Knowledge Coordinator

Job Title

Knowledge Coordinator

Job Description Summary

The purpose of this role is to ensure a new standard of customer experience is achieved through the effective development and delivery of coaching and training programs, in collaboration with the Maintenance Operations Leadership team. We aim to achieve a balance between the mechanical, transactional processes and the customer interaction, focused on genuinely helping our customers and making the experience effortless for them. Adaptability is key to success in this role and the demonstrated ability to think laterally to achieve the best customer and business outcomes are required.

Job Description

Why You’ll Love This Role

You’ll play a key part in building a high‑performing, customer‑focused team. This is a hands‑on leadership role where you’ll coach, guide, and empower others while improving the systems and processes that support our clients every day.

Our Beliefs & Behaviours

We’re looking for someone who:

• Takes ownership and leads with accountability

• Builds strong relationships and breaks down silos

• Looks for opportunities to improve how we work

• Prioritises what matters and finishes what they start

• Tackles problems head‑on and prevents repeat issues

• Continuously strives for better outcomes

Key Responsibilities

• Train and develop new Customer Experience Consultants across Maintenance Operations

• Create and maintain induction materials, facilitator guides, run‑sheets, and lesson plans

• Deliver coaching and quality feedback within agreed timeframes

• Analyse feedback data, identify trends, and support Team Leaders with development plans

• Build interactive self‑learning modules and assessments for Workday

• Maintain the FETCH Knowledge database with high accuracy

• Oversee the Maintenance Operations Coordinator and ensure efficient management of inboxes and enquiries

• Collaborate with Leadership, Shared Services, and Client Account Teams to drive continuous improvement

• Participate in client transitions and account meetings

• Promote a safe, fair, and compliant working environment

Key Performance Measures

• Achievement of KPIs and SLAs

• Accuracy and relevance of training and coaching materials

• Reduction in errors, rework, and contact points per job

• Measurable improvements in customer experience

• Effective leadership and development of the MO Coordinator

• Compliance with C&W policies and processes

• Accurate maintenance of feedback records

What You’ll Bring

• Strong people leadership and coaching capability

• Experience developing training programs and materials

• Extensive customer service background

• Ability to manage competing priorities and work autonomously

• Knowledge of customer experience frameworks and processes

• Excellent communication, facilitation, and presentation skills

• High energy, positive outlook, and a proactive mindset

• Strong multitasking ability and attention to detail

• High computer literacy (MS Office essential)

• Ability to build strong stakeholder relationships

• Tertiary qualifications in business, teaching, or related fields (highly regarded)

As an equal opportunity employer, Cushman & Wakefield encourages Aboriginal and Torres Strait Islander and female candidates to apply. Cushman & Wakefield promotes safety at all times.

INCO: “Cushman & Wakefield”