Learner Experience Coordinators X3

Description:

Overview
This will extend to providing support through “self-enrolment” processes, answering detailed questions around participating in accredited learning programs and the associated learner obligations, as well administrating programs that require “direct bulk program enrolments. The role also plays an active part in supporting the Manager, Learner Experience in identifying and implementing opportunities for service delivery improvement.

Key accountabilities

• Accountable to provide accurate and detailed information to learners who are participating in accredited programs, including assisting their enrolment and registration into Student Management and Transport Learning Systems. This ensures that learners are fully aware of their obligations under the relevant state and federal guidelines.
• Accountable for finding resolutions to complex escalated enquiries and transactions as well as ensuring that all tickets are closed and resolved within agreed Service level Agreements
• Use broad and deep subject matter expertise around the entire Transport Learning Curricula to provide advice to learners either at enrolment or during their learning programs.
• Manage effective enrolments into both Accredited and non-accredited learning programs either assisting learners through a self-enrolment process or managing programs that require direct bulk enrolment
• Communicate with learners demonstrating a willingness to assist and a commitment to providing high[1]quality service.
• Effectively use a range of computerised systems, technology and telephony solutions to undertake work tasks, including processing transactions into learning systems that have been escalated to Level two (2).
• Support the Manager, Learner Experience by participating in regular quality and compliance assessments, helping to achieve team objectives by contributing to a team environment of knowledge and information sharing, continuous improvement, and skill and capability development.

Key knowledge and experience

• Demonstrated knowledge and/or experience in a customer-centric service organisation such as a contact centre, service centre, shared service, corporate or managed service environment.
• Demonstrated understanding of Accredited Learning programs, including Registered Training Organisation requirements as they relate to the learner.
• Ability to understand a wide range of complex learning programs and be able to provide learners with effectively solutions to their questions and/or issues.
• Demonstrated ability to own the individual learner experience and advanced skill in building rapport, understand complex customer requirements and resolving the concerns of dissatisfied customers.
• Ability to provide one- on-one instructional support in a remote working environment.
• Experience using multiple computer-based systems and ability to learn new systems with ease.

If you are interested in this role, please apply now or contact Andrew.murphy@Chandlermacleod.com

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, 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