National Learning
2 weeks ago
This is an exciting opportunity to elevate training and development for a leading Australian manufacturer and distributor of premium surfaces and building materials.
We are seeking an experienced Lead Learning & Development Specialist to transform a National Contact Centre, supporting Customer Service, Key Accounts, Support Services, and Inside Sales teams. The successful candidate will design, deliver, and refine learning programs that empower staff at all levels.
About the Role:
- Develop and implement comprehensive learning strategies for new starters and existing staff.
- Assess training needs through consultation with managers, performance data, and staff feedback.
- Create engaging instructional content and detailed work instructions for face-to-face training sessions.
- Facilitate both technical (systems, product) and soft skills (quality conversations, objection handling) training sessions.
- Lead new starter induction programs and ongoing professional development initiatives.
- Assess training needs, measure learning effectiveness, and drive continuous improvement.
- Collaborate with stakeholders to align training with business goals.
- Manage learning budgets and resources efficiently.
About You:
- Demonstrated experience in instructional design, content creation, and facilitation.
- Strong ability to develop clear, practical work instructions and training materials.
- Confident delivering both technical and soft skills training.
- Self-starter with a passion for rebuilding and innovating training programs.
- Excellent communication, stakeholder engagement, and teamwork skills.
- Strong knowledge of customer service and sales processes, ideally from a product-based industry.
- Able to work full-time on site during induction periods, with flexibility to work from home outside of induction.
- Experience in training delivery within contact centre or similar environment.
- Certificate IV in Training and Assessment or equivalent.
- Experience with e-learning platforms and digital training tools.
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