Location: Sydney Metro, New South Wales, Australia
Permanent Full-time opportunity
Role where you can add value
ASX listed with over 100 years of history
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.
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
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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