* Title: Client Liaison: Emergency Planning & Training Services
* Location: Canberra, Australia
* Work Model: Hybrid
About Expert360:
Expert360 empowers more than 42,000 (and growing!) elite professionals around the world to find great work and be successful. Expert360 was founded in 2013 with a simple but powerful mission - to connect amazing people with great companies to get important work done.
We believe in choice, flexibility and empowerment. We believe if you can change the world of work, you can change the world. Come and join us in defining and bringing to life the future of work!
About the company:
Our client is a fast-growing provider of emergency management, first aid training, and consulting services, trusted by schools, aged care providers, government, and the private sector clients. Their services are delivered by current and former emergency services personnel and supported by our client's Academy, a newly developed learning platform.
They are undergoing a restructure to drive quality, scale nationally, and streamline their training compliance. As part of this, they are seeking a proactive and experienced Client Liaison to support their clients and operations across all services.
Their team is made up of former and current emergency service workers, and they bring real world experience into every course. The vibe is fun, proactive, and always ready to roll up their sleeves. They are now looking for someone equally passionate and adaptable to join as a Client Liaison/Officer.
About the role:
This isn’t just about admin or logistics - this is about relationships. You’ll be the primary point of contact for clients' training and emergency compliance, supporting them with:
o Smart onboarding
o Exceptional service delivery
o Seamless rostering of the right trainers
o And proactive care so they stay ahead of compliance needs, not behind.
You’ll work alongside their offshore Virtual Assistant, who handles course-by-course logistics and daily booking management. You’ll also contribute to bringing in new clients (if they have the capacity), support proposal creation, and help build long-term client value.
As they grow, you’ll play a big role in shaping the systems and experience that their clients rely on. You’ll be working closely with the CEO and Director of Training to improve how they roster, quote, communicate and deliver across multiple service lines.
Core Responsibilities:
Client Care & Account Management
o Own the end-to-end experience for our first aid, warden, EMP, evacuation diagram, and LMS clients private.
o Understand each client’s compliance requirements and ensure training is scheduled to meet or exceed them.
o Support with quoting, proposals, renewals, and check-ins for ongoing relationships.
o Ensure post-course follow-up, feedback collection, and future planning.
o Build loyalty and retention through excellent service and trusted advice.
Rostering & Delivery Coordination
o Match the right trainers to the right clients based on skill, background, and culture fit.
o Maintain a calendar of all services and manage internal scheduling to avoid double-bookings or service gaps.
o Work closely with Jade (Our wonderful VA full time from the Philippines) to ensure individual participants are managed well within her role and assist where required.
Sales & Proposals
o Quote and scope training for incoming enquiries (with support).
o Proactively reach out to high-value leads and re-engage lapsed clients.
o Collaborate with the executive team on converting warm leads and structuring strategic training packages for larger accounts.
Compliance & Quality Support
o Ensure that service delivery across First Aid and Emergency Planning aligns with client needs, legislation, and the company quality standards.
o Flag and escalate any compliance risks to our RTO partners or training leadership.
o Contribute to course and service improvement via feedback tracking and trainer insights.
Business Improvement & Culture
o Bring ideas to the table — help us build smarter, smoother systems.
o Pitch in across new or different projects — this role will grow with us.
o Help us keep the good vibes going — we work hard, we care about quality, and we don’t take ourselves too seriously.
To be successful in this role, you will have:
o You’re proactive, people-savvy, and love solving problems as or (when possible!) before they happen.
o You thrive in an ever-changing environment and like building the plane while it’s flying.
o You understand what great customer service really looks like, and you truly enjoy long-term client relationships.
o You’ve worked in compliance training, client management, or workforce coordination, or you’ve got transferrable experience in logistics, sales coordination, management.
o You know how to lead a conversation with both warmth and confidence.
o You’ve got an eye for detail and a heart for people — both clients and your team.
Required Skills & Experience:
o 3+ years of experience in client liaison, sales leadership, management, executive administration or similar.
o High-level communication and relationship-building skills.
o Confident using Google Workspace, basic CRMs (Monday.com preferred), rostering tools.
o Experience in quoting, building proposals or service agreements.
o A “start-up” mindset: you don’t need someone to tell you what to do next — you’re already doing it.
Nice-to-Have (but Not Essential):
o Experience in First Aid or the Emergency Services sector.
o Knowledge of ASQA, AS 3745:2010, or workplace compliance frameworks.
o Prior use of Training Desk (Allens Training RTO #90909), Monday.com CRM, WhenIWork scheduling, Xero Accounting Software, Canva.
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