Training & Onboarding Lead

Are you wanting to work for an organisation that values their people, invests in communities and has a commitment to our environment? Do you share a passion for maintaining a continual focus on Making a Difference with Real Care to customers and employees? If this sounds like you, then we have your next opportunity. We solve our customer's problems by making a memorable difference with care in delivering high-quality service with genuine care in our vehicle glass, home and commercial glass to electrical and plumbing services. About the Role We’re looking for a Training and Onboarding Lead to join our Customer Service Solutions team. This role is all about building capability, reshaping our learning and induction programs, and delivering training that reduces errors and enhances the candidate experience. You’ll play a key part in ensuring our team members have the skills and confidence to deliver world-class customer service. What you will be responsible for Design, deliver, and evaluate training programs for Customer Solutions Leaders and team members Develop engaging training materials, manuals, and e-learning content Conduct training needs assessments using surveys, interviews, and performance data Monitor customer interactions for quality assurance and provide coaching feedback Coordinate onboarding for new hires and maintain training schedules Collaborate with leadership to identify capability gaps and implement solutions Prepare reports on training effectiveness and continuously improve programs What you will bring to the role Strong knowledge of adult learning principles Ability to make complex concepts simple and engaging Resilient, solutions-focused, and passionate about continuous improvement Excellent stakeholder management and ability to influence outcomes Certificate IV in Training and Assessment Strong experience in designing and implementing training programs Excellent communication and facilitation skills Proficiency with e-learning platforms and Microsoft Office Suite Tertiary qualification in a related field Experience in a Contact Centre environment Competitive salary and annual performance bonus Flexible working arrangements Access to professional development and training programs Employee discounts on O’Brien® products and services Supportive and collaborative team culture Opportunities for career growth within a global organization Paid parental leave and wellbeing initiatives Why Join Us? At O’Brien®, our DNA defines who we are: Driven, Caring, Collaborative, and Genuine . We believe in delivering extraordinary results while supporting each other and our customers. If you’re passionate about learning and development and want to make a real impact, we’d love to hear from you. Apply Now and help us build a world‑class customer experience through capability and training excellence. If you meet the above criteria and you’re seeking a rewarding career with a nationally recognised household brand, then we would love to hear from you. Apply Now At O'Brien® , we put our customer at the heart of everything that we do, serving more than 360,000 Customers each year, 24 hours a day, 7 days a week, 365 days a year. O'Brien is also part of Belron ® , worldwide leader in vehicle glass repair, replacement and recalibration services, operating in 40 countries across 6 continents. Privacy To review and consider your application, O'Brien® collects personal information. To understand what is collected and why, carefully review the Applicant Privacy Notice presented during your online application and/or review our Privacy Policy and Terms of Use. Agencies O'Brien® does not accept unsolicited resumes or outreach from recruiting agencies. Absent a signed agreement and approval from O'Brien® to submit candidates to a specific requisition, we will not approve payment to any third party. Be careful – Don’t provide your bank or credit card details when applying for jobs. Don't transfer any money or complete suspicious online surveys. If you see something suspicious, report this job ad. #J-18808-Ljbffr