Role Description
Learner Experience Coordinator
1
Cluster Transport
Agency Transport for NSW
Division/Branch/Unit People and Culture/ Learning and Development
Role number Various
Classification/Grade/Band Transport Grade 6
ANZSCO Code 512111
PCAT Code 1229192
Date of Approval October 2020
Agency Website www.transport.nsw.gov.au
Agency overview
At Transport, we’re passionate about making NSW a better place to live, work and visit. Our vision is to give everyone the freedom to choose how and when they get around, no matter where they live. Right now, we’re delivering the largest infrastructure program Australia has ever seen, to keep people and goods moving, connect communities and shape the future of our cities, centres and regions. At Transport, we’re also committed to creating a diverse, inclusive and flexible workforce, which reflects the community and the customers we serve.
Our organisation – Transport for NSW – is comprised of numerous integrated divisions that focus on achieving community outcomes for the greater good and on putting our customers at the centre and our people at the heart of everything we do.
Primary purpose of the role
The role provides a high standard of customer service in the resolution of complex or escalated, Level (two) 2 type enquiries from learners assisting their enrolment into learning programs. The role will be required to use specialist learning subject matter expertise, including understanding of accredited learning programs, across the entire breadth of the Transport curricula. 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 Learner Experience Lead 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-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, Learner Experience Lead 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 challenges
• Resolving customer issues that may require input across multiple stakeholders.
• Delivering quality customer services, while managing competing demands and priorities, unforeseen issues, the high volume of work, and the need to work as part of a team whilst contributing to a culture of innovation and continuous improvement in a high volume and complex operating environment.
• Keeping up to date with change relating to new or amended learning programs along with any change in requirements for Accredited learning programs
Key relationships
Who Why
Internal
Manager • Participate in capability development, training and performance improvement initiatives.
• Seek advice on more challenging enquiries and transactions. • Escalate issues, propose solutions and provide regular updates. Work team • Support the resolution of complex enquiries and transactions in a timely
manner, to enable the team to meet performance goals.
• Manage individual workload and assist team members as required.
External
External Customers (e.g. vendors, industry groups, public)
• Complete complex enquiries and transactions on behalf of customers. • Monitor, address and/or escalate requests if required.
• Manage the flow of information, seek clarification, and provide advice and responses.
Role dimensions
Decision making
The role operates with a high level of autonomy and is expected to determine key operational objectives within the limits of delegated authority. The role is accountable for the delivery of assigned work.
Role Description Learner Experience Coordinator 3
Manager on issues that have a significant political impact or issues outside of financial delegation.
Reporting line
The role accounts and reports to the relevant reporting line manager.
Direct reports
The role has no direct reports.
Budget/Expenditure
As per the approved TfNSW Financial Delegations.
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.
Capabilities for the role
The NSW public sector capability framework describes the capabilities (knowledge, skills and abilities) needed to perform a role. There are four main groups of capabilities: personal attributes, relationships, results and business enablers, with a fifth people management group of capabilities for roles with managerial responsibilities. These groups, combined with capabilities drawn from occupation-specific capability sets where relevant, work together to provide an understanding of the capabilities needed for the role.
The capabilities are separated into focus capabilities and complementary capabilities.
Focus capabilities
Focus capabilities are the capabilities considered the most important for effective performance of the role. These
capabilities will be assessed at recruitment.
The focus capabilities for this role are shown below with a brief explanation of what each capability covers and the indicators describing the types of behaviours expected at each level.
FOCUS CAPABILITIES
Capabilitygroup/sets
Capability name Behavioural indicators Level
Act with Integrity
Be ethical and professional, and uphold and promote the public sector values
• Represent the organisation in an honest, ethical and professional way
• Support a culture of integrity and professionalism • Understand and help others to recognise their
obligations to comply with legislation, policies, guidelines and codes of conduct
• Recognise and report misconduct and illegal and inappropriate behaviour
• Report and manage apparent conflicts of interest and encourage others to do so
Intermediate
Communicate Effectively
Communicate clearly, actively listen to others, and respond with understanding and respect
• Tailor communication to diverse audiences • Clearly explain complex concepts and
arguments to individuals and groups
• Create opportunities for others to be heard, listen attentively and encourage them to express their views
• Share information across teams and units to enable informed decision making
• Write fluently in plain English and in a range of styles and formats
• Use contemporary communication channels to share information, engage and interact with diverse audiences
Adept
Commit to Customer Service
Provide customer-focused services in line with public sector and organisational objectives
• Take responsibility for delivering high-quality customer-focused services
• Design processes and policies based on the customer’s point of view and needs
• Understand and measure what is important to customers
• Use data and information to monitor and improve customer service delivery
• Find opportunities to cooperate with internal and external stakeholders to improve outcomes for customers
• Maintain relationships with key customers in area of expertise
• Connect and collaborate with relevant customers within the community
Adept
Work Collaboratively
Collaborate with others and value their contribution
• Build a supportive and cooperative team environment
• Share information and learning across teams • Acknowledge outcomes that were achieved by
Role Description Learner Experience Coordinator 5
Complementary capabilities
Complementary capabilities are also identified from the Capability Framework and relevant occupation-specific
capability sets. They are important to identifying performance required for the role and development opportunities.
Note: capabilities listed as ‘not essential’ for this role are not relevant for recruitment purposes however may be relevant for future career development.
• Engage other teams and units to share information and jointly solve issues and problems
• Support others in challenging situations • Use collaboration tools, including digital
technologies, to work with others
Think and Solve Problems
Think, analyse and consider the broader context to develop practical solutions
• Identify the facts and type of data needed to understand a problem or explore an opportunity • Research and analyse information to make
recommendations based on relevant evidence • Identify issues that may hinder the completion of
tasks and find appropriate solutions
• Be willing to seek input from others and share own ideas to achieve best outcomes
• Generate ideas and identify ways to improve systems and processes to meet user needs
Intermediate
Technology
Understand and use available technologies to maximise efficiencies and effectiveness
• Demonstrate a sound understanding of
technology relevant to the work unit, and identify and select the most appropriate technology for assigned tasks
• Use available technology to improve individual performance and effectiveness
• Make effective use of records, information and knowledge management functions and systems • Support the implementation of systems
improvement initiatives, and the introduction and roll-out of new technologies
Intermediate
COMPLEMENTARY CAPABILITIES
Capabilitygroup/sets
Capability name Description Level
Display Resilience and Courage Be open and honest, prepared to express your
views, and willing to accept and commit to change Intermediate Manage Self Show drive and motivation, an ability to self-reflect
and a commitment to learning Intermediate Value Diversity and Inclusion Demonstrate inclusive behaviour and show respect
for diverse backgrounds, experiences and perspectives
Influence and Negotiate Gain consensus and commitment from others, and
resolve issues and conflicts Intermediate
Deliver Results Achieve results through the efficient use of resources
and a commitment to quality outcomes Intermediate Plan and Prioritise Plan to achieve priority outcomes and respond
flexibly to changing circumstances Adept Demonstrate Accountability Be proactive and responsible for own actions, and
adhere to legislation, policy and guidelines Intermediate Finance Understand and apply financial processes to achieve
value for money and minimise financial risk Foundational Procurement and Contract
Management
Understand and apply procurement processes to ensure effective purchasing and contract
performance
Foundational
Project Management Understand and apply effective planning,
