Customer Operations Training Specialist
3 weeks ago
To achieve a first-class customer experience, we need a highly trained Contact Centre team - that’s where you step in
As a Training Specialist at Transurban, you will help to ensure our Customer and Revenue teams are equipped with the training and ongoing development needed to embark on and grow throughout their employee journey with us.
From onboarding new starters to building best-in-class training modules, this role provides variety and excellent opportunities for your own professional development. If you have a passion for furthering your career in the training and development field, we want to hear from you
The impact you’ll have:
- Reporting into and closely supported by the Customer Operations Support Manager, you’ll be the SME for training requirements across the Contact Centre ensuring that our customers’ needs are met through best-in-class service and support.- You’ll facilitate induction sessions for new starters in the Contact Centre including Customer Service Officers, Resolutions, Linkt Assist, Credit and Billing employees.- You’ll help to develop and introduce new training modules to up-skill our existing team whilst taking into account quality evaluations and Team Leader feedback.- You’ll use your phenomenal people skills to facilitate training through various mediums including face-to-face, virtually, and through self-paced online modules.- You’ll work collaboratively with our offshore team (L1 Support) to ensure consistency and standardisation for training practices across the Customer Operations team.
This role will suit someone with a curious mind and transferrable skills and experiences, including:
- Possess a Cert IV in Training and Assessment- Prior experience within a training or coaching role, ideally gained from within a Call / Contact Centre environment.- Confidence in public speaking, facilitating, and building relationships with the ability to manage expectations, influence, and gain commitment from a diverse group of stakeholders.- A passion for designing, developing, and implementing training solutions (familiarity with the ADDIE model would be helpful).- Strong commercial acumen and data-driven decision making abilities enabling you to track, measure, recommend, and execute on continuous improvement initiatives.- Proven skills in liaising and negotiating, representing Transurban with sensitivity in customer interactions
With a career at Transurban, you’ll enjoy a range of benefits, including:
- A range of flexible working and leave options, including the option to purchase an additional six weeks of leave each year.- 16 weeks paid parental leave (regardless of gender or carer status), with no waiting period, with Superannuation paid during unpaid leave as well.- Learning and development opportunities to support your career interests.- Health and wellbeing support—access to Headspace and our EAP program, wellness facilities, and more.- Share offers and insurance benefits.- Social activities, community give-back programs and paid volunteer days.
We offer a range of flexible working and leave options, so you can balance your work and life commitments and interests. Have a conversation with us about how this could work for you.
We embrace diversity with a foundation of safety, wellbeing and inclusion; where everyone belongs. We treat everyone with fairness, consideration and respect, regardless of gender, gender identity, marital or family status, sexual orientation, age, ethnicity, religious beliefs, cultural or socio-economic background, perspective, and experience - whether they work for us or not. We want to ensure everyone feels comfortable and safe to express ideas, questions and concerns.
**Job Type**:
Permanent
Closing Date:
06-Dec-2023 0:00
Please note: The closing date reflects the time zone of the Primary Location for this job posting.
Primary Location:
Melbourne CBD & Inner Suburbs Melbourne VIC
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