Frontline Service Onboarding Programme Facilitator

About the role

Wordsburg is seeking experienced facilitators to deliver a four‑hour onboarding service training programme for newly hired frontline staff of a large public‑facing organisation. The role is contract‑based, paid per session, and runs from 1 January 2027 to 31 December 2028 with a possible one‑year extension.

Key responsibilities

• Deliver the full four‑hour onboarding session to cohorts of 15‑35 participants using co‑curated courseware.
• Prepare for each session by reviewing participant profiles, facilitator guides, and any updates from Wordsburg.
• Manage classroom energy, pacing, and engagement across diverse learners, including non‑native English speakers.
• Facilitate scenario walkthroughs, role‑play stations, and structured group discussions grounded in the client’s service standards.
• Bridge classroom learning to real‑world workplace touchpoints and reinforce the client’s signature greeting and service mindset.
• Administer post‑session surveys, compile session‑level reports, and submit them to Wordsburg.

Required profile

• Strong facilitation and adult‑learning skills with a focus on active learning.
• Excellent communication and ability to engage participants of varied backgrounds.
• Comfortable managing dynamic classroom environments and adjusting pacing as needed.
• Reliability to commit to a variable, as‑needed schedule tied to client onboarding intake.

Required skills

• Facilitation of interactive training sessions.
• Experience designing and delivering onboarding or service‑focused programmes.
• Ability to conduct scenario‑based role‑play and group discussions.