committed to diversity and we encourage people to apply from different backgrounds. By joining Serco you will have access to our Global Employee Networks – SercoInspire (Gender), SercoEmbrace (Multicultural), SercoUnlimited (Disability) and (LBGTI+) Serco Employee Networks, led by colleagues who are passionate about diversity, inclusion and belonging.

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