Customer Service Representative - Training Lead - 12-month Opportunity

The Role We are seeking a Customer Service Training Lead to join our National Contact Centre (NCC). In this role, you will drive service excellence by building team capability through training, coaching, quality assurance and continuous improvement initiatives. You will provide real-time operational support, maintain training and operational resources, and ensure Customer Service Representatives have the knowledge and skills to deliver an outstanding customer experience. Working collaboratively with Customer Service Representatives, leaders and key stakeholders, you will support the onboarding, development and ongoing performance of team members while fostering a positive, customer-focused culture. Reporting to the Operations Manager – National Contact Centre, this position operates in a hybrid work environment Industry experience and/or a passion for community work is highly regarded. What’s on offer This is a 12-month Full Time Fixed term Contract, with working hours scheduled between 8:30am to 5pm, Monday to Friday. While we offer work-from-home options, regular attendance at our NSW Bella Vista office is required; therefore, only Sydney-based candidates will be considered for this role. Please note: Training for this role is at the Bella Vista Office 8:30am to 5pm for a period of 2 to 4 weeks. After completing the training period, you will work 2 days onsite and 3 days from home each week. What we’re looking for To thrive in this role, you'll need to have: Proven experience as a high-performing Customer Service Representative or equivalent contact centre role. Demonstrated ability to train, coach or mentor team members. Experience supporting onboarding of new employees. Demonstrated ability to interpret and apply operational procedures and work instructions. Excellent communication and facilitation skills. Ability to coach and provide constructive feedback to peers. Strong attention to detail and commitment to quality standards. Ability to identify knowledge gaps and implement practical solutions. Empathy, patience and a solution-focused approach. Resilience and a positive attitude. Strong computer skills and experience with CRMs (Salesforce experience is advantageous). Industry experience and/or a passion for community work is highly regarded. Why choose Silverchain Everyone at Silverchain, from our care teams to leadership, plays a vital role in delivering Best Care. It’s a team effort. Best Care is care that is safe, personal, connected and effective. We are proudly one of the few Australian home care providers accredited in both national health and aged care standards. This means the quality of care we provide is expected to meet the same standards as a hospital or residential aged care facility. As a not-for-profit organisation, we re-invest our funds into research and developing innovative models of care to set the industry benchmark for the provision of the best care in the home. We'll also provide you with opportunities to help you develop and grow in your career, with training and education programs to help you achieve your goals. How to apply To submit your application, click ‘Apply’. Prior to commencement, every preferred candidate must complete a National Police check, Work Rights check and confirm their COVID-19 vaccination status (although not mandatory it is highly recommended). At Silverchain, we recognise the positive contribution that a diverse workforce makes to our organisation where individuals can be authentic, are respected and celebrated. We strongly encourage applications from Indigenous Australians, people of all ages, gender, abilities, culturally diverse and linguistic backgrounds. Kindly note that we do not accept applications via email. Unsolicited applications from agencies will not be accepted. We reserve the right to commence the recruitment