Who are we?

We’re here to help people live well and create a better and more sustainable future. We support healthy and liveable communities by delivering water, sewerage and recycled water services to 1.77 million people who rely on us every day and every night. At South East Water, we innovate with purpose and act with care to deliver healthy water for life. Fresh thinking and collaboration are at the heart of our organisation. We are constantly learning, embracing the challenges of today and excited by the opportunities that tomorrow will bring.

The role

As the Learning Design Specialist, you will work with a range of leaders and subject matter experts to design, develop and maintain learning programs for new entrant induction, ongoing training and frontline leadership capability development across the Customer Experience group.

Reporting to the Capability Leader, you will be accountable for uplifting frontline employee confidence and competence in achieving optimal customer experience in support of the Customer Experience strategy through high quality learning design and material. You will work with key business stakeholders and other support functions to drive continuous improvement and first-class execution to align with the organisation’s strategic outcomes.

Some of the key responsibilities of the Learning Design Specialist include, but are not limited to the following:

• Designing the overall structure and flow of the learning experience to ensure it meets the defined learning objectives.
• Uplifting frontline employee confidence and competence in achieving optimal customer experience in support of the Customer Experience strategy
• Developing instructional materials such as lesson plans, learning objectives, facilitator guides, participant guides, visual aids, assessments, and instructional activities.
• Selecting appropriate instructional strategies and delivery methods based on learning objectives, audience characteristics, and available resources
• Designing and developing assessments and evaluation strategies to measure learning outcomes and the effectiveness of the instructional materials.
• Collaborating with key business stakeholders and other support functions to drive continuous improvement and first-class execution
• Supporting training delivery from time to time, based on business needs.
• Leveraging business insights to drive future training and development needs including customer feedback, quality evaluations and business performance insights.
• Ensuring a human-centred design approach is adopted in the development of learning programs and that all learning styles are accounted for.

Who are you?

In order to be considered for this role, candidates will require at least four years' experience in a Capability role, preferably instructional design in a contact centre environment. Although tertiary qualifications in business, or other relevant studies and Certificate IV in Training and Assessment would be highly regarded, equivalent work experience in related fields will also be considered.

The following skills, knowledge and experience will ensure your success in the role:

• Understanding of instructional design theory and adult learning principles, and the ability to critically evaluate learning objectives, content, and assessment strategies using human centred design principles.
• Demonstrated experience analysing learning needs, evaluating existing instructional materials, and assessing the effectiveness of learning strategies.
• Proficiency in delivering engaging content for digital and/or face to face delivery.
• Familiarity with learning management systems and other educational technologies to effectively develop, deliver, organise and maintain online learning content.
• Strong project management skills to plan, organise, and execute instructional design projects and achieve milestones and deadlines.
• Demonstrated problem-solving skills to address challenges and obstacles that may arise during the instructional design process.
• Thorough understanding and knowledge of contact centre industry, including the ability to drive efficient and effective operations.
• Experience working in a fast paced, dynamic and regulated environment with the ability to balance business, customer and employee needs.
• Ability to deal with ambiguity with the capacity to develop a clear course of action and make effective business decisions despite, at times having incomplete information.
• Strong business acumen with a focus on the customer and the ability to effectively manage stakeholder relationships.

What's in it for you?

Working at South East Water means you can enjoy a wealth of benefits, starting with the chance to be part of an organisation deeply committed to environmental initiatives and sustainability; one who has been recognised as one of the top 101 Workplaces for Women in Australia by Work180 for the past two consecutive years.

South East Water cultivates a dynamic culture that emphasises collaboration and strong work ethics, supported by career-focused learning and development opportunities.

As a SEW employee, you can enjoy the following offerings from our benefits package:

• Access to My Fitness Passport, an Employee Assistance Program (EAP), annual flu shots, and health checks.
• Work-life balance with flexible working arrangements, including hybrid work options and leave purchasing.
• Life insurance and salary continuance.
• 15 weeks paid parental leave and paid superannuation on eligible portions of unpaid parental leave.
• Additional leave offerings, such as cultural and ceremonial leave and study leave.
• Head office with modern facilities and panoramic beachfront views, a separate parents' room, a prayer and meditation room, an onsite cafe, and free parking.
• Opportunity to be part of great initiatives involving the local community

This role is remunerated at a Level 4, which is between $101,563 and $114,918 + super and offers are commensurate with the successful candidates' experience.

We're for everyone

Our people are as diverse as the communities we serve. It makes us better learners, thinkers and collaborators, helping create better outcomes for our customers.

We are deeply committed to Diversity, Inclusion, and Belonging, and we encourage applications from Aboriginal and Torres Strait Islander peoples, LGBTIQ+ individuals, people with disability and jobseekers of all ages and cultures. We aim to provide an inclusive, accessible workplace where everyone is welcome, safe, and celebrated. If you need any help with the application process or would like to discuss your reasonable adjustments during interviews, please reach out to our Talent team at careers@southeastwater.com.au.

Keen to make an impact?

Click here to check out the position description. We're accepting applications for this exciting opportunity until Monday 17 February 2025!

To be considered for this opportunity, you must hold unrestricted working rights for the period of employment at the time of application. Successful candidates will also be required to undergo a number of pre-employment checks, including a police records check

South East Water operates a 24/7 service environment. Whilst this role does not involve after-hours rostered duty, all employees may be required to provide out of hours support from time to time as required.

Visit southeastwater.com.au to learn more about us and how we serve our customers.