As our Customer Service Training and Information Officer, you will you will be responsible for designing, coordinating and delivering learning programs that build employee capability and strengthen service delivery across the organisation.
You will facilitate training in a collaborative, in person environment, support new employee onboarding, manage the Customer Service training roadmap, and ensure information is accurate, accessible and current across knowledge management platforms.
This role combines training delivery, knowledge management, stakeholder engagement, system support and continuous improvement activities within the Customer Operations team.
Key Responsibilities: Maintain and continuously improve knowledge base systems and SharePoint resources.
Collaborate with stakeholders to ensure information is accurate, up to date and well documented.
Manage how information is created, stored, shared and communicated.
Ensure staff have access to reliable and current information.
Support smooth transitions during the implementation of new systems, regulations and service initiatives.
Facilitate workshops, coaching sessions and onboarding activities.
Create clear, easy to understand support materials and user guides.
Provide Tier 1 helpdesk support for system access and user enquiries.




Support User Acceptance Testing (UAT) activities and annual system upgrades.
Assist with the development and execution of test scripts.
Join us in this full-time permanent role, offering a competitive salary range of $, - $, , plus % superannuation and a monthly accrued day off.
Desired Skills and Experience What you'll need to succeed: A certificate/degree or diploma in Certificate IV is preferred, though lesser formal qualifications may be acceptable with equivalent work experience.
Experience delivering training, onboarding or learning programs.
Strong facilitation and presentation skills.
Exceptional written communication and documentation skills.
Experience creating training materials, procedure guides and knowledge articles.
The ability to build strong working relationships with a broad range of stakeholders.
Solid organisational skills with the ability to manage multiple priorities.
Experience using knowledge management systems, SharePoint or similar platforms.
A customer-focused mindset and a passion for helping others learn and succeed.
Experience supporting business system implementations, UAT testing or change initiatives will be highly regarded.

📌 Customer Service Training & Information Officer (Melbourne)
🏢 City Of Stonnington
📍 Melbourne