Customer Service Training Facilitator

2 weeks ago

Melbourne Airport, Australia Team Global Express Full time

**JOB DESCRIPTION**

**About Team Global Express**

**Why TGE**

We care about our customers, our people, and our planet. We are always innovating and improving our services. We are driven by passion and purpose, and we never stop.

**What we offer**
- Competitive salary above industry standards
- Upskilling, training, mentoring and more to support your career development journey
- Fun and practical employee perks and discounts
- Flexible work, including work from home
- Inclusive parental leave policy that supports all parents & carers
- Peer recognition awards acknowledge when you go above and beyond

**About the role**

Integral to our Training and Quality Team, this role is centered on the creation, modification, and facilitation of comprehensive training programs for our Customer Service Contact Centre team.
By leveraging insights from our Voice of Customer survey, call quality trends, and customer feedback, you will be designing tailored content, setting learning objectives, and ensuring top-tier training delivery.

Your expert understanding of Team Global Express’s product and service offerings will be essential in simplifying complex topics and enhancing our team's capabilities. Working collaboratively across various teams within Team Global Express, you will also support the Customer Services Leadership team to uphold unparalleled Customer Service standards.

**What you’ll do**
- Prioritise the customer by delivering a tailored customer-focused experience and use every interaction as an opportunity to enhance value.
- Facilitate learning programs aligned with specific Customer Services capability requirements and align with Team Global Express’s operational standards.
- Collaborate in developing, documenting, and refreshing learning materials for in-house training needs.
- Continuously innovate on assessment and audit techniques, ensuring updated and relevant learning materials.
- Maintain top data quality by reviewing, refining, and developing learning processes.
- Offer regular, precise learning reports and feedback to both staff and management.

**What you’ll bring**

We are seeking an individual with enthusiasm for detail, continuous improvement, and delivering exceptional learning experiences. A professional and nurturing persona, combined with strong emotional intelligence and a passion for growth, will set you apart. Your analytical mindset, teamed with a relentless focus on enhancement, will be vital. An exceptional team player, you should possess an innate ability to inspire others towards achieving objectives. With a solution-focused attitude, your resourcefulness will be a major asset.
- Minimum 2 years of experience in Training/Facilitator Delivery within an adult environment, complemented by a Cert IV in Training and Assessment - TAE40116-01.
- A customer-oriented approach, with proven expertise in providing feedback and coaching, and a history of 3-5 years in a customer service-related role.
- Preferably have knowledge of the freight industry and experience with Contact Centre and telephony systems.
- Robust interpersonal, negotiation, and influencing abilities combined with effective verbal communication and knowledge management skills.
- Demonstrated skills in quality management and a knack for maintaining top data quality in learning processes.
- Demonstrable skills in creating training content using tools like MS Word & PowerPoint, with experience in continuous improvement and usage of Salesforce.

**An inclusive workplace, works for everyone**

We celebrate difference. We are committed to a diverse and inclusive workplace that gives everyone the chance to contribute to a bigger and brighter future with us. As an Equal Opportunity Employer, we welcome and invite applicants of all ages, cultural backgrounds, genders, sexual orientations, people living with disabilities, neurodiverse individuals and Aboriginal and Torres Strait Islander Peoples to apply. Team Global Express acknowledges the Aboriginal and Torres Strait Islander peoples as First Peoples of Australia and the Māori, as tangata whenua and Treaty of Waitangi partners in Aotearoa New Zealand.

**Our recruitment process**

**Other things to note**
- When you apply, please tell us the pronouns you use and any reasonable adjustments you may need during the recruitment process.
- TGE is listed as one of LinkedIn’s Top Companies of 2023 in Australia.

**Diversity and Inclusion**

We celebrate difference.

Why Team Global Express - Team Global Express

We believe nurturing a diverse and inclusive workplace, which celebrates different points of view and gives everyone the chance to contribute, as we build to a bigger and brighter future.

As an Equal Opportunity Employer, all qualified applicants will receive consideration for employment without regard to race, religion, gender identity or expression, sexual orientation, age, marital or disability status.

To be considered, you must be entitled to work in the specifie

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