Elevate Training and Development for a Leading Manufacturer
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We are seeking an experienced Learning & Development Lead to transform a National Contact Centre, supporting Customer Service, Key Accounts, Support Services, and Inside Sales teams.
As the L&D Lead, you will design, deliver, and refine learning programs that empower staff at all levels. You'll collaborate with a high-performing leadership team, facilitate engaging induction and ongoing training, and create robust resources to support both technical and soft skill development.
This role reports directly to the National Contact Centre Manager, ensuring alignment with operational goals and strategic initiatives.
Key Responsibilities
* Develop and implement learning strategies for new starters and existing staff.
* Assess training needs through consultation with managers, performance data, and staff feedback.
* Create engaging instructional content and detailed work instructions for face-to-face training.
* Facilitate both technical (systems, product) and soft skills (quality conversations, objection handling) training sessions.
* Lead new starter induction programs and ongoing professional development initiatives.
* Assess training needs, measure learning effectiveness, and drive continuous improvement.
* Collaborate with stakeholders to align training with business goals.
* Manage L&D budgets and resources efficiently.
* Foster a culture of continuous learning and professional growth within the Contact Centre.
About You
* Demonstrated experience in instructional design, content creation, and facilitation.
* Strong ability to develop clear, practical work instructions and training materials.
* Confident delivering both technical and soft skills training.
* Self-starter with a passion for rebuilding and innovating training programs.
* Excellent communication, stakeholder engagement, and teamwork skills.
* Strong knowledge of customer service and sales processes, ideally from a product-based industry.
* Able to work full-time on site in Tullamarine during induction periods, with flexibility to work from home Mondays and Fridays outside of induction (Tues–Thurs on site).
* Experience in training delivery within contact centre or similar environment.
* Certificate IV in Training and Assessment or equivalent.
* Experience with e-learning platforms and digital training tools.