Frontline Service Onboarding Programme Facilitator

About the Job

Wordsburg is a Global Content and Solutions Partner (GCSP) that helps organizations communicate, learn, and grow across borders. The company supports enterprises in transforming people, processes, and culture through strategic consulting, advanced learning solutions, and cross-cultural communication expertise. By combining human intelligence, cultural precision, and digital agility, Wordsburg delivers measurable business impact across learning, communication, and transformation initiatives. Its services span strategic consulting, bespoke learning programme development, digital and blended learning solutions, and multilingual communication, grounded in Agile, Design Thinking, and human-centered methodologies. Trusted by organizations from start-ups to global enterprises, Wordsburg enables inclusive communication, future-ready learning, and scalable growth in a connected world.

Engagement Type

This is a temporary, contract-based facilitation role, engaged on a pay-per-session basis to support the delivery of a large public-facing organisation's in-house onboarding service training programme. The role is tied to a multi-year client engagement, currently scoped from 1 January 2027 to 31 December 2028, with a possible one-year extension to 31 December 2029. Assignments depend on the client's onboarding intake, so facilitators should expect a variable, as-needed schedule rather than fixed weekly hours.

Job Summary

The Facilitator delivers the onboarding service training programme to newly hired frontline staff. The programme equips new hires with a clear understanding of the organisation's service expectations for their role and the standards expected to contribute to a consistently excellent frontline experience, translating the client's service framework and signature greeting into observable, day one behaviour. This is a hands-on delivery role centred on active learning, scenario practice, and behaviour coaching rather than lecture-style instruction. The Facilitator owns the full four-hour session arc for each cohort of 15 to 35 participants and is accountable for participant engagement, learning outcomes, post-session survey administration, and session-level reporting to Wordsburg.

Facilitators are engaged on an assigned basis and paid per session delivered.

Key Responsibilities

• Deliver the full four-hour onboarding session using the co-curated courseware
• Prepare for each session by reviewing participant profiles, the facilitator guide, and any updates issued by Wordsburg
• Manage classroom energy and pacing across cohorts of 15 to 35 participants with mixed language proficiency, tenure, and role backgrounds, including learners whose primary language may not be English
• Run scenario walkthroughs, role-play stations, and structured group discussions grounded in the client's service standards, applying its service framework, service mindset principles, and signature greeting
• Bridge classroom learning to real workplace touchpoints, using examples relevant to participants day-to-day roles
• Administer the post-session survey 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 (1 September to 30 October 2026) as a subject-matter contributor to scenario design and facilitator guides, followed by validation and refinement (1 November to 30 November 2026)
• Attend the cutover period familiarisation in December 2026, which may include observing existing classes ahead of programme commencement on 1 January 2027
• 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, with the 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, with a clear, accessible communication style for 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, is required for certain assignments and an advantage generally; a further language (Malay or Tamil) is a plus