About the Company
Davidson is partnering with a Queensland state government client who is delivering a significant Service Modernisation Program designed to improve frontline service delivery for vulnerable Queenslanders. This program supports a whole-of-government vision for a fairer, more sustainable housing system and modern, responsive digital services.
Our client is committed to human rights, diversity, inclusion and creating a culturally safe workplace. They actively encourage applications from people of all backgrounds and are focused on strengthening partnerships with Aboriginal and Torres Strait Islander peoples, organisations and communities.
About the Role
Our client is seeking an experienced Training Facilitator (AO6 equivalent) to support the delivery of a major telephony implementation as part of the Service Modernisation Program.
Reporting to the Training Lead, you will play a critical role in delivering the program’s Training Strategy, facilitating face-to-face training across Queensland and supporting staff before and after go-live. This role is highly hands-on and suited to someone who thrives in fast-paced project environments and enjoys working closely with frontline teams.
- Facilitate engaging, face-to-face instructor‑led training sessions to ensure staff are confident and capable using the Amazon Connect phone solution.
- Tailor training delivery to meet diverse learning needs, including supporting staff through change resistance and system transitions.
- Work closely with Change Managers to align training delivery with broader change management activities.
- Collaborate with the Training Lead, Instructional Design Lead and Project Managers to ensure training materials remain accurate, current and aligned with project milestones.
- Quickly familiarise yourself with the Amazon Connect solution and related training content, incorporating system updates into delivery.
- Travel to housing service centres across Queensland to deliver in‑person training in varied environments.
- Provide post‑go‑live floor walking and hypercare support at each location.
- Build strong, positive relationships with participants, offering individualised support where required.
- Assess participant competency and gather feedback through observation and evaluations.
- Report training outcomes, insights and improvement opportunities to the Training Lead and Instructional Design Lead.
- Contribute to the broader success of the Service Modernisation Program by ensuring staff are well equipped to deliver improved services to Queenslanders.
About You
We’re looking for a capable and adaptable Training Facilitator who can hit the ground running and confidently engage with diverse stakeholder groups.
- Demonstrated experience delivering face‑to‑face training in a government or corporate environment.
- Experience with contact centre technologies (ideally Amazon Connect) or the ability to rapidly learn new systems.
- Proven ability to work collaboratively within project teams, including Change Managers and Project Managers.
- Strong communication, presentation and facilitation skills, with the ability to explain complex concepts clearly.
- Experience supporting change initiatives and working with change‑resistant audiences.
- Excellent interpersonal skills and cultural sensitivity.
- Strong organisation, time management and self‑direction.
- Willingness and ability to travel state‑wide and adapt to varying schedules and locations.
- Solid technology skills, including Microsoft Office and virtual collaboration tools.
Highly desirable:
- Certificate IV in Training and Assessment (or equivalent).
- Experience delivering training within a government or housing services environment.
- Familiarity with Learning Management Systems and tools such as Articulate Suite.
- Knowledge of Queensland Government policies, particularly relating to ICT or housing services projects.
Benefits
- $79.17 per hour + Super
- Government Contract
- Located in Brisbane CBD
- This role offers flexible working arrangements, with a preference for attending the Brisbane CBD office up to two days per week where possible. The team observes an anchor day on Tuesdays, and in‑office attendance will also be required for workshops, meetings and on‑site training delivery.
How to apply
Please apply with current resume in Microsoft Word format only (.doc or .docx). If you would like to have a confidential discussion, please contact Natalee Thorpe (Natalee.thorpe@davidsonwp.com), quoting reference JN -042026-42924. Want to know more about Davidson? Visit us at www.davidsonwp.com
