Capability Coach - Customer Service

The Role

Bega Group are seeking an experienced Capability Coach; you will play a key role in elevating the performance and capability of Customer Service Consultants across our contact centre. You will design and deliver high-quality training programs, manage end-to-end onboarding for new hires, and continuously enhance learning materials. Working closely with stakeholders, you will use insights and feedback to drive capability uplift, ensuring teams are equipped to deliver outstanding customer service and meet key performance metrics. The successful candidate will be based in Melbourne and possess relevant experience within a large organisation.

Responsibilities

- Deliver engaging onboarding and ongoing training that builds product knowledge, systems capability, and customer service skills
- Manage end-to-end onboarding programs, ensuring current hires gain the tools, knowledge, and confidence for success
- Evaluate training effectiveness through assessments, observations, and feedback to identify performance gaps and improvement opportunities
- Create and maintain training materials including guides, manuals, and e-learning modules to ensure consistency and accuracy
- Collaborate with stakeholders and analyse performance data to improve training and support customer service metrics continuously

About You





- Demonstrated ability to deliver engaging training to diverse audiences using varied facilitation techniques to maximise learning outcomes
- Strong communication skills with the ability to simplify complex information and adapt to different learning styles and experience levels
- Solid understanding of adult learning principles and experience designing practical, learner-centred training solutions
- Proven experience building stakeholder relationships and using feedback and data to drive continuous improvement in capability programs
- Minimum two years' facilitation experience plus proficiency in Microsoft tools; SAP/CRM experience and Certificate IV in Training & Assessment desirable

Benefits

- Join a dedicated, forward-thinking and innovative culture
- Grow with us, through opportunities for career development and progression
- Contribute by giving back to your community through charities we partner with
- Access to mental and physical health programs through our wellbeing portal and programs
- Enjoy excellent employee benefits, including flexible working, purchased leave options and salary continuance insurance

Equal Opportunity

At Bega Group, diversity and inclusion is a business priority, we want everyone to be themselves regardless of their background, religion, sexual orientation, age or gender so we can truly reflect the customers and communities that we serve. We will accept applications from all people with the right to live and work in Australia.

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📌 Capability Coach (Melbourne)
🏢 Bega Group
📍 Melbourne