If you are an experienced Learning and Development professional, passionate about developing a dedicated team of trainers, with demonstrable experience creating and delivering modified or individualised learning plans, we have an incredible opportunity for you.
About you
You will have an understanding of adult learning principles, technology and e-learning across a remote workforce, ideally within an outsourcing environment. Your background in customer service and knowledge of quality management principles will serve you well as you design, deliver, implement and embed a competency learning and training framework within a contact centre environment.
You will be proactive and people focused as you lead and manage a diverse team of facilitators.
You are passionate about serving the community including those most vulnerable and you have experience in modifying learning and training plans for diverse learners, including individuals with disabilities or those requiring adjustments.
About the role
Reporting to the Contract Manager, you will ensure customer service operators are equipped with the job skills, capability, and confidence to effectively handle enquires with compassion and empathy as we service the needs of the disability community including providers and participants of a federal government agency
As the senior most leader of the L&D function you will;
Design and implement learning and development strategies, programs, and initiatives tailored to the specific needs of our contact centre and the needs of our client and their customers.
Collaborate with key stakeholders to assess training needs and identify performance gaps, ensuring alignment with organizational objectives and customer service standards.
Develop engaging and interactive training materials, including e-learning modules, presentations, job aids, and facilitator guides, using a variety of delivery methods to cater to diverse learning styles.
Conduct regular training sessions, workshops, and coaching sessions for contact centre staff, covering topics such as customer service skills, product knowledge, communication techniques, and system navigation.
Evaluate the effectiveness of training programs through assessments, feedback, and performance metrics, continuously improving content and delivery to maximize learning outcomes.
Stay up-to-date with industry trends and best practices in contact centre operations, customer experience, and learning and development, incorporating relevant advancements into training initiatives.
Foster a positive learning culture and provide ongoing support and mentorship to contact centre employees, promoting their professional growth and career development.
To be successful you will have:
Certificate IV Training and Evaluation or other relevant qualification.
Advanced experience with instructional methodologies and design, and modern mixed methods approach to learning.
Ability to develop learning strategies to promote inclusion and accessibility.
Deep understanding of competency-based learning approaches.
Experience in service or call centre environment.
Experience developing customer service essentials.
Experience in leading, developing, and coaching trainers.
Contribute to innovation and continuous improvement of system and process development.
Exceptional written and verbal communication.
Strong presentation skills.
Full working rights in Australia.
The highest levels of personal integrity and ethical behaviour.
This is a position of trust and responsibility requiring the highest levels of personal integrity, and to support this we will conduct a thorough probity and security assessment, which includes national police check as an essential selection component for this role. Applicants must hold full Australian Work Rights without any restrictions in order to be considered for this opportunity.
Join Us
If you are inspired to make a positive difference and would like to be considered for this opportunity, please apply now.
Serco values of Trust, Care, Innovation and Pride underpin everything we do. We are curious, creative and collaborative. Our people help in ways that matter.
We are committed to diversity and we encourage people to apply from different backgrounds. By joining Serco you will have access to our Global Employee Networks - SercoInspire (Gender), SercoEmbrace (Multicultural), SercoUnlimited (Disability) and In@Serco (LBGTI+) Serco Employee Networks, led by colleagues who are passionate about diversity, inclusion and belonging.
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