This is your chance to join a large, well-regarded utilities provider in Newcastle as a Knowledge & Training Officer on a contract until the 26th June 2026, in a part time capacity.

It’s a rare opportunity to add a recognised brand to your résumé while helping shape frontline customer service delivery.

The role
As part of the Customer Experience team, you’ll ensure contact centre staff have the knowledge, tools, and training they need to deliver consistently excellent service. Your focus will be on making complex information clear, practical, and easy to use.

Key responsibilities:

• Develop, update, and manage training guides, scripts, and knowledge articles
• Simplify complex processes into clear, step-by-step instructions
• Maintain and enhance the contact centre’s internal Knowledge Centre
• Deliver onboarding and upskilling training for frontline staff
• Analyse call and performance data to identify gaps and improvement opportunities
• Collaborate with subject matter experts to keep information accurate and up to date

About you
You’re proactive, organised, and confident in both writing and presenting. You’ll bring experience in a training, instructional design, or contact centre role, with strong communication and relationship-building skills. You enjoy simplifying complex information, and you thrive in a fast-paced team environment.

Desirable skills & qualifications:

• Experience using website content management systems (CMS)
• Knowledge of accessibility standards and SEO best practice
• Familiarity with collaboration tools such as SharePoint and MS Teams
• Certificate in Training & Assessment (or equivalent)

If this sounds like you…
If you’re looking to join a collaborative and professional environment where your expertise will be recognised and valued, we’d love to hear from you.

Apply now!

Jaimie Nolan- Senior Consultant- [email protected]

As an equal opportunity employer, we are committed to building inclusive and respectful workplaces strengthened by diversity. We welcome applications from First Nations peoples, all genders, culturally diverse communities, the LGBTIQA+ community, people with disability, and individuals of all ages and backgrounds. If you require adjustments to the recruitment process, please contact your consultant to discuss how we can best support you.