Customer Service Training And Development Specialist

• Great new office in Macquarie Park location 
• A role and company with purpose
• Thriving culture, bright future

We are Smartways. We are not just a logistics provider, we’re in the business of care. Smartways provides a range of bespoke logistics services and outsourced solutions for the medical and healthcare industry in Australia, providing time sensitive transport of medical equipment. We have successfully created a complete independent transport network that can service every hospital, clinic and laboratory in Australia and New Zealand. 

Now a thriving team of 80, plus 300 dedicated drivers and sites servicing all of Australia and Zealand it’s an exciting time to join the team!

Position Overview

As the Smartways Customer Service training & Development specialist you will development and deliver high quality learning and Development programs for our fantastic Customer Service team. You will play a key role in enhancing service delivery and ensuring a consistently pleasant and error-free customer experience. Moreover, our commitment extends to delivering exceptional support to both internal clients and business partners, maintaining a seamless operation.

You will:

• Training & Development Specialist:

Develop and update training programs and materials aligned with Smartways' business needs. Conduct regular training needs analyses in collaboration with target groups and contact center management. Design learning objectives linked to KPI outcomes and employ cost-effective learning methodologies. .

• Planning & Organising:

Plan and schedule internal and external training events in coordination with Customer Service operations leadership. Ensure a clear and updated training calendar for all employees. Organise training logistics, including facilities and technology equipment.

• Administration & Reporting:

Create and maintain a training database to generate reports on adherence, training quality, performance improvements, and staff satisfaction. Provide accurate and timely training reports as requested.

• Compliance & Customer Experience:

Adhere to corporate social responsibility, health, safety, and environmental standards. Prioritise activities and behaviors that contribute to a distinctive customer experience, aligning competencies for all Customer Service operations employees with Smartways' goals.

You will have:  

• Tertiary/High school qualification  
• Training/Facilitating qualifications  
• Microsoft Office courses qualifications
• Previous experience in training & development position in the contact center industry or similar industry
• Understanding of Customer Service operations processes & systems 
• Strong project management skills with the ability to multitask and work broadly
• Proficiency in microsoft office suite and familiarity in designing training process  
• Ability to consult and communicate with senior management and staff effectively 
• We are a small team that is hands-on and proactive in routinely spotting opportunities for improvement - you should be too

Our high-performing Customer Service comprises individuals from a variety of fields and backgrounds. Above all, we are seeking an enthusiastic team player who is passionate about developing our team to make a positive difference for our customers and patients. If this describes you, we encourage you to apply!