About the Role

In this pivotal role, you'll lead a team of technical trainers and content writers, owning the design and delivery of bespoke training programs that build capability, embed knowledge, and drive measurable performance improvements across our Motor Claims operation. From induction through to ongoing development, you'll shape the entire learning journey and the culture that goes with it.

What You'll Be Doing

Leadership & Team Development

- Coach, mentor, and develop a high-performing team of technical trainers and content writers

- Foster a collaborative, knowledge-sharing culture with a focus on continuous learning and high integrity while overseeing teams across multiple sites, (Northlakes, Kawana, Adelaide and Melbourne)

- Support the onboarding of recent Motor Claims team members, ensuring a smooth and effective transition into their roles

Training Design & Delivery

- Conduct thorough training needs assessments to identify skill gaps and opportunities across the Motor Claims operation

- Design and deliver engaging, role-specific training programs including course materials, assessments, and learning activities

- Develop and maintain a forward-looking roadmap for ongoing technical training

- Coordinate with internal and external stakeholders to facilitate seamless training delivery

Knowledge Management & Continuous Improvement

- Own and maintain the Motor Claims knowledge management systems, ensuring accuracy and accessibility





- Continuously improve learning materials to reflect current processes, products, and legislation

- Stay across industry best practices and emerging technologies to keep training content relevant and effective

Performance & Compliance

- Implement robust evaluation methods including pre/post assessments, feedback surveys, and performance tracking to measure training effectiveness

- Analyse training data and trend insights, presenting findings and recommendations to the leadership team regularly

- Drive improvements across key service metrics, complaint handling, and First Point of Contact resolution

- Ensure all training content and team practices align with compliance and business risk policies, while actively challenging these where needed to meet commercial and legislative requirements

What We're Looking For

- 3+ years' experience coaching and mentoring technical professionals

- Solid working knowledge of insurance legislation and procedures

- Experience designing and delivering technical training programs, ideally within a contact centre environment (desirable)

- Exceptional interpersonal, verbal, and written communication skills with the ability to flex your style across diverse audiences and skill levels

- Proven ability to multitask and prioritise in a fast-paced, high-pressure environment

- Willing to travel between multiple sites (Northlakes and Kawana) on a regular basis (once or twice a week) and interstate (Adelaide and Melbourne) on a monthly/bimonthly basis.

📌 Technical Training Lead (North Lakes)
🏢 Auto & General
📍 North Lakes