Client Support and Training Officer

ICN Victoria is an independent organisation supported by the Victorian Government. Since 1984, we’ve helped connect local businesses with opportunities on major projects, supporting jobs, industry growth and stronger local supply chains.

We’re looking for a Client Support and Training Officer to join our team for a 12 month fixed term contract. This is a diverse role combining customer support, stakeholder engagement, training delivery, project coordination and policy implementation to help Victorian Government agencies navigate the Local Jobs First Policy.

About the role

You’ll work closely with Victorian Government agencies, industry stakeholders and internal teams to support the successful implementation of the State Government’s Local Jobs First Policy.

This is an excellent opportunity for someone with a customer service background who enjoys helping others, solving problems and building confidence in systems, processes and policy requirements.

Key responsibilities

• Providing exceptional customer support via phone, email and CRM systems
• Supporting Victorian Government agencies to understand and apply the Local Jobs First Policy
• Assisting users with policy implementation tools, systems and processes
• Delivering engaging online training sessions and webinars
• Developing and maintaining training resources, user guides, FAQs and learning materials
• Supporting internal staff with systems and process training
• Assisting with reporting, monitoring and project coordination activities
• Supporting user acceptance testing and continuous improvement initiatives
• Building positive relationships with government, industry and internal stakeholders
• Representing ICN Victoria at training sessions, briefings and industry events

About you

You may be:

• An experienced customer service professional from retail, hospitality, call centres, administration or technical support
• A trainer, teacher or facilitator looking to apply your skills in a purpose-driven organisation
• Someone with experience supporting users through systems, processes or policy requirements
• An early-career professional looking to build expertise in stakeholder engagement, training and project delivery

Most importantly, you’ll be approachable, solutions-focused and passionate about helping people navigate complex information with confidence.

You will also bring

• Exceptional customer service and communication skills
• Strong written communication and attention to detail
• Confidence presenting information and facilitating training sessions
• Excellent organisation, prioritisation and time management skills
• Strong relationship-building and stakeholder engagement capabilities
• A collaborative approach and willingness to contribute across teams
• Intermediate computer skills, including Microsoft Office applications
• Experience using CRM platforms, Salesforce, Jira or similar systems would be highly regarded
• A genuine interest in supporting local businesses and driving positive social and economic outcomes
• A proactive mindset and commitment to ICN Victoria’s mission of helping local businesses succeed

Why join ICN Victoria?

You’ll be part of a passionate team making a real difference to Victorian businesses and communities.

We offer:

• Flexible working arrangements, including up to three days working from home
• Modern CBD office, located a short distance from Queen Victoria Market and Flagstaff Gardens
• Up to five days professional development leave and ongoing learning opportunities
• Employee Assistance Program (EAP)
• Home office equipment to support hybrid working
• A collaborative, inclusive and supportive culture
• Meaningful work that contributes to local jobs, industry growth and stronger Victorian communities

For a complete position description or a confidential discussion about this opportunity, please contact Yelena Kats at ykats@icnvic.org.au.

ICN Victoria is committed to creating a diverse and inclusive workplace. We welcome applications from people of all backgrounds, experiences and identities, including people with disability, neurodivergent individuals, Aboriginal and Torres Strait Islander peoples, and people from culturally diverse communities. We are committed to equal opportunity and fostering a workplace where everyone can thrive.