Client Services & Support Trainer

About the role

The Client Service & Support (CS&S) Training team builds a capable, engaged and customer-focused workforce by equipping new and existing employees with the skills, knowledge and confidence they need. As a CS&S Trainer you will design, facilitate and continuously improve data-led training programs that support the onboarding, development and ongoing capability building of Client Service and Support employees. The position is full time and based in Melbourne.

Key responsibilities

• Design, facilitate and continuously enhance data-led training programs for Client Service and Support employees.
• Work closely with leaders and operational stakeholders, assessing learning needs and monitoring performance outcomes.
• Identify opportunities to improve capability through coaching, training interventions and continuous improvement initiatives.
• Observe employees in live and simulated environments, give meaningful feedback and partner with managers on performance uplift and long-term development.

Required profile

• Experience in Learning & Development, training, coaching, facilitation or a related capability-building role; experience in contact centres, customer service, operations or financial services is preferred.
• Ability to use data and insights to identify learning opportunities and measure training effectiveness (e.g. Get Help volume, resolution rate, quality scores, transfers, repeat interactions, error rate and AHT).
• Experience designing, developing and maintaining accurate, engaging and compliant learning content.
• Continuous improvement mindset and strong communication skills.
• Flexibility to work in a hybrid environment, including a minimum of 60% office attendance.

Required skills

• Outstanding presentation and facilitation skills in virtual and classroom settings.
• Experience delivering training across voice and digital/chat channels preferred.
• Desirable: exposure to learning management systems, digital learning tools, AI-driven learning solutions or e-learning content creation platforms.

What we offer

• Wellbeing leave day per year, up to 5 additional service bonus leave days, and up to 20 weeks' paid parental leave.
• Employee Assistance Program and wellbeing benefits, including skin and health checks and flu vaccinations.
• Salary packaging options, learning and development opportunities with professional membership reimbursement, and work-from-home equipment reimbursement.
• Flexible and hybrid working arrangements, dependent on role.