* Permanent, full-time opportunity based in Melbourne
* Drive capability uplift across complaints handling and customer resolution teams
* Blend of strategic learning design, content development and facilitation
* Work within a major financial services organisation
The Opportunity
We’re partnering with a large financial services organisation seeking a Learning & Development Specialist to join their team. This role is dedicated to learning outcomes across frontline operations - particularly focused on complaints handling and broader customer resolution functions.
You’ll be responsible for designing, implementing and facilitating impactful training programs tailored to the organisations strategics needs. Collaborating with senior leaders and team manager, you’ll assess capability gaps and create engaging learning solutions that support performance, development and customer experience outcomes.
Key Responsibilities
o You will understand business learning priorities and translate them into clear and actionable learning and development delivery plans.
o You will collaborate with team leaders and senior managers to identify training needs by assessing gaps and future capability requirements.
o You will design and deliver tailored training programs that support both technical and behavioural development, with a focus on complaints handling and customer resolution.
o You will develop engaging learning materials including eLearning modules, facilitator guides and support long-term growth.
o You will facilitate learning sessions through a mix of virtual workshops, in-person training and webinars to suit diverse learning preferences.
o You will implement blended learning strategies by combining instructor led, on-demand and peer-to-peer learning formats to drive engagement and retention.
What We’re Looking For
We’re seeking a confident learning professional with strong content creation, stakeholder engagement and facilitation skills. You’ll ideally bring:
o Experience designing and delivering L&D programs in corporate or service-oriented environments.
o Ability to conduct learning needs analysis and apply human-centered design.
o Coaching skills - supporting individuals and teams through growth and change.
o Excellent written and verbal communication, with strong presentation and facilitation ability.
o Project management skills - capable of managing multiple learning initiatives at once.
o Experience in complaints handling, customer care or regulated industries.
Benefits
o Join a high-impact team with a leading financial institution.
o Long-term opportunity with meaningful work and visible outcomes.
o Flexible work arrangements and a collaborative culture.
o Competitive salary package and access to wellbeing initiatives.
If this sounds like your next opportunity, please apply directly or contact Will Belcastro (Will.Belcastro@teksystems.com) in our Sydney office or Georgia Hood (Georgia.Hood@teksystems.com) in our Melbourne office quoting Job Reference 544244 to arrange a confidential chat.