Learning and Development Coach
Caltex
  • locationSydney, NSW
  • salaryNot disclosed
  • full-time 15 January 2021
  • locationSydney, NSW
  • salaryNot disclosed
  • full-time
Job Description

Date: 15-Jan-2021

Location: Sydney Metro, New South Wales, Australia

Company: Ampol

Permanent Full-time opportunity
Role where you can add value
ASX listed with over 100 years of history

About Us!

At Ampol, we make life easier. We keep millions of people moving every day and continue to be Australia’s leading transport fuel supplier and convenience retailer. Our business is dynamic and often technical, and we rely on talented people who seek to find solutions in complex, often diverse operating environments.

About the role & team:

This is a dynamic role where you will work autonomously and contribute to the improvement of workforce capability by coaching team members across the Customer Service team to ensure ongoing development as well as a consistent outcome for every Customer-facing interaction. You will also co-ordinate and support the development, implementation and delivery of learning and development interventions across Customer Service.

You will report to our Business Improvement Manager and join a small team, supporting a wider contact centre team of approximately 30 people.

This role is based at our Sydney CBD office and predominantly more office based and note that we will moving to brand new offices in Alexandria mid-2021.

Key Responsibilities:

Develop and manage Customer Service and Sales team new starter onboarding.
Identify, develop and execute individual and team wide training needs.
Develop a thorough knowledge of the top 80% of Customer-facing interactions and formulate appropriate processes and scripts for each of these interactions.
Work closely with Managers and Team Leaders to identify and prepare a series of documents covering standardised scripts and processes.
Support the Quality Monitoring process to assist in the development of a program of Quality Monitoring (QM) assessments across all Customer Service teams.
Organise and co-ordinate agreed learning and development programs and events for Customer Service and B2B Sales and liaise with external vendors to ensure the smooth delivery of any outsourced learning and development programs or initiatives.
Advise Customer Service teams on best practice in customer experience and document preparation e.g. procedures, scripts and cheat sheets

About you:

You will have demonstrated experience working in training or Learning and Development role within a customer service environment. You’ll be a driven individual with experience mentoring and coaching team members and a proven track record of lifting workforce capability. You’ll bring honed written and verbal skills and be a confident presenter.

Your strong stakeholder management skills and high attention to detail allow you to multi-task and thrive in a fast-paced and collaborative team. Strong negotiation and influencing skills will help you succeed and achieve in this role.

What we can offer:

Flexible work options, including working from home arrangements
Career development opportunities
BabyCare Package (including a BabyCare bonus).
Employee Share Scheme
Ampol 25% fuel discount

We’re an equal opportunity workplace. We embrace diversity and inclusion and celebrate what makes us unique. We’ll take you further with freedom and flexibility to be you.

Want to take your career to the next level? Apply today.

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About

As a leading specialist fibre and network solutions provider, Vocus connects people, businesses, governments, and communities across Australia and New Zealand, to the world. With a world-class team of experts, we challenge convention and do things d

About Caltex

Supporting Documents

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Learning and Development Coach

  • Job Details:
    Not disclosed AUD
    Sydney, NSW, Full time
  • Key Dates:
    15 January 2021
    Last 5 days to apply
  • Industry:
    Manufacturing
  • Insights:
    0 Applicants
    1 Views
Job Description

Date: 15-Jan-2021

Location: Sydney Metro, New South Wales, Australia

Company: Ampol

Permanent Full-time opportunity
Role where you can add value
ASX listed with over 100 years of history

About Us!

At Ampol, we make life easier. We keep millions of people moving every day and continue to be Australia’s leading transport fuel supplier and convenience retailer. Our business is dynamic and often technical, and we rely on talented people who seek to find solutions in complex, often diverse operating environments.

About the role & team:

This is a dynamic role where you will work autonomously and contribute to the improvement of workforce capability by coaching team members across the Customer Service team to ensure ongoing development as well as a consistent outcome for every Customer-facing interaction. You will also co-ordinate and support the development, implementation and delivery of learning and development interventions across Customer Service.

You will report to our Business Improvement Manager and join a small team, supporting a wider contact centre team of approximately 30 people.

This role is based at our Sydney CBD office and predominantly more office based and note that we will moving to brand new offices in Alexandria mid-2021.

Key Responsibilities:

Develop and manage Customer Service and Sales team new starter onboarding.
Identify, develop and execute individual and team wide training needs.
Develop a thorough knowledge of the top 80% of Customer-facing interactions and formulate appropriate processes and scripts for each of these interactions.
Work closely with Managers and Team Leaders to identify and prepare a series of documents covering standardised scripts and processes.
Support the Quality Monitoring process to assist in the development of a program of Quality Monitoring (QM) assessments across all Customer Service teams.
Organise and co-ordinate agreed learning and development programs and events for Customer Service and B2B Sales and liaise with external vendors to ensure the smooth delivery of any outsourced learning and development programs or initiatives.
Advise Customer Service teams on best practice in customer experience and document preparation e.g. procedures, scripts and cheat sheets

About you:

You will have demonstrated experience working in training or Learning and Development role within a customer service environment. You’ll be a driven individual with experience mentoring and coaching team members and a proven track record of lifting workforce capability. You’ll bring honed written and verbal skills and be a confident presenter.

Your strong stakeholder management skills and high attention to detail allow you to multi-task and thrive in a fast-paced and collaborative team. Strong negotiation and influencing skills will help you succeed and achieve in this role.

What we can offer:

Flexible work options, including working from home arrangements
Career development opportunities
BabyCare Package (including a BabyCare bonus).
Employee Share Scheme
Ampol 25% fuel discount

We’re an equal opportunity workplace. We embrace diversity and inclusion and celebrate what makes us unique. We’ll take you further with freedom and flexibility to be you.

Want to take your career to the next level? Apply today.


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