Client Care Trainer

About the role

Neurosensory, a hearing health care company with 25 clinics across Queensland, New South Wales, Victoria and Tasmania and part of Sonova, is looking for an experienced Client Care Trainer based in its Brisbane office. The role uses your clinic experience to coach and develop Client Care teams, helping them build confidence, strengthen their skills and consistently deliver an exceptional client experience. It is a permanent full-time position with travel to regional clinics as required.

Key responsibilities

• Provide expert guidance on Client Care Policies and Protocols and work with clinic leadership on continuous improvement
• Deliver induction and training to new Client Care team members
• Coach and mentor team members to build confidence, capability and consistency
• Help teams apply policies, protocols and processes, and give practical, on-the-job guidance
• Work with Senior Clinicians in Charge to strengthen Client Care performance and clinic operations
• Share best practice across clinics and identify opportunities to improve processes and service delivery
• Support testing and implementation of system and service improvements
• Assist clinic teams with client enquiries and operational challenges, and support promotional and client engagement activities
• Advise on invoicing practices, billing accuracy and other Client Care administration

Required profile

• Hearing industry experience highly regarded; experienced Client Care Representatives, Client Advisors, Clinic Coordinators or similar professionals welcome
• Experience in hearing care, audiology or a similar clinic environment
• Strong understanding of clinic operations and the client journey
• Experience coaching, mentoring, onboarding or supporting colleagues
• Willingness to travel to clinics as required

Required skills

• Communication skills and confidence connecting with people at different levels
• Organisation, prioritisation and time management
• Problem-solving and sound judgement
• Ability to work across priorities and adapt to different clinic environments
• Comfort with ambiguity and a desire for continuous improvement

What we offer

• Competitive remuneration package and salary packaging options
• Paid parental leave and birthday leave
• Employee discounts on Sonova products and access to over 500 Australian retailers
• Ongoing training, the LinkedIn Learning platform and an online wellbeing centre with EAP
• A values-driven, people-centred culture within a supportive team