The posting
Job Description
About the Team
KPMG has been appointed as the learning services partner to The Skills Academy, an innovative initiative supporting skills development across the Western Australian public sector workforce. Through a modern learning platform, more than 35,000 employees across 56 participating agencies will have access to a comprehensive suite of learning opportunities designed specifically for the WA public sector context.
The Learning Services team plays a key role in helping learners access and engage with training programs that support professional growth and workforce capability. Working within a collaborative, client-focused environment, the team provides frontline support, learning administration, and service delivery to ensure a positive learner experience.
Your Opportunity
As a Learning Coordinator, you will be the first point of contact for learners, stakeholders, and client representatives within a Learning Managed Service environment. This is a client-facing role where you will provide responsive support across phone, email, and ticketing channels, ensuring enquiries are managed efficiently and professionally.
You will contribute to the successful delivery of learning services by supporting course administration, event coordination, learner enquiries, and system-related assistance. This role offers the opportunity to work with a diverse range of stakeholders while developing your skills in customer service, learning operations, and service delivery.
Please note this is a 12-month fixed-term contract.
Key Responsibilities
- Respond to incoming enquiries through the Skills Academy Contact Centre, following established service standards.
- Provide high-quality support to learners and stakeholders via phone, email, and ticketing platforms.
- Process course bookings, transfers, rescheduling requests, and cancellations in accordance with defined processes and policies.
- Coordinate learning events, including attendee management, pre-session communications, and logistical support.
- Create, categorise, update, and manage tickets accurately within the service management platform.
- Assist learners with password resets, account access issues, and basic technical troubleshooting.
- Escalate complex enquiries to the appropriate support teams and stakeholders when required.
- Maintain accurate records and documentation across learning systems.
- Identify recurring issues, trends, and opportunities that support continuous service improvement.
- Contribute to a positive learner experience through professional, timely, and customer-focused interactions.
How are you Extraordinary?
You bring a combination of strong interpersonal skills, attention to detail, and a proactive approach to delivering exceptional service.
- Customer focus: You enjoy supporting people, listening to their needs, and providing practical solutions that create positive experiences.
- Organisation and prioritisation: You can manage multiple tasks, maintain accuracy, and adapt to changing priorities while meeting deadlines.
- Communication and collaboration: You build positive relationships with stakeholders and communicate clearly and professionally across a variety of channels.
Your Experience
- Experience in a customer service, service desk, contact centre, administration, or support environment.
- Strong verbal and written communication skills with the ability to engage confidently with diverse stakeholders.
- Demonstrated ability to work within structured processes and service delivery frameworks.
- Experience managing multiple priorities in a fast-paced environment.
- Strong attention to detail and commitment to maintaining accurate records.
- Proficiency in Microsoft Outlook, Microsoft Teams, and other commonly used digital workplace tools.
- Experience using ticketing, customer support, or workflow management systems is desirable.
- Exposure to learning administration, learning management systems, or learning services environments is advantageous.
- An interest in learning, capability development, training, or education-related environments would be highly regarded.
Qualifications
- Relevant experience in customer service, learning administration, business administration, contact centre operations, or a related field.
- Qualifications in Business Administration, Customer Service, Education, Learning and Development, or a related discipline are desirable but not essential.
- Equivalent practical experience will also be considered.
Additional Information
KPMG is a professional services firm with global outreach and deep sector experience. We work with clients across an array of industries to solve complex challenges, steer change and enable growth.
Our people are what make KPMG the thriving workplace that it is and what sets us apart is that we know great minds think differently. Collaborate with a team of passionate, highly skilled professionals who’ve got your back. You’ll build relationships with unique and diverse colleagues who will provide you with the support you need to be your best and produce meaningful and impactful work in an inclusive, equitable culture.
At KPMG, you’ll take control over how you work. We’re embracing a new way of working in many ways, from offering flexible hours and locations to generous paid parental leave and career breaks. Our people enjoy a variety of exciting perks, including retail discounts, health and wellbeing initiatives, learning and growth opportunities, salary packaging options and more.
Diverse candidates have diverse needs. During your recruitment journey, information will be provided about adjustment requests. If you require additional support before submitting your application, please contact the Talent Attraction Support Team.
At KPMG every career is different, and we look forward to seeing how you grow with us.
KPMG Australia: grow with us!
