The Customer Service Management Centre (CSMC) is a centre of excellence, focusing on Customer Experience throughout the NEC customer lifecycle. The lifecycle commences from customer on-boarding, to providing a 7*24 Service Centre and ongoing Service Assurance. The CSMC continually strives to deliver a service that is relevant and meets our customer's needs. The CSMC capability is the foundation for customer satisfaction, stability, reliability, quality and continuous improvement of the services in the NEC Managed Service portfolio.
We are now looking for a Trainer to join our CSMC team on a part time basis (0.6 FTE).
The role will take accountability for coordinating and delivering the training requirements for the CSMC Training program and some customer support. This program is designed to maximise service quality and operational productivity through training to ensure the delivery of customer service excellence.
**Primary Accountabilities**
- Develop, deliver and conduct training programs and courses that meet organisational and individual training needs in consultation with key stakeholders such as the Team Lead - Training and CX.
- Develop, coordinate and deliver training requirements for new customer transitions and conduct post transition reviews.
- Evaluate and review the effectiveness of training conducted.
- Manage the administrative training documentation and the training record management requirements for the Customer Service Management Centre including attendance, attainments, accreditations, qualifications, and develop and maintain a catalogue (Learning Management System) of learning and development resources.
- Working with key stakeholders such as Quality Analysts to determine areas of success and improvement and review Training Programs as appropriate.
- Support the CSMC Learning and Development program by developing programs to support participants from Traineeships and community based programs where necessary.
**Key Skills and Experience**
- Strong Customer Focus
- Proven initiative
- Demonstrated experience within a similar role
- High level of competence in delivering a range of training and development programs
- Experience working in a Service Desk Environment
**Qualifications Preferred**
- Certificate IV in Training and Assessment
- ITIL Foundation Certificate (V3)
At NEC, we offer an outstanding working environment, fantastic corporate culture and an excellent track record of internal promotions along with continuous learning and development opportunities. We place great emphasis on our staff satisfaction, and you will enjoy a wide range of benefits such as flexible work options, 12 weeks paid parental leave, NEC Partner Product Discounts, access to great discounts at many retail providers, health and wellbeing program and much more.