Learning Facilitator
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Tēnei tūranga – About the role
The Learning Facilitator will be responsible for the delivery of learning for the MBIE Customer Service Centre as well as input to both the review and implementation of improvements to Customer Service Centre learning offerings. The position will be responsible for documenting training material, delivering training, evaluating learning delivered, making recommendations for improvement, and co-ordination of learning.
Our Customer Service Centre people work in an environment where complex policy, systems and processes regularly change. This role will support, educate, and deliver learning for these changes and be responsible for advising, developing and updating existing training materials.
Ngā herenga – Requirements of the role
Personal specifications
- Previous experience in the delivery of both technical and behavioural skills training.
- Proven experience in delivering learning aligned with learning methodology.
- Knowledge of, and experience in, the use of virtual and face to face learning techniques.
- Excellent written and oral communication skills, including the ability to clearly explain complex concepts.
- Well-developed group facilitation skills.
- Outstanding presentation skills, including the ability to effectively use a range of presentation aids.
- Strong computer skills, including demonstrated competence in the Microsoft Office suite of products, especially Word, Teams and PowerPoint.
- Demonstrated ability to work effectively as a member of a team.
- Ability to work within a team environment and establish effective relationships inside and outside the organisation.
- Must have the legal right to live and work in New Zealand.
Takohanga tuhinga o mua – Key accountabilities and deliverables
Learning delivery
- Facilitate both technical Customer Service Centre-related and behavioural skills learning.
- Deliver project-initiated learning, as part of the learning and development project, or when the materials transition to business-as-usual Customer Service Centre offerings.
- Prioritise delivery across the Customer Service Centre based on changing audience needs and agreed implementation plans.
Learning design and content maintenance
- Maintain positive collaborative relationships with the learning specialists, subject matter experts, Quality Assurance Analysts, Information Advisors and team leaders for continuous improvement of learning content and delivery.
- Provide ongoing suggestions for improvements to materials, format and structure, via a change log.
- Ensure training resources and systems are appropriate and suitable for effective training delivery, with a focus on continuous improvement.
- Ensure training materials are reviewed and maintained on an ongoing basis to verify they are current and fit for purpose.
- Keep a register of communications and information updates provided, to include in the regular updates to learning materials.
Learning acumen
- Recognise and describe opportunities for learning and development within the Customer Service Centre, e.g. coaching, on-the-job training, online learning, or bespoke options.
- Provide mentoring or cover to other Learning Facilitators across the Customer Service Centre sites as required.
- Stay up to date with learning best practice and professional development opportunities.
Learning co-ordination
- In collaboration with the Quality Assurance team and Workforce Planning team, maintain a learning delivery calendar.
- Perform administration for learning sessions: booking rooms, preparing content and ensuring facilitators are managed effectively.
- Monitor and respond to the shared learning mailbox in an agreed timeframe.
- Perform administration tasks and maintain user content and data on Learn@MBIE.
- Provide learner reporting to meet agreed timeframes.
Wellbeing, health and safety
- Displays commitment through actively supporting all safety and wellbeing initiatives.
- Ensures own and others safety at all times.
- Complies with relevant safety and wellbeing policies, procedures, safe systems of work and event reporting.
- Reports all incidents/accidents, including near misses in a timely fashion.
- Is involved in health and safety through participation and consultation.
Tō tūranga i roto i te Manatū – Your place in the Ministry
The Learning Facilitator position reports to the Capacity and Learning Manager within the Engagement and Experience branch. The branch sits within the Te Whakatairanga Service Delivery group.
To mātou aronga – What we do for Aotearoa New Zealand
Hīkina Whakatutuki is the te reo Māori name for the Ministry of Business, Innovation and Employment. Hīkina means to uplift. Whakatutuki means to move forward, to make successful. Our name speaks to our purpose, Grow Aotearoa New Zealand for All.
To Grow Aotearoa New Zealand for All, we put people at the heart of our mahi. Based on the principles of Te Tiriti o Waitangi / The Treaty of Waitangi, we are committed to upholding authentic partnerships with Māori.
As agile public service leaders, we use our breadth and experience to navigate the ever-changing world. We are service providers, policy makers, investors and regulators. We engage with diverse communities, businesses and regions. Our work touches on the daily lives of New Zealanders. We grow opportunities (Puāwai), guard and protect (Kaihāpai) and innovate and navigate towards a better future (Auaha).
Ngā matatau – Our competencies
Cultivates innovation We create new and better ways for the organisation to be successful by challenging the status quo generating new and creative ideas and translating them into workable solutions.
Nimble learning We are curious and actively learn through experimentation when tackling new problems by learning as we go when facing new situations and challenges.
Customer focus We build strong customer relationships and deliver customer-centric solutions by listening and gaining insights into the needs of the communities we serve and actively seeking and responding to feedback.
Decision quality We make quality and timely decisions that shape the future for our communities and keep the organisation moving forward by relying on an appropriate mix of analysis, wisdom, experience, and judgement to make valid and reliable decisions.
Action oriented We step up, taking on new opportunities and tough challenges with purpose, urgency and discipline by taking responsibility, ownership and action on challenges, and being accountable for the results.
Collaborates We connect, working together to build partnerships with our communities, working collaboratively to meet shared objectives by gaining trust and support of others; actively seeking the views, experiences, and opinions of others and by working co-operatively with others across MBIE, the public sector and external stakeholder groups.
Te Tiriti o Waitangi
As an agency of the public service, MBIE has a responsibility to contribute to the Crown meeting its obligations under Te Tiriti o Waitangi (Te Tiriti). Meeting our commitment to Te Tiriti will contribute towards us realising the overall aims of Te Ara Amiorangi – Our Path, Our Direction, and achieve the outcome of Growing New Zealand for All. The principles of Te Tiriti - including partnership, good faith, and active protection – are at the core of our work. MBIE is committed to delivering on our obligations as a Treaty partner with authenticity and integrity and to enable Māori interests. We are committed to ensuring that MBIE is well placed to meet our obligations under the Public Service Act 2020 (Te Ao Tūmatanui) to support the Crown in strengthening the Māori/Crown Relationship under the Treaty and to build MBIE’s capability, capacity and cultural intelligence to deliver this.
Mahi i roto i te Ratonga Tūmatanui – Working in the public service
Ka mahitahi mātou o te ratonga tūmatanui kia hei painga mō ngā tāngata o Aotearoa i āianei, ā, hei ngā rā ki tua hoki. He kawenga tino whaitake tā mātou hei tautoko i te Karauna i runga i āna hononga ki a ngāi Māori i raro i te Tiriti o Waitangi. Ka tautoko mātou i te kāwanatanga manapori. Ka whakakotahingia mātou e te wairua whakarato ki ō mātou hapori, ā, e arahina ana mātou e ngā mātāpono me ngā tikanga matua o te ratonga tūmatanui i roto i ā mātou mahi.
In the public service we work collectively to make a meaningful difference for New Zealanders now and in the future. We have an important role in supporting the Crown in its relationships with Māori under the Treaty of Waitangi. We support democratic government. We are unified by a spirit of service to our communities and guided by the core principles and values of the public service in our work.
What does it mean to work in Aotearoa New Zealand’s Public Service?(external link) — Te Kawa Mataaho The Public Service Commission
