Contact Centre Trainer

Come and join the team at SASH!

The Small Animal Specialist Hospital (SASH) is the largest Veterinary hospital in the Southern Hemisphere offering referral services across 2 locations, North Ryde and Tuggerah. At SASH, we are committed to providing exceptional care and service to pets, their families and the veterinary community. Our Client Services team form an integral part of our vision to help pets and their families live their best life – and we are passionate about creating a world-class training program to provide the tools and support they need to deliver an unparalleled customer experience.

We are privileged to have a wonderful team of Client Services professionals at SASH, coming from a diverse range of backgrounds and industries, and continue to experience a high level of growth across our network of hospitals. We understand the value a world-class training program will provide to our growing team and are searching for an experienced, positive and hardworking Client Services Trainer to join us.

The Position

Reporting to the Manager of Marketing and Client Experience you will be responsible for the transformation of our Client Services’ training program for our front of house concierge, contact centre and administration functions.

Through the development and implementation of a world class training program, you will support our team to achieve best practice in consistency, efficiency and outstanding customer service. The successful candidate will be required to:

  • Analyse, define and document best practice processes through observation and consultation with multiple stakeholders across the business, including our Client Services team, Heads of Service, Operations Manager and Clinicians
  • Create, develop and implement a world class training program for the Client Services department (comprising our front of house concierge, contact centre and administration functions)
  • Onboard and train all new starters across SASH’s network of hospitals
  • Implement refresher training for all existing team members to ensure consistent service delivery – solidifying the world-class SASH experience
  • Facilitate both individual and team training sessions
  • Develop a range of digital and print educational material to aid efficient onboarding and knowledge retention in a fast paced, specialised environment (e.g. interactive learning modules, videos, manuals, quizzes)
  • Maintain, update and enhance educational programs, records and materials with the aim of continuous improvement and optimisation of Client Services’ processes and knowledge of the specialist veterinary healthcare industry.

About You

  • Proven experience in an L&D role, with an ability to analyse, define and develop process documentation
  • Excellent communications skills (both oral and written)
  • Customer service experience
  • Highly polished grooming and personal presentation
  • Attention to detail, organisation skills and Microsoft Office software proficiency
  • Exceptional stakeholder management.

Desirable

  • Previous experience in a veterinary/medical reception or similar administrative position
  • Previous experience in the use of EzyVet
  • Work experience as a Client Services Trainer or similar role
  • An understanding of medical terminology, medical health professional organisations and relevant stakeholders.

Whats on offer

You will be joining SASH at a very exciting time of business growth and transformation.

The Client Services Trainer role provides a dynamic opportunity to affect genuine change in an organisation that helps pets and their families live their best life.

  • An extremely rewarding role that allows you to be part of our friendly, supportive team which is enjoying a period of sustained growth
  • Close to public transport
  • Attractive salary package for the right candidate
  • A committed and supportive Leader
  • Collaborative team environment 
  • Staff discounts and events

 

If you are interested in joining our supportive Client Services team, please forward your resume with a cover letter – Attention: Matthew Lacey quoting Reference No: CCTW/FEB