- Support the delivery of high quality, consistent and customer focused service across Council
- Camberwell location, full time ongoing role

- $87,101 - $100,905 salary per annum (Plus super and RDO)

Great opportunity for a Quality and Training Officer to join our Customer Connect team and support the delivery of high-quality, consistent and customer-focused service across Council .

A little bit about the role The Customer Connect team prides itself on playing a front facing role in line with the customer Experience Improvement Strategy to achieve exceptionally high customer satisfaction. The Quality and Training Officer works collaboratively with Customer Connect, the Customer Operations Team and employees across Council to strengthen service capability and support the delivery of an exceptional customer experience.

In this multi-skilled role, the Quality and Training Officer will review and monitor customer interactions and feedback to identify coaching, training and improvement opportunities. This key role will develop and deliver training modules, undertake quality evaluations in line with the Customer Connect Quality Framework, and help maintain accurate and reliable knowledge management content.

Key responsibilities include~

- Conducting quality evaluations in line with the Customer Connect Quality Framework.

- Identifying coaching and training opportunities through customer interactions, feedback and quality review processes.

- Developing, coordinating and delivering engaging face-to-face and virtual training for Customer Connect and wider Council audiences.

- Supporting continuous improvement initiatives that enhance customer satisfaction and service consistency.

- Maintaining knowledge management content to ensure information is accessible, reliable and up to date.

- Working professionally with internal and external stakeholders, including consultants, vendors and service providers where required.

A little bit about you

You will have contemporary contact centre experience, strong communication skills and a practical understanding of quality,



training and knowledge management practices. You will be confident in engaging with diverse stakeholders, sharing knowledge, providing objective feedback and tailoring training materials to suit different audiences.

To be successful in this role, you will have~

- Demonstrated experience developing, coordinating and delivering training in a contemporary contact centre environment, face to face and virtually
- A working knowledge of Agile methodologies preferably in the context of a Contact Centre.

- Demonstrated ability to build capability by coaching, educating and sharing knowledge with others.

- Strong planning, prioritisation and self-management skills, with the ability to manage competing demands.

- Sound judgement, initiative and resourcefulness, with the ability to work effectively as part of multidisciplinary teams.

- Experience using customer request management systems, knowledge management systems, corporate systems and Microsoft Office applications.

- Highly developed written and verbal communication skills and a team-oriented approach to problem solving.

- A qualification in training or relevant experience in teaching, training, assessment.

Want to know more

You can connect further and gain a better insight into this opportunity by reviewing the

Employment requirements

- Applicants must have the right to work in Australia

- Preferred applicants will be required to undergo a National Police Record Check

How to apply

If you are passionate about customer experience, continuous improvement and building the capability of others looking to make a meaningful contribution, we would love to hear from you. Please submit your application online via the ‘Apply’ button.





All applications must be made via the online portal by Thursday 10 September 2026 at 11.59pm. No applications direct to the hiring manager or from recruitment agencies will be considered.

For a confidential discussion about this position pleasecontact David Leonard, Coordinator Customer Operations via email

If you want to know more about the benefits of working for the City of Boroondara, please visit our borooondara.vic.gov/careers

I f you wa nt to know more about the benefits of working for the City of Boroondara, please visit our careers website The City of Boroondara is committed to providing systems that are accessible to as many people as possible. We understand that this portal may not meet the needs of people who rely on Assistive Technology or have other diverse requirements. If you have any difficulty using our recruitment system, please do not hesitate to contact People Culture and Development on (03) 9278 4401 or to allow us to help in any way we can.

Council recognises the benefits of a diverse workforce for its employees and customers. To ensure equity of access to employment opportunities, Council encourages applications from underrepresented groups including people who are from an Aboriginal and Torres Strait Islander background, people from different ages, abilities, gender identities, sexual orientation and cultural backgrounds. If you require any additional support or adjustments regarding interview arrangements, please advise the contact listed above in advance.

Council is a child safe organisation and as such, some positions may require the incumbent to hold a Working with Children Check.

Working together

We are currently undertaking an exciting project that will see a transformation in the way we work and the way we serve our customers. Implementation of the Transforming Boroondara Program will provide a customer centric model of service delivery that includes technological innovation, process improvement and business system renewal - we value your input and look forward to our journey ahead.

#S-DNI

📌 Quality and Training Officer (Melbourne)
🏢 City of Boroondara
📍 Melbourne