Empowering Staff Through Innovative Learning Solutions
3 days ago
Job Title: Learning and Development Specialist
We are seeking an experienced Learning and Development professional to lead the transformation of our National Contact Centre. This role will empower staff at all levels through designing, delivering, and refining learning programs.
About the Role
- This position reports directly to the National Contact Centre Manager, ensuring alignment with operational goals and strategic initiatives.
- You will collaborate with a high-performing leadership team to facilitate engaging induction and ongoing training.
- The ideal candidate will design learning strategies for new starters and existing staff, assess training needs, and create robust resources for technical and soft skill development.
- You will also lead new starter induction programs and ongoing professional development initiatives.
- The successful candidate will foster a culture of continuous learning and professional growth within the Contact Centre.
Key Responsibilities:
- Develop and implement 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.
- 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 L&D 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 in Melbourne during induction periods, with flexibility to work from home Mondays and Fridays outside of induction (Tues-Thurs on site).
- 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.
Becoming Part of Our Team
If you're passionate about learning, thrive in dynamic environments, and want to help build a culture of excellence and growth, we'd love to hear from you.
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