Customer Engagement Training Specialist

6 days ago

Docklands, Victoria, Australia Estia Health Full time
Overview of the Position

The Customer Engagement Training Specialist is essential in providing thorough training on business processes and systems related to customer engagement, aimed at improving operational effectiveness and enhancing interactions with clients and their families.

Collaborating with colleagues across various locations, this role ensures that new employees are properly integrated into the organization, while also offering ongoing training sessions and refreshers for current staff to promote adherence to established processes and system usage.

Additionally, this position supports business operations through activities such as reporting and audits to ensure that customer engagement objectives and responsibilities are fulfilled.

The role involves close collaboration with various stakeholders, including Operations, IT, Quality Assurance, Finance, and Learning & Development teams, to optimize operational workflows.

Key Responsibilities:

Provide Comprehensive Training and Documentation

  • Create and update training resources (user guides, quick reference guides, etc.) to support effective training across business processes and systems for administrative staff, office managers, and customer support representatives. The systems may vary and include CRM (Microsoft Dynamics), Resident Contracts (Nera), Resident Funding (Health Metrics eCase), Visitor Management (Zipline), customer mobile applications, and reporting tools (Power BI).
  • Organize and manage the training schedule, delivering in-person or virtual training sessions as per the established plan, which may involve travel.
  • Keep records of training participation.
  • Collaborate with department heads to ensure training is tailored to each employee's role and responsibilities.
  • Provide feedback on training outcomes and contribute to enhancements in business processes and systems to boost efficiency.

Ensure Proper User Adoption and Address Issues

  • Conduct reviews and audits of system usage to ensure compliance with established processes, providing additional training and guidance to users as necessary.
  • Offer user support through various communication channels for business-related inquiries, escalating technical issues to IT for resolution.
  • Perform data corrections and administrative tasks within the systems as needed, ensuring that business support processes are well-documented.

Adapt to Changes in Legislation, Business Processes, or System Upgrades

  • Participate in User Acceptance Testing (UAT) for system upgrades related to customer engagement processes, identifying and communicating potential operational impacts.
  • Determine necessary updates to business processes, policies, and training materials in response to changes.
  • Revise or create new training materials and related procedures to reflect updates in legislation, operational processes, or system changes, and develop training plans for the rollout of new features or processes.
  • Formulate training plans and deliver sessions for any changes.

Drive Improvements and Reporting

  • Actively suggest and contribute to enhancements in processes and systems based on feedback from users and stakeholders.
  • Identify and resolve system errors in collaboration with IT.
  • Provide Subject Matter Expertise for projects as required.
  • Assist business users with ad-hoc reporting requests.

Ideal Candidate Profile:

  • Demonstrated experience in developing and delivering technical and process training solutions within the aged care sector.
  • Strong focus on service delivery.
  • Ability to engage a diverse range of stakeholders and build positive relationships.
  • Quickly understands operational requirements and effectively translates them into technical information.
  • Proven experience in mentoring and coaching staff to address compliance with standards.
  • Capable of overcoming objections and facilitating learning for new skills.
  • Ability to work independently as well as collaboratively within a team.
  • Excellent verbal and written communication skills, capable of presenting complex technical information to both technical and non-technical audiences.
  • Self-motivated and proactive individual.
  • Analytical thinker who critically evaluates results.

As a leading and rapidly expanding provider in the aged care sector, we seek exceptional individuals to join us in transforming the delivery of aged care services.

Commitment to Diversity:

We are dedicated to fostering diversity, equity, and inclusion within our workforce. We welcome applications from individuals of all backgrounds, including various ages, cultures, abilities, sexual orientations, and gender identities.

Important Note:

It is a requirement of employment that candidates are fully vaccinated against COVID-19 and Influenza. All shortlisted candidates will undergo necessary background checks.

Caution:

Please do not provide personal financial information when applying for positions. Stay informed on how to protect yourself during the job application process.

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