Capability Trainer

Who are we?

We’re here to help people live well and create a better and more sustainable future. We support healthy and liveable communities by delivering water, sewerage and recycled water services to 1.77 million people who rely on us every day and every night. At South East Water, we innovate with purpose and act with care to deliver healthy water for life. Fresh thinking and collaboration are at the heart of our organisation. We are constantly learning, embracing the challenges of today and excited by the opportunities that tomorrow will bring.  

The role

A fabulous secondment/fixed term opportunity is now available for candidates interested in diversifying their skills and experience by taking on the role of Capability Trainer in the Customer Experience group until the end of May 2025

Reporting to the Capability Leader and forming part of our broader Customer Experience group, the role will contribute towards the delivery of our group vision; ‘delighting our customers now and into the future’ and enhancing customer trust and reputation. These elements are critical to South East Water’s success and are directly aligned with our five customer outcomes: Get the basics right, always. Make my experience better. Warn me, inform me. Fair and affordable for all. Support my community, protect our environment.

Our philosophy of building purposeful relationships with our customers, providing value now and into the future is underpinned by our Customer Interaction Framework. The Capability Trainer will support the learning and development objectives of team members and strategic training objectives, thereby uplifting capability across teams to achieve desired customer outcomes.

Key accountabilities include, but aren’t limited to the following:

• Facilitating training, coaching and development activities.
• Analysing skill gaps, recommending and facilitating training programs, and assessing training effectiveness.
• Assisting the design, development and implementation of an engaging training program.
• Facilitating induction training for Customer Experience new starters.
• Assisting with design and implementation of skill enhancement programs.
• Identifying trends and insights from quality assessment analysis and delivering training where uplift is required.
• Developing and designing training programs and materials including facilitator guides, workbooks and visual aids.

Who are you?

To be successful in this role, candidates will require the following skills, knowledge and experience:

• Certificate IV in training and assessment is preferred but not essential.
• Previous experience using or training on Salesforce CRM
• Excellent verbal and written communication skills with the ability to confidently communicate.
• A passion for building capability and drawing the best out of team members.
• Ability to plan, design, and curate effective and engaging training material.
• Prior experience in delivering training to customer service, administrative, and/or technical teams required.
• Strong organisational skills and the ability to facilitate varying training groups seamlessly.
• The ability to deliver constructive feedback to trainees and at times to existing customer focussed groups/individuals.
• Confidence in the use of technology and the MS Office suite highly regarded.

What's in it for you?

Working at South East Water means you can enjoy a wealth of benefits, starting with the chance to be part of an organisation deeply committed to environmental initiatives and sustainability; one who has been recognised as one of the top 101 Workplaces for Women in Australia by Work180 for the past two consecutive years.   

South East Water cultivates a dynamic culture that emphasises collaboration and strong work ethics, supported by career-focused learning and development opportunities.

This role is remunerated at a Level 4 which is between $101,563 and $114,918 + super and offers are commensurate with the successful candidates' experience.
 

We're for everyone

Our people are as diverse as the communities we serve. It makes us better learners, thinkers and collaborators, helping create better outcomes for our customers.  

We are deeply committed to Diversity, Inclusion, and Belonging, and we encourage applications from Aboriginal and Torres Strait Islander peoples, LGBTIQ+ individuals, people with disability and jobseekers of all ages and cultures. We aim to provide an inclusive, accessible workplace where everyone is welcome, safe, and celebrated. If you need any help with the application process or would like to discuss your reasonable adjustments during interviews, please reach out to our Talent team at careers@southeastwater.com.au. 

Keen to make an impact?

Click here to check out the position description. We're accepting applications for this exciting opportunity until Tuesday 3 December 2024

This role is remunerated at a Level 4 which is between $101,563 and $114,918 + super and offers are commensurate with the successful candidates' experience.

South East Water operates a 24/7 service environment. Whilst this role does not involve after-hours rostered duty, all employees may be required to provide out of hours support from time to time as required.