Company Description
Wordsburg is a Global Content and Solutions Partner (GCSP) that helps organizations communicate, learn, and grow across borders. The company delivers strategic consulting, advanced learning solutions, and cross‑cultural communication expertise to transform people, processes, and culture. Its integrated approach combines human insight, cultural precision, and digital agility to create measurable business impact. Wordsburg designs and delivers learning programs, digital and blended learning experiences, and multilingual communication solutions that connect global strategy with local relevance. Trusted by organizations from start-ups to global enterprises, Wordsburg supports inclusive communication and future-ready learning across industries.
Job Summary
The Facilitator, Frontline Service Onboarding Programme is a full-time, on-site role based in Singapore. The Facilitator delivers an onboarding service training programme to newly hired professionals across Customer Service, Security, and Operations tracks for a major Singapore public-facing service client. The programme prepares frontline hires to embody the client's service ethos from day one, translating brand promise into observable behaviour. This is a hands-on delivery role focused on active learning, scenario practice, and behaviour coaching, not lecture-style instruction. The Facilitator owns the full four-hour session arc for each cohort of 15 to 35 participants and is responsible for participant engagement, learning outcomes, post-session survey administration, and session-level reporting back to Wordsburg.
Key Responsibilities
- Deliver the full four-hour onboarding session for one of three tracks (Customer Service, Security, or Operations) using the co-curated courseware
- Prepare for each session by reviewing participant profiles, the facilitator guide, and any track-specific updates issued by Wordsburg
- Manage classroom energy and pacing across cohorts of 15 to 35 participants with mixed language proficiency, tenure, and role backgrounds
- Run scenario walkthroughs, role-play stations, and structured group discussions grounded in the client's service standards and behavioural expectations
- Bridge classroom learning to real workplace touchpoints, using examples relevant to each track (guest interaction for Customer Service, screening posture for Security, ground handoffs for Operations)
- Facilitate the post-session survey administration and collect participant sentiment for Wordsburg's monthly analysis report to the client
- Support the workplace observation and coaching pathway as scheduled, providing corrective coaching to participants assessed as not yet competent
- Participate in the courseware co-curation cycle (September to November 2026) as a subject-matter contributor to scenario design and facilitation guides
- Attend the pre-launch pilot and post-pilot debrief with Wordsburg and the client
- Attend quarterly courseware review meetings and contribute continuous improvement recommendations based on cohort observations
- Submit a session feedback summary to Wordsburg within three working days of each session
Required Knowledge and Skills
- Deep working knowledge of frontline service delivery, service recovery, and hospitality standards in a large public-facing environment
- Expertise in experiential and practice-based adult learning facilitation. Ability to minimise lecture-style delivery and maximise active participation
- Strong classroom management skills for cohorts of 15 to 35 with mixed backgrounds and English proficiency levels
- Ability to run scenario-based role-play with real-time coaching and behaviour-anchored feedback
- Prior work with an aviation, hospitality, or public-transport client is a strong advantage
- Excellent spoken and written English. Clear, accessible communication style with non-specialist frontline audiences
- Comfort using digital delivery aids (slides, video, breakout activity kits) and post-session survey tools
Qualifications
- Advanced Certificate in Training and Assessment (ACTA), Diploma in Adult and Continuing Education (DACE), or equivalent WSQ-recognised facilitation qualification. Essential
- Minimum 5 to 10 years of experience in a customer-facing service delivery role, with at least 3 years in a training, facilitation, or coaching capacity. Essential
- Prior experience training frontline staff in an aviation, hospitality, public transport, or large-scale public-facing environment. Preferred
- Prior facilitation work with a Singapore Public Sector client is a strong advantage
- Bilingual fluency in English and Mandarin, spoken and written; a second language (Mandarin, Malay, or Tamil) is an advantage
