Contact Centre Trainer

2 months ago

Sydney, Australia CMC Markets Full time

CMC are hiring We have a permanent opportunity for a Contact Centre Trainer to join our Client Services team, based in our Chatswood office.Please note that this role is only open to Sydney based candidates with full working rights (Citizen/Permanent Resident).

About Us

CMC Markets is a global leader in CFD trading and share investing. Our vision is to provide the ultimate online trading experience so everyone can achieve their financial potential. Since our launch in London in 1989, we’ve expanded globally with offices across Europe and Asia Pacific. Over 1.2 million clients make 67 million trades with us every year, and we’re still growing.

Please note that we operate onsite working and would require someone to come into the Chatswood office 5 days per week.

The Team

The Client Services team supports two lines of business – CFD’s and Stockbroking - operating in a multi-channel environment across voice, email and chat/messaging. The team is multinational with team members located across Sydney, Singapore, Auckland and Toronto and operating 24 hours a day across Monday to Saturday morning.

Role & Responsibilities

This role is responsible for developing and executing the overall Learning and Development Strategy and Career Development Framework for the Client Services team. This includes the design, build and delivery of the onboarding training program, and ongoing training and development of the team, to ensure Client Services has the skills and knowledge to deliver best-in-class service to clients and delivers on its operational and strategic objectives and outcomes.

Develop and implement an overarching Learning & Development framework for Client Services across CFD’s and Stockbroking that will deliver improved outcomes (client satisfaction, operational efficiency and employee engagement) and enable the strategic direction of Client Services.Develop and maintain a Client Services Onboarding Program, which delivers a positive, engaging and supportive experience for new team members, where they have the required skills and knowledge, and are confident and competent as they transition into the role. The program should align the experience across both the CFD and Stockbroking lines of business and contribute to improved client satisfaction, employee engagement, and operational efficiency.Develop up-skill and ad-hoc training and development programs to ensure team members are equipped with the knowledge and skills required to meet the operational and ongoing requirements of the business.Deliver effective and engaging onboarding, ongoing and ad-hoc training programs to ensure the success of the team and individuals.Partner with the Quality Manager and Extended leadership team to identify learning opportunities and ensure knowledge and skill gaps are addressed across the team.Represent Client Services on project working groups where required to understand leaning needs and develop and deliver required learning to ensure the team can support and embed the changes/initiatives.Develop and manage a Career Development Framework for the Client Services team that promotes engagement and employee retention and ensures the talent requirements of the overall CMC business are met.Coordinate RG146 enrolments, monitor completion within required timeframes and administer CPD registrations.Coordinate the communication and embedding of product and process changes across the Client Services team.Support other teams across the business with their (product and process) learning needs as required.Provide insights and guidance on L & D best practice and developments.Any other tasks that may be reasonably required by the Head of Client Services – Transformation.

Key Skills & Experience

Minimum 3 years Learning & Development experience, with demonstrated experience in content design and delivery.Experience working in a contact centre environment in the Financial Services industry.Graduate level or Cert IV in Adult Education.Demonstrated ability to communicate confidently and write clearly and concisely using appropriate grammar, style, and language to suit the communication purpose and audience.Knowledge and experience with Financial Markets and investments (desired), or Financial Services (required).Advanced presentation and facilitation skills.Experience administering and maintaining knowledge management systems.Strong relationship management and stakeholder engagement skills.Ability to thrive in a fast-paced environment.

Benefits

Charity give-back days.1 extra annual day of leave for your birthday.A dedicated benefits & wellbeing hub, for you to save on groceries, access retailer discounts and enjoy various resources to enhance your physical & mental wellbeing,

CMC Markets is powered by our people. We are an equal opportunities employer and are committed to creating a diverse and inclusive workplace, where our people feel confident to be themselves, feel valued and are able to do their best work. We don’t just value differences and unique perspectives, we seek them out and we invite them in, because we know it will lead to better outcomes for everyone.

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