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Customer Service Training Specialist
2 months ago
At Auto & General, we're dedicated to providing innovative solutions that safeguard our customers in times of need. Our range of general insurance products protects customers on the road, at home, and on holiday, with various Car, Motorcycle, Home, Contents, Pet, and Travel Insurance products, as well as Roadside Assistance.
Our CultureWe're committed to a culture of 'high performance with high integrity,' which underpins our values and guides our interactions with customers, the community, and each other. We're passionate about the future and are always on the lookout for talented, passionate individuals who can help us achieve our goal of being Australia's best insurer.
The Trainer PositionThe Trainer position is crucial in building customer service onboarding and ongoing development through end-to-end facilitation of operational training requirements for customer service, regulatory requirements, and company-wide changes.
Key Responsibilities- Facilitate training programs that meet current and future requirements for organisational business units.
- Consult with key stakeholders, including business leaders, to identify and prioritise capability needs.
- Understand the impact of training delivery by maintaining relationships with Subject Matter Experts (SMEs).
- Design, develop, deliver, and evaluate non-technical L&D solutions to support business objectives, values, vision, and specific team requirements, in line with cultural integration.
- Research, recommend, and coordinate the implementation of modern, best practice training capability development methods, techniques, and strategies.
- Support Managers on coaching strategies to embed new training.
- Conduct evaluations of training effectiveness.
- Actively participate in continuous improvement initiatives by offering ideas and creative solutions to improve policies, processes, and learning tools. Participate in and/or deliver train-the-trainer sessions for new content and ensure materials are fit for purpose.
- Develop relationships with other training professionals, both internal and external, to share knowledge on best practice material design, delivery, and evaluation.
- Engage learners, understand their challenges, and provide necessary support.
- Certificate IV Workplace training (TAE) is preferred.
- High-level facilitation experience (on the job and/or classroom).
- Understanding of training/learning processes, theories, and methodologies, including adult learning principles and styles.
- Demonstrated ability in the application of learning design principles.
- Highly developed interpersonal, written, and organisational skills.
- Demonstrated ability to deliver multiple training programs for different audiences.
- Skills in Microsoft Office applications, including Word, Excel, and PowerPoint.
- Demonstrated capacity for self-management, participative decision-making, team participation, and the ability to accept, promote, and manage change.
- Location – This role can be based in Melbourne (Sunshine or Mulgrave), with our head office conveniently located in Toowong Village shopping centre, a city fringe location with access to retail, restaurants, various parking options, and public transport. We also have office locations in Kawana (Sunshine Coast) and North Lakes.
- Extra leave – Enjoy additional leave days on us. You'll receive a paid 'ME' day and one paid volunteer leave day annually. Team members can also purchase up to two additional weeks of leave per year.
- Paid parental leave – We support our new parents with paid parental leave and other benefits.
- Workplace giving – If you're passionate about a cause, then we are too – we offer workplace giving and we'll dollar match your donations to registered charities.
- Development opportunities – We're championing your development with internal programs and access to a wide range of online courses.
- Employee discounts – You'll receive discounts on Budget Direct insurance products.
- Reward and recognition – We reward high performance with employee recognition, reward, and incentive schemes.
- Onsite facilities – There's excellent end-of-trip facilities on offer and private spaces for nursing mothers.
- Get social – Join our vibrant social and community activities, including annual celebrations, family fun days, and regular events across each of our sites.
- Perks App – Access to an employee benefits and discounts app called 'Perks' offering great discounts, offers, and programs across a range of areas.
