at Macquarie
Investment BankingPosted 15 days ago
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**Client Services & Support Trainer (24719) - Macquarie** Design, deliver, and optimize training programs for Client Services & Support (CS&S) staff, supporting onboarding, development, and capability building. This mid-level, permanent role requires experience in learning & development, exceptional facilitation skills, and data-driven approach. Collaborate with leaders and stakeholders, assess learning needs, monitor performance outcomes, and enhance capabilities through coaching and continuous improvement. Based in Melbourne with hybrid work arrangement. Apply now.
- Compensation
- Not specified
- City
- Melbourne
- Country
- Australia
Currency: Not specified
Full Job Description
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Client Services & Support Trainer
What role will you play?
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What you offer
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- Experience in Learning & Development, Training, Coaching, Facilitation, or a related capability-building role (experience within a contact centre, customer service, operations or financial services environments is preferred)
- Outstanding presentation and facilitation skills, with the confidence to engage diverse audiences in both virtual and classroom settings
- Strong analytical and problem-solving skills, with the ability to use data and insights to identify learning opportunities and measure training effectiveness (i.e. Get Help volume, resolution rate, quality scores (including QLs), transfers, repeat interactions, error rate and AHT)
- Experience designing, developing and maintaining learning content that is accurate, engaging and compliant
- A continuous improvement mindset, with a passion for innovation and finding better ways to support learner outcomes
- Strong communication skills with the ability to clearly convey complex information (Experience delivering training across both voice and digital/chat channels preferred)
- Flexibility to work in a hybrid environment, including a minimum of 60% attendance in the office
- Exposure to learning management systems, digital learning tools, AI-driven learning solutions or e-learning content creation platforms is desirable.
What we offer
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- 1 wellbeing leave day per year
- Up to 5 additional service bonus leave days per year
- Up to 20 weeks paid parental leave for primary caregivers along with 12 days of transition leave upon return to work, and 6 weeks paid leave for non-primary caregivers
- 2 days of paid volunteer leave and donation matching
- Up to 12 months gender affirmation leave, including 6 weeks paid leave
- Access to Employee Assistance Program and wellbeing benefits including skin and health checks, and flu vaccinations
- Access to a wide range of salary packaging options
- Access to a wide range of learning and development opportunities, including reimbursement for professional membership or subscription
- Hybrid and flexible working arrangements, dependent on role
- Reimbursement for work from home equipment
About Banking and Financial Services
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Inclusion at Macquarie
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We are committed to providing an inclusive environment for all, where different experiences, skills and perspectives are valued and respected. Macquarie provides access to opportunities for all individuals regardless of race, colour, religion, sex, sexual orientation, national origin, age, disability, protected veteran status, genetic information, marital status, gender identity or any other characteristic or circumstance.
We provide reasonable adjustments to individuals who may need support during the recruitment process and employment. If you require an adjustment, please let us know during the application process.
