Are you passionate about empowering teams with the knowledge and tools they need to deliver exceptional customer service? Our client is seeking a proactive and skilled Knowledge and Training Officer to lead the development and delivery of internal knowledge content and training programs for their contact centre and customer-facing teams.
About the Role As the Knowledge and Training Officer, you will play a key role in ensuring staff are equipped with accurate, accessible, and easy-to-follow information that supports confident and consistent service delivery. You’ll manage knowledge systems, create engaging training materials, and collaborate with subject matter experts to continuously improve content and processes.
Key Responsibilities
- Write, edit, and improve internal content like help articles, call scripts, and SMS messages for customers.
- Work with experts to check and approve instructions and processes.
- Keep the contact centre’s internal website up to date and easy to use.
- Turn business processes into clear instructions or training for frontline staff.
- Create training materials and run sessions for new and existing contact centre staff.
- Look at call and performance data to find areas where content or training can be improved.
- Help out on the front line (e.g. listening to calls, live support) to stay in touch with team needs.
- Support the team with tools like Microsoft Teams and other systems.
- Review current training and knowledge processes to find what’s missing or not working well.
- Suggest and make changes that help staff feel more confident and consistent in their work.
Essential Criteria
- Excellent verbal and written communication skills.
- Strong stakeholder engagement and relationship-building abilities.
- Experience in a similar role or within a contact centre environment.
- Organised and proactive, with the ability to manage multiple projects.
- Experience in training delivery and/or instructional design.
Desirable Criteria
- Experience with website CMS platforms.
- Understanding of SEO and accessibility best practices.
- Familiarity with digital collaboration tools (e.g., SharePoint, Teams).
- Certificate IV in Training and Assessment.
Additional Requirements
- Criminal background check required.
Please apply online, we look forward to hearing from you!
At Chandler Macleod, we are committed to fostering a diverse workforce where everyone is welcome. We encourage applications from Aboriginal and Torres Strait Islander peoples, women, neurodiverse, people living with a disability and the LGBTIQA+ community.
You can read more about our commitment to diversity and inclusion at https://www.chandlermacleod.com/diversity-and-inclusion.
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