Technical Learning Specialist

2 weeks ago

Sydney, New South Wales, Australia beBeeTrainer Full time $90,000 - $120,000
Job Overview

This role is pivotal in fostering a culture of continuous learning and excellence within the Customer Support team.

  • The incumbent will design and deliver impactful training programs that strengthen technical capabilities and align with organizational values.
  • Operating at a senior level, the trainer will provide guidance and expertise to the Customer Support team while actively leading key initiatives to achieve customer excellence objectives.
Key Responsibilities
  • Training Program Development & Delivery:
    • Develop and implement a robust training program for induction, up-skilling, and change management initiatives within the Customer Support team, emphasizing values and technical competencies.
    • Utilize various delivery methods including classroom-based sessions, digital/webinars, self-directed modules, and external resources to cater to diverse learning styles and preferences.
    • Maintain a repository of 'always-on' training materials that are accessible at any time to meet ongoing training needs and support continuous learning.
  • Training Material Management:
    • Collaborate with stakeholders to maintain updated records of training materials, working closely with trainers to incorporate updates related to new product releases or process changes.
    • Ensure compliance with organizational policies and procedures by integrating relevant risk management principles into training content and activities.
  • Data Utilisation & Improvement:
    • Utilize data and insights provided by Quality, Performance, and Risk Specialists to identify training improvement opportunities and address gaps proactively for staff within the Growth and Health teams.
    • Collaborate with stakeholders to enhance training effectiveness and align training programs with evolving business needs and customer expectations.
  • Support & Transition:
    • Work closely with leaders across the Growth and Health teams to support their teams post-training, facilitating a smooth transition from training environments to on-the-job learning.
    • Conduct floor walking and provide hands-on support to new starters during their initial week/s on the job, ensuring they feel confident and prepared to deliver exceptional customer support.

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