Frontline Learning Specialist

3 weeks ago

North Melbourne, Australia Telstra Full time
Employment TypePermanent

Closing Date27 Sept 2023 11:59pm

Job TitleFrontline Learning Specialist

Job Summary

Job Description

Learning Specialist

As a Belong Learning Specialist you’ll work in the Belong Channel Operations team to design, develop and deliver learning programs to ensure our customer service teams are “job ready” to provide great customer experiences. This includes induction training for new starters, and learning interventions to equip our existing customer service teams with the skills needed for product and organisational change, and to improve customer experience.

The Belong Channel Operations team are responsible for optimising our customer service teams’ experience. Your peers will be other learning specialists, communications and R&R specialists, process and knowledge specialists and deployment specialists. Your training solutions will fit seamlessly with other Channel Operations team solutions (such as communications, knowledge, embedding, leader-led activities, etc) to deliver holistic people focused solutions that achieve business and customer outcomes.

We’re also overhauling how training is designed and delivered at Belong. You’ll be updating and redesigning existing learning content, curriculums and pathways and where appropriate converting face-to-face courses to learner led (eLearning) and blended learning solutions that are engaging, sustainable and repeatable. 

First Nations First 

We acknowledge the First Nations Peoples of Australia as traditional owners and custodians of the land and waters. Australia’s First Peoples are the oldest continuous culture on the planet. We humbly pay respects to their Elders past and present. 

About the job 

In the role you will: 

  • Consult with stakeholders to understand the change and/or business outcomes needed.
  • Conduct training needs analysis and identify impacted audiences.
  • Define the learner outcomes and instructional approach (aligned to design standards and training strategy).
  • Design and develop eLearning, blended learning and face-to-face training for new starters and existing staff in Belong’s customer service teams.
  • Collaborate with Workforce Management and Sales & Service leaders on learning deployment and ensure learning initiatives can be efficiently deployed to the target audience.
  • Define and design learning assessment and evaluation solutions (aligned to standards and strategy).
  • Identify impacts to existing training content, curriculums and pathways and make updates.
  • Redesign and convert existing face-to-face training to learner led (eLearning) and blended solutions 

About you 

You are a passionate learning professional with creative flair who has hands on experience designing and developing training for customer service teams. You can design and develop accessible multi-modal learning solutions that are engaging and deliver results. You have excellent organisational and stakeholder management skills, have a keen eye for detail and are a team player.

Skills and experience 

  • Training Needs Analysis
  • eLearning Instructional Design
  • Learning Content Development
  • Learning domain expertise
  • Visual Design
  • Attention to detail
  • Facilitation
  • Human Centered Design (HCD)
  • Negotiation

About Belong 

It feels good to bring people together.  

As a telco, we’re making our world a more inclusive place. That means giving Australians the tools they need to get things done in the digital world. Oh, and we’re doing that while being 100% carbon neutral.  

As an organisation, we're focused on having customer first mindset and delivering effortless customer experiences. 

As a workplace, we’re building a community of people who bring their whole selves to work. Workplaces can be brutally bland and that’s not good for anyone. Difference makes us all better and we’re always trying to get better. 

Our values 

We’re here to make our world a more inclusive place. That’s reflected in our four values: 

  • We care 
  • We’re better together 
  • We make it simple 
  • We’re change makers 

They help remind us that we care about the work we do and that, if we do it together, we can make our world a better place for our team and our customers.   

___________________________ 

We want our people to represent the customers we serve and encourage anyone with diverse experiences and unique perspectives to apply. 

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