Customer Service Training Facilitator

About Team Global Express

Team Global Express (TGE) is an Australian-owned transport and logistics business delivering to Australia and New Zealand. We're not only transforming our operations but striving towards changing the logistics industry and becoming an Environmental, Social, and Governance leader by 2030. To learn more about our story, visit www.tgexpress.com.au

Why TGE

We care about our customers, our people, and our planet. We are always innovating and improving our services. We are driven by passion and purpose, and we never stop.

What we offer

• Competitive salary above industry standards
• Upskilling, training, mentoring and more to support your career development journey
• Fun and practical employee perks and discounts
• Flexible work, including work from home
• Inclusive parental leave policy that supports all parents & carers
• Peer recognition awards acknowledge when you go above and beyond

About the role

As a member of our Training and Quality Team, you'll drive our Contact Centre training strategy, ensuring a comprehensive colleague-centric approach to learning. Located at Melbourne Airport, your role encompasses designing, delivering, and maintaining training activities for colleague onboarding and continuous upskilling. Your expertise will shape the learning journey for our colleagues, empowering them to excel in their roles and provide exceptional service to our clients.

What you'll do

• Lead the Contact Centre induction program, ensuring its delivery, regular review, and continuous improvement. Customise it to align with specific client and team learning outcomes.
• Provide ongoing support beyond the induction phase. Focus on enhancing team members' skills related to client-specific requirements.
• Stay informed about changes in clients, industry trends, legislation, and systems. Guide initiatives driven by these changes.
• Develop and measure learning and development team members against key performance indicators (KPIs). Contribute to the overall success of the Contact Centre Team.
• Collaborate on creating, documenting, and refreshing learning materials for in-house training.
• Continuously innovate assessment and audit techniques to ensure relevant and updated content.
• Provide regular learning reports and feedback to staff and management.

What you'll bring

We're looking for someone who brings enthusiasm for detail, continuous improvement, and exceptional learning experiences. Your professional and nurturing demeanor, coupled with strong emotional intelligence and a growth mindset, will make you stand out. As an exceptional team player, you'll inspire others toward achieving objectives.

• Minimum 2 years of experience in Training/Facilitator Delivery
• Certificate IV in Training and Assessment - TAE40116-01.
• A customer-oriented approach, with proven expertise in providing feedback and coaching, and a history of 2-3 years in a Customer Service-related role.
• Preferably have knowledge of the freight industry and experience with Contact Centre and telephony systems.
• Demonstrated ability to engage with stakeholders effectively. This includes facilitating discussions, influencing outcomes, and building strong relationships with various stakeholders, such as team members, clients, and external partners.
• Proven experience in delivering results through coaching and mentoring. Ability to guide and develop others, fostering growth and enhancing their capabilities.
• Proficiency in creating and reviewing data sets to inform evidence-based actions. This involves analysing relevant information, drawing insights, and making informed decisions to drive positive outcomes.
• Demonstrable skills in creating training content using tools like MS Word & PowerPoint, with experience in continuous improvement and usage of Salesforce.

An inclusive workplace, works for everyone

We celebrate difference. We are committed to a diverse and inclusive workplace that gives everyone the chance to contribute to a bigger and brighter future with us. As an Equal Opportunity Employer, we welcome and invite applicants of all ages, cultural backgrounds, genders, sexual orientations, people living with disabilities, neurodiverse individuals and Aboriginal and Torres Strait Islander Peoples to apply. Team Global Express acknowledges the Aboriginal and Torres Strait Islander peoples as First Peoples of Australia and the Māori, as tangata whenua and Treaty of Waitangi partners in Aotearoa New Zealand.

Our recruitment process

Applying for a job starts with an online application form, from there you may be invited to complete an online assessment followed by a virtual or in person interview. The last step is undergoing pre-employment checks, which includes a criminal history check and a medical assessment including fitness to work and drug & alcohol screening.

Other things to note

• When you apply, please tell us the pronouns you use and any reasonable adjustments you may need during the recruitment process.
• During the recruitment process, please keep an eye on your junk emails and spam folders for updates.
• TGE is listed as one of LinkedIn's Top Companies of 2023 in Australia.

Additional Information

We believe nurturing a diverse and inclusive workplace, which celebrates different points of view and gives everyone the chance to contribute, as we build to a bigger and brighter future.

As an Equal Opportunity Employer, all qualified applicants will receive consideration for employment without regard to race, religion, gender identity or expression, sexual orientation, age, marital or disability status.

It's never been a more exciting time to join our team as we take the next step in our journey.

To find out more about us, visit https://www.tgexpress.com.au/careers

To be considered, you must be entitled to work in the specified country and be prepared to undertake pre-employment checks including a criminal history check and medical assessment.