Call Centre Trainer

3 days ago

Brisbane, Queensland, Australia Auto & General Holdings Full time

**About Us**
At Compare the Market, we're a fast-growing FinTech reshaping how Australians compare and choose financial products. From insurance to energy and home loans, we make smart decisions simple.

We're a values-led team that thrives on collaboration, ownership, and innovation, all while keeping our customers at the heart of what we do.

**The Opportunity**
We're looking for a passionate Nesting Coach to join our dynamic General Insurance Contact Centre team. The Nesting Coach plays a key role in guiding new call centre consultants through the end-to-end onboarding experience, from induction to live operations. Acting as both a team leader and learning facilitator, you'll provide real-time support, mentorship, and feedback to build confidence, develop skills, and uphold high-quality call standards during the critical nesting phase.
- Provide day-to-day supervision, training and coaching to new consultants during their onboarding phase
- Facilitate workshops, huddles, and call calibrations to reinforce best practices
- Deliver real-time, constructive feedback to drive continuous improvement
- Act as the first point of contact for queries and escalations from new team members
- Monitor key performance metrics including call quality and customer satisfaction
- Collaborate stakeholders to ensure seamless onboarding
- Continuously refine the nesting experience based on feedback and evolving business needs

**Benefits**
At Compare the Market we offer a dynamic and collaborative work environment where your talents will be recognised and rewarded. You'll have the opportunity to make a meaningful impact and contribute to our continued success, we also provide:

- Vibrant and social community who have annual celebrations, family fun days and regular events.
- Enjoy additional leave days - 'ME' leave and 'Volunteer Day' leave.
- Employee discounts on Car, Home, Travel insurance.
- Income protection insurance provided to support you in the event of non-work-related illness or injury.

**About You**
- Experience in a call centre environment (Team Leader or L&D background preferred)
- Exceptional communication and interpersonal skills
- Proven ability to coach, motivate and develop others
- Strong facilitation and time management abilities
- Comfortable working with performance data and KPIs
- Certificate IV in Training & Assessment (desirable)
- Tier 2 General Advice in General Insurance and/or ANZIIF GICOP training (advantageous)
- At Compare the Market we're proud to be an Equal Opportunity Employer and we embrace diversity._

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