With more than 218,000 members we've been a part of the Tasmanian community for over 100 years – we're Tasmania's shoulder to lean on and voice when it matters. Our values guide us in all that we do – Engage with Heart, Unleash Potential, Walk the Talk and Together we Thrive. With our local knowledge and as the state's number one brand we're here to support our members by helping them enjoy life, giving them a helping hand and making their money go further.
Are you a Training superstar? Do you love making a difference?
RACT has an exciting opportunity for a Training Lead to join our Customer Service Solution Project. This role will be full-time on a 9‐12 month contract (depending on the needs of the Project).
The Training Lead ensures operational staff are ready and able to adopt our contact centre transformation. This role designs, develops, and delivers comprehensive training programs that equip staff with the knowledge and skills to use new platform capabilities and execute operational processes effectively.
Your accountabilities:
* Develop a comprehensive training strategy aligned with project implementation phases, conduct training needs analysis, and create role‐based training paths for diverse audiences.
* Design and develop training materials including user guides, quick reference cards, eLearning modules, video tutorials, simulations, and hands‐on exercises.
* Establish training delivery model including classroom, virtual, eLearning, and just‐in‐time support, and coordinate logistics including scheduling, venues, and technology.
* Lead delivery of critical and complex training sessions while overseeing and supporting Training Officer's delivery of routine content.
* Develop and manage training environment for hands‐on practice and create realistic scenarios reflecting RACT's processes across insurance, roadside assistance, and membership services.
* Implement training evaluation frameworks including surveys, assessments, skill demonstrations, and on‐the‐job performance validation.
* Coordinate super‐user and champion programmes and develop post‐training reinforcement strategies including refresher sessions and performance support tools.
* Manage the training schedule to ensure completion before each deployment phase, tracking completion, assessment results, and learner feedback.
* Collaborate with stream leads to align training content with technical capabilities, process changes, and compliance requirements.
* Establish train‐the‐trainer programs to build internal capability for ongoing training and new hire onboarding post‐project.
Successful candidates will have:
* 3-5 years' experience in learning and development, instructional design, or training delivery roles with proven track record in technology implementation training.
* Strong knowledge of adult learning principles, instructional design methodologies, and experience with multiple training delivery modalities (instructor‐led, virtual, eLearning).
* Proficiency in eLearning development tools, Learning Management Systems, and strong facilitation skills with ability to deliver training to diverse groups.
* Contact centre knowledge including operational workflows, quality standards, and service delivery processes, with understanding of how training supports change adoption.
* Project management skills including work planning, resource coordination, milestone tracking, and ability to manage training logistics across multiple operational teams.
* Excellent communication skills with ability to explain complex concepts clearly and adapt training plans as project timelines or requirements change.
* Certificate IV in Training and Assessment or instructional design certification highly regarded, with Microsoft Office proficiency and video editing or graphic design skills valued.
At RACT, we're not just a workplace – we're a community. When you join our team, you become part of something bigger. Your ideas and the work you do will help shape our community and environment.
Here's why you'll love being part of our team:
* Staff discounts: Enjoy significant discounts on RACT home and car insurance, and free Ultimate Roadside Assistance.
* Wellbeing leave: Three days of Wellbeing Leave available per year that can be used however you wish.
* Superannuation contribution matching: For every dollar you contribute to your superannuation, we'll match it up to 2%.
* Flexible work: Life isn't one‐size‐fits‐all, and neither is our work. Balance your life commitments with our flexible work environment.
By joining RACT you'll be a part of an inclusive culture that celebrates diversity – every individual is valued and respected. We invite people from all backgrounds to apply.
Ready to join the RACT family? We would love to hear from you!
Reach out to our People and Culture Team on if you have any questions about this role or working with RACT. Please submit your applications via SEEK and attach an up to date resume and cover letter by 9am Monday 23 March 2026.
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