The Role The Client Service Improvement Officer reports to the Performance, Quality, and Improvement Team Leader and works in close collaboration with other members of the Client Services, Aviation Medicine and Specialist Services sections, as well as the Training and Corporate Strategy & Transformation Branches, to help ensure the effective and efficient delivery of CASA's client services offerings. The role is responsible for a range of administrative functions critical to the success of the Client Services Centre's (CSC) learning initiatives through the provision of accurate input and review of knowledge resources, including training and guidance materials, manuals, and work instructions. This role is vital in establishing a strong foundation of collaboration between teams, enhancement and consistency of processes and stakeholder engagement within CASA. It is the driver of high-level communication, peer support, training and development of CSC Officers to achieve quality teamwork and outcomes across the Branch. The Client Service Improvement Officer is responsible for the following duties and deliverables: Assist in driving continuous improvement outcomes by identifying and implementing opportunities to enhance processes and content and applying innovation initiatives to maximise the benefits of change. Liaise with the CSC teams and other various stakeholders to ensure a coordinated approach in implementing and formalising CSC training and documentation requirements. Assist team coordinators with the personal and professional development of the Client Service Centre Officers (CSCOs) through training, coaching, nurturing, and mentoring. Develop, update, and maintain CSCO competency records to assist team coordinators in identifying CSCO training needs. Assist the CSC sections in developing consistent training packages and materials and delivering and/or organising training to team members. Update and maintain work instructions, manuals, and checklists for the assessment of applications and approvals in accordance with CASA standards and style guide. Assist support officers and team coordinators in identifying and implementing enhancements to CSC business processes, system components, training, embedding change management initiatives, and developing and delivering associated communication and coordination activities. Facilitate project support activities including coordinating meetings and general administration work as required. Maintain sound working knowledge of civil aviation legislation, regulations, policies and reporting requirements, Australian and International standards, quality assurance procedures and best practice models. Assist in conducting audits of work performed by Client Service Centre Officers as required. Contribute to workplace safety, inclusion, participative management and environmental management in the workplace and act in accordance with CASA's Values and Behaviours. The key duties of the position include Our ideal candidate Our ideal candidate must demonstrate the following: Experience working in an administrative role, with varied service offerings and complex legislation within a government environment. Experience in developing and maintaining user manuals, work instructions and checklists. Capable of autonomous work, task prioritising and scheduling, report writing, and thriving in a dynamic, high-performing team environment Well-developed stakeholder management and oral and written communication skills and strong interpersonal skills with the ability to mentor and support peers, providing well-considered responses to complex requests with tact and diplomacy. High-level skills using Microsoft Office suite (Word, Visio, PowerPoint, Excel) and Adobe Acrobat Pro and the ability to quickly adapt to new software applications. Ability to analyse and interpret data from a wide variety of sources and simplify technical information for non-technical audiences as required. Experience in delivery of and/or contributing to the development of quality and effective training programs. Certificate IV in Training and Assessment is a plus but not mandatory.
