Wanted: A high performing Coordinator passionate about delivering excellent training and process improvement.
About the team/business unit
The Customer Experience team is a new team being established within the Registration and Customer Service Business Unit. This team will develop a holistic view of customers across Landgate and work with each business unit to improve the customer’s experience. The team will support the Customer Service team and other business units through delivering high quality customer service and customer focused solutions for complex customer enquiries. In addition, the team is responsible for providing support to the Customer Service team through incident management, knowledge management, customer service training and system testing (UAT).
About the role
The Customer Training and Assurance Coordinator is essential in delivering high-quality customer service by coordinating and delivering technical and service skill training for the Customer Service Team. This role focuses on improving the competencies of both new and existing team members, ensuring they are equipped with the necessary skills to excel. The coordinator analyses emerging trends and skill deficits within customer service teams, supporting the creation and delivery of relevant training, coaching, and assurance content. Additionally, the coordinator updates outdated knowledge artifacts and training materials to keep the business at the forefront of best practices, industry standards, and adapting to changing regulations and services.
Through proactive leadership, this role significantly enhances service quality and customer satisfaction, delivering superior outcomes for the business. The coordinator supports strategic planning to recommend and implement improvements in customer service practices, identifies emerging service trends, and develops training content to support new service delivery practices. They also coordinate the update of customer-specific knowledge management content, schedule training in collaboration with line managers, and provide one-on-one coaching to new starters to meet training milestones.
This is a Permanent Full-Time position
If you would like further information, please contact, Glen Jacobsen, Senior Manager Customer Experience, on 08 9273 7139 or email Glen.Jacobsen@landgate.wa.gov.au (but please don’t send your application here).
About Landgate
Landgate is Western Australia’s land information authority. Through efficient and contemporary land information services, Landgate contributes to WA’s economic security and prosperity. We support our customers through our trusted data and services, which underpin WA land titles, property information and valuations, maps and location-based information. Landgate fosters a culture of inclusion, appreciating unique perspectives and opportunities that a diverse workforce generates. Our shared values help to define the culture of our organisation and highlight what is important to us. We offer a purpose-driven, collaborative, and flexible work environment, with opportunities to advance in your career.
We are committed to increasing First Nations representation across Landgate and creating and maintaining an inclusive and diverse workplace in line with our Reconciliation Action Plan. For Landgate to achieve this, we have applied Section 51 of the Equal Opportunity Act 1984 to this recruitment process. This vacancy is open to all interested applicants however First Nations peoples are encouraged to apply and if deemed suitable, will be prioritised for appointment. What does this mean? See our FAQ for more information. We encourage Aboriginal and Torres Strait Islander peoples to contact Jobs and Skills WA on 13 64 64 for additional resources to support your application.
Landgate is a safe and inclusive workplace that embraces diversity and firmly believes the best results come when varied viewpoints are welcomed and encouraged every day. We encourage people from all diversities to apply and are committed to increasing representation of First Nations people, youth, people with disability, people from the LGBTQIA+ community and people from culturally and linguistically diverse backgrounds. Landgate has achieved White Ribbon Workplace Accreditation.
For more information on our agency, our values and employee benefits, visit our website.
Role Requirements
To be successful in this role, please demonstrate:
- Experience in Training and Coaching: Demonstrated experience in the delivery of training, coaching, or customer service assurance. This includes the ability to develop and deliver technical and service skill training programs that improve the competencies of team members.
- Communication Skills: Strong written and verbal communication skills with the ability to adjust your communication style to suit different audiences. This includes the ability to effectively convey information and provide clear instructions to team members.
- Strategic Planning and Implementation: Proven ability to support strategic planning and recommend improvements in customer service practices. This includes identifying emerging service trends i.e. contemporary use of AI tools and developing relevant training content to support new service delivery practices.
- Knowledge Management and Content Updating: Experience in updating and maintaining customer-specific knowledge management content. This includes coordinating the update of outdated knowledge artifacts and training materials to ensure compliance with best practices, industry standards, and changing regulations.
Applying for the role
If you don’t want to miss out on this great opportunity, apply now by:
- Submitting a Comprehensive CV outlining your experience and key achievements relative to the position.
- A covering letter of no more than two pages addressing the key criteria as outlined under role requirements. Please use this as an opportunity to tell us about some situations you have experienced that demonstrate these key criteria and the values we are seeking.
Submitting your application
All applicants are requested to apply online. Please select the “APPLY FOR JOB” button at the top/bottom of this advertisement. Should you encounter any problems lodging your online application please contact the Recruitment team at recruitment@landgate.wa.gov.au during business hours (8:30am to 4:30pm, Monday – Friday), prior to the specified closing time.
Eligibility to apply
To be eligible for appointment, applicants must have a valid working visa (for fixed term appointments) or be an Australian citizen, permanent resident, or have a visa to live and work indefinitely in Australia (for permanent appointments).
Other Important Information You Need to Know!
This vacancy will be offered on a permanent basis. If a similar vacancy in a similar location becomes available in this time, applicants deemed suitable may be considered.
The recommended applicant will be required to complete a pre-employment screening process prior to appointment. This includes provision of a current National Police Certificate that is less than twelve months old, declaration of any previous discipline or misconduct findings or allegations, and the verification of claims made throughout the recruitment process. It is the responsibility of the applicant to incur all costs associated with obtaining a National Police Certificate.
If you have any needs that require adjustments to allow you to fully participate in the application and assessment process, or alternative methods of communication, please contact recruitment@landgate.wa.gov.au.
