Senior Specialist, Customer Service Capability

About the role

The Senior Capability Specialist, Customer Service designs, develops and delivers learning solutions that enable AFCA’s Customer Service teams to perform and grow. You will lead induction and foundational programmes, maintain and expand learning resources, and ensure that training remains relevant, accessible and effective.

Key responsibilities

• Facilitate induction and foundational learning programmes for Customer Service employees.
• Translate business requirements into engaging, reusable learning solutions in partnership with operational leaders and subject‑matter experts.
• Maintain, improve and expand the learning resource ecosystem for the Customer Service capability.
• Apply adult learning principles, inclusive design and continuous improvement to keep the workforce high‑performing.

Required profile

• Experience in learning and development, capability, training or instructional design roles.
• Strong facilitation, presentation and stakeholder‑engagement skills.
• Ability to manage multiple priorities in a fast‑paced environment.
• Excellent written communication and plain‑English writing abilities.

Required skills

• Proficiency with Microsoft 365 applications for content creation.
• Experience using digital learning tools, learning management systems and e‑learning authoring tools.
• Familiarity with AI‑assisted content development and learning technologies.

What we offer

• Gold AWEI Accreditation 2025 – recognised for LGBTQ+ workplace inclusion.
• Accredited Family Friendly Workplace – supporting work‑life balance and inclusivity.
• Hybrid working – two days a week in modern collaborative offices.
• Additional inclusive leave options – flexible public holidays, gender affirmation leave, women’s health leave and bonus paid time off over the end‑of‑year holiday period.