• Deliver outstanding customer support by promptly responding to inquiries and maintaining a best practice customer service charter.• Create, administer, and analyse customer surveys to collect feedback, enabling the extraction of valuable insights and ensuring prompt response to customer concerns and suggestions for both training and products.• Stay current with evidence-based knowledge and best practices in eLearning, while developing and reviewing content for accuracy, relevance, and effectiveness.• Collaborate with subject matter experts to design comprehensive training programs and oversee the Learning Management System (LMS) for seamless access to resources. • Manage eLearning contracts with external organisations to ensure timely expiration or extension as necessary.• Manage marketing platforms such as Eventbrite, our website, Mailchimp, YouTube, and the Learning Management System (LMS) to effectively promote training events and coordinate the promotion of public workshops and events to attract participants.• Facilitate the sharing of product and training knowledge within the team to ensure all team members are well-informed.• Collaborate with training to create, monitor, facilitate and implement workshops. • Contribute to customer communications, such as newsletters, stories, social media content, training flyers, overviews, catalogues, and brochures.• Represent the organisation at conferences and forums with trade tables to showcase our product and training offerings.• Manage and develop the Customer and Administration Support Officer. • Identify, share, propose and/or implement improvements in respect to customer experience within Innovative Resources services and offerings

1. Maintenance of the e-learning platform, review of current content andupdating/editing as appropriate.2. Support trainers with the hosting and recording of webinars and Podcasts, and anysocial media/learning communities linked to the training, and support in-persontrainers with bookings, preparation and administration.3. Provide a help desk function to support customers/learners with registration, log in,use and engagement with eLearning.4. Identify and help develop new content/training options for customers using written,film, audio, and visual skills along with a range of content development tools.5. Continual research and curiosity of e-learning in the workplace, provision ofrecommendations to enhance the current platform, and exploration of new content,horizons, technologies and partnerships.6. Provide advice, reports and metrics to the training team in relation to eLearning.7. Contribute as a member of the training, operations and marketing teams.

1. Support the GM Learning and Organisational Development in all aspects of learning activities for Anglicare Victoria, including the efficient coordination and delivery of learning and development programs.2. Evaluate the effectiveness of identified learning and organisational development activities3. Ensure staff professional development records are accurately maintained4. Coordinate the implementation of the Learning @ Anglicare Victoria annual professional development calendar5. Manage the student placement arrangements with relevant tertiary institutions within the strategic relationships established by the GM Learning and Organisational Development.

•Centralise and coordinate all Agency learning and development , including support to internal trainers to deliver training modules, the development of an internal in-house training calendar and coordination and delivery of training events•Assess internal learning and development needs, and drive the development and delivery of both internal and external training modules to ensure optimal practice knowledge and development amongst Agency staff•Delivery of internal training sessions to staff as required•Coordination of training events •Liaise and process external training enquiries•Coordinate the Student Placement process, providing support and matching of all students to appropriate teams•Actively participate in CQI (continuous quality improvement) of services and processes

•In conjunction with the Program Manager, provide strong leadership within the team.•Actively contribute to strategic and operational planning.•Ensure that carers are subject to appropriate assessment and supervision processes •Delivery of Out of Home Care (Caregiver) Services effectively and efficiently within St Luke’s stated mission, philosophy, strategic plan and compliance to Registration Standards for Community Service Organisations (RSCSO).•To ensure support services are responsive to carers needs and in collaboration with caseworkers as appropriate.•Take the lead responsibility for Recruitment, Assessment and Training •To maintain accurate and timely records and high end reporting and administration.•Supervision of staff in accordance with organisation policy.•To contribute to the organisational culture within the service area and the wider organisation.