Training and Assurance Manager

Summary about this job

Detail information about job Training and Assurance Manager. Terms and conditions vacancy

Owned by amaysim (ASX AYS), Click Energy is an online energy retail business, which has customers across Victoria, South Australia, New South Wales and Queensland. We also own and operate On The Move, assisting moving customers with their utility needs, including electricity, gas, phone, broadband and pay TV.

At Click we are proud to say that we are Australia's fastest growing gas and electricity retailer and we offer an agile, friendly and supportive culture along with the opportunities that occur within a positive, growing and ambitious organisation.

We are looking for an energetic, commercially astute Training and Assurance professional to fill this newly created role. You will be naturally curious, with a drive to identify opportunities to develop people and improve business performance. Your proven track record in call centre training and compliance within a regulated industry will enable you to lead your small team in the delivery of best practice solutions. Adaptability, strong organisation skills and the ability to operate in a fast-paced environment is key to this position.

What will your day look like?

Reporting to the Head of Sales - Contact Centres, The Training & Assurance Manager is responsible for two key streams within the Click Group Contact Centres:

Training

• Develop, implement, facilitate and manage the Sales Call Centre Sales Training Programs. 
• Identify and assess current and future sales training needs through training needs analysis, and consultation with line managers.
• Create and deliver group and personalised training and development plans designed to meet business KPI’s and address skill gaps, needs and expectations.
• Coordinate and manage all operational training attendance and competency records.
• Own, manage & deliver the Sales & Assurance Team Induction Training program.
• Design L&D deliverables through traditional and modern training methods as required (coaching, on-the-job or classroom training, e-learning, workshops, simulations, etc).

Assurance

• Responsible for compliance across all channels including Click Energy, amaysim Energy and our On The Move business.
• Accountable for working with the Head of Sales – Contact Centres to implement training quality & compliance benchmarks across all channels and align with retailer requirements as per contracted terms with tier 1 retailers and telco providers for the On the Move business. 
• Manage the end `to end requirements that ultimately deliver quality sales and retention results through people within the call centre, through a tight small quality assurance team.

With 3 direct reports, the Training & Assurance Manager is responsible for the construction and maintenance of compliance frameworks and for ensuring that call quality standards within the Click Group Contact Centres are compliant with Quality Assurance and EIC regulations.

Exceptional customer service skills, stakeholder management, effective leadership and the ability to “get stuff done” will make this role successful.

To be successful you will need to have:

Extensive experience working in an L&D design and delivery capacity within a call centre environment.

Had responsibility for Compliance/Quality Assurance in a call centre environment within a regulated industry

Experience working with new trainers in training methodology including creation of content and delivery.

Training facilitation experience

Call Centre knowledge, including technical and workflows

Sales management and coaching skills

Process delivery and execution capability

Excellent communication and rapport building skills

Microsoft office – minimum intermediate level

Ideally you will also have:

People management and leadership experience

Energy industry experience

Understanding of EIC compliance and legislative requirements

Working @ Click:

The Click team has a great sales culture and consistently enjoys success. We are a business that has been growing exponentially over the past decade, and doesn’t look like slowing down! The perks of working for a growing business include brand new offices at the top of Collins Street, plenty of development opportunities in a team rich with experience, access to the Executive Leadership Team and the ability to make a real, tangible difference to our results!

How to apply:

CLICK to apply! Please share your resume and a cover letter telling us about yourself and why you’d like to work with us.