Customer Service Training Specialist

Working at Transurban is different; it’s a place where you can see the benefits of your work play out in real life, every day. We create city-sized solutions—building and operating safer, smarter, and more sustainable roads—to solve pressing transport challenges that are slowing cities down.

About the role
To achieve a first-class customer experience, we need a highly trained Contact Centre team - that’s where you step in

As a Training Specialist at Transurban, you will help to ensure our Customer Service teams are equipped with the training and ongoing development needed to embark on and grow throughout their employee journey with us.

From onboarding new starters to building best-in-class training modules, this role provides variety and excellent opportunities for your own professional development. If you have a passion for furthering your career in the training and development field, we want to hear from you

Day-to-day, you will:
- Reporting into and closely supported by the Training and Knowledge Lead, you’ll be the SME for training requirements across the Contact Centre ensuring that our customers’ needs are met through best-in-class service and support- Facilitate induction sessions for new starters in the onshore Contact Centre in the financial hardship, complaints and Key Accounts teams- Develop and introduce new training modules to up-skill our existing team whilst considering quality evaluations and team Lead feedback- Use your phenomenal people skills to facilitate training through various mediums including face-to-face, virtually, and through self-paced online modules- Work closely and collaboratively with our offshore team Training team to ensure consistency and standardisation for training practices across the Customer Service

This role will suit someone with a curious mind and transferrable skills and experiences, including:
- Possess a Cert IV in Training and Assessment- Prior experience within a training or coaching role, ideally gained from within a Call / Contact Centre environment.- Confidence in public speaking, facilitating, and building relationships with the ability to manage expectations, influence, and gain commitment from a diverse group of stakeholders.- A passion for designing, developing, and implementing training solutions (familiarity with the ADDIE model would be helpful).- Strong commercial acumen and data-driven decision-making abilities enabling you to track, measure, recommend, and execute on continuous improvement initiatives.- Proven skills in liaising and negotiating, representing Transurban with sensitivity in customer interactions

With a career at Transurban, you’ll enjoy a range of benefits, including:
- A range of flexible working and leave options, including the option to purchase an additional six weeks of leave each year- 16 weeks paid parental leave (regardless of gender or carer status), with no waiting period, with Superannuation paid during unpaid leave as well- Learning and development opportunities to support your career interests- Health and wellbeing support—access to Headspace and our EAP program, wellness facilities, and more- Share offers and insurance benefits- Social activities, community give-back programs and paid volunteer days

We offer a range of flexible working and leave options, so you can balance your work and life commitments and interests. Have a conversation with us about how this could work for you.

We embrace diversity with a foundation of safety, wellbeing and inclusion; where everyone belongs. We treat everyone with fairness, consideration and respect, regardless of gender, gender identity, marital or family status, sexual orientation, age, ethnicity, religious beliefs, cultural or socio-economic background, perspective, and experience - whether they work for us or not. We want to ensure everyone feels comfortable and safe to express ideas, questions and concerns.


**Job Type**:
Permanent

Closing Date:
03-Mar-2025 0:00

Please note: The closing date reflects the time zone of the Primary Location for this job posting.

Primary Location:
Melbourne CBD & Inner Suburbs Melbourne VIC