Team Leader, Operations Training

• Lead and support training teams to drive performance and effective learning.

• Equip frontline staff with the skills and confidence to perform safely and efficiently.

• Full-time, ongoing role

About Triple Zero Victoria

Triple Zero Victoria (TZV) provides the critical link between the Victorian community and the state’s emergency services agencies. It provides Victoria’s 24-hour emergency call-taking and dispatch services for Police, Fire, Ambulance and VICSES.  

This integration of emergency services communications within Triple Zero Victoria is unique in Australia and rare worldwide. The team at Triple Zero Victoria is deeply committed to the community it serves and is among the most dedicated and highly skills in its field.

About the Role

The Team Leader, Operations Training is a key and active participant of the People & Culture Department within the Workforce Capability team.

The goal of the function is to is to ensure that frontline employees have the required for role knowledge, skills, and confidence to perform their roles efficiently, safely, and in alignment with organisational goals.

The goal of the role is to lead, direct and support the Workplace Trainers and Emergency Communications Services (ECS) Team Leaders to enable them to manage their learner and trainer teams positively and actively. This position is responsible for managing and driving performance improvement across the SECCs and implementing operational training initiatives.

Day to day responsibilities include:

• Lead and support Workplace Trainers to deliver consistent, engaging, and high-quality operational training aligned with adult learning principles and organisational priorities.

• Oversee daily training delivery by monitoring session quality, learner engagement, and adherence to SOPs, policies, and curriculum standards to ensure strong learning outcomes.

• Manage classroom conduct and performance issues, acting as the first point of escalation and working with People & Culture and operational leaders to address concerns effectively.

• Ensure compliance and quality assurance in training delivery, documentation, and assessment practices, meeting internal policies, RTO standards, and regulatory frameworks.

• Drive continuous improvement by identifying opportunities to enhance content, delivery, assessment tools, and team performance, contributing to curriculum development and refinement.

• Collaborate and report effectively with key stakeholders to align training with service goals, maintain accurate records, and provide data-driven insights for decision-making.

About You

To be successful in this role, candidates must demonstrate a combination of relevant qualifications, leadership experience, sector knowledge, and strong interpersonal skills, in addition to:

• TAE50116 Diploma of Vocational Education and Training (or equivalent) and Certificate III in Public Safety (Emergency Communications Centre Operations), or willingness to obtain.

• Proven experience leading high-performing teams to deliver training and projects in large, complex service or contact centre environments.

• Experience in call-taking and/or dispatch training, with an understanding of emergency services operations, compliance, and sector-specific risk management.

• Strong interpersonal and communication skills, with demonstrated ability to work effectively across a wide range of stakeholders and functional areas.

• Ability to manage competing priorities, problem-solve in high-pressure settings, and maintain a strong customer and learner focus.

• Experience managing compliance with competency and certification requirements; must meet National Police Records Check standards including fingerprinting.

What We Can Offer You

You will be supporting a critical service to the Victorian community and will be rewarded with a competitive salary, flexible working arrangements and employee benefits including:

• Employee assistance program for employees and eligible family members
• Discounted health insurance, banking services and gym membership
• ‘Memberlink’ discount card, accepted by 1,000's of retailers and services providers
• Free staff parking at all our sites
• Salary packaging options after an initial service period

Triple Zero Victoria is committed to the principles of equal opportunity, and diversity and inclusion for all. We value the unique backgrounds, experiences, and contributions that each person brings to our workplace. We encourage and celebrate diversity in all forms - gender, religion, ethnicity, LGBTQIA+, disability and neurodiversity. Aboriginal and Torres Strait Islander candidates are strongly encouraged to apply for our roles. Our aim is to create a workforce that reflects the Victorian community in which we live.

How to Apply

Click the ‘Apply’ button which will direct you to the Triple Zero Victoria Careers Portal. From here you can submit your application, which should include a current resume and cover letter outlining your interest in the role and linking your experience to the position.

Please note: all applications must be submitted via our Triple Zero Victoria Careers Portal. We kindly ask that you do not send your application by email as we require you to complete a mandatory application form to accompany your application.

For a confidential discussion, please email Careers@triplezero.vic.gov.au.

Recruitment agency applications will not be accepted.

Applications must be submitted by 11.59pm, Sunday 3 August 2025.

Other Relevant Information

Applicants must be an Australian or New Zealand Citizen or a Permanent Resident. If you have applied for an ongoing position, you can only be considered for a fixed term period of employment that does not exceed your visa term. Employment will be subject to providing evidence of your Australian working rights.

Preferred candidates will be required to complete a Pre-employment Medical Declaration, with employment subject to a National Police Check clearance.

If you require any adjustments to the recruitment and selection process, please do not hesitate to get in touch with Triple Zero Victoria's Careers team via Careers@triplezero.vic.gov.au.