The Client Service & Support (CS&S) team is at the heart of delivering exceptional experiences for our clients. The CS&S Training team plays a critical role in building a highly capable, engaged, and customer-focused workforce by equipping new and existing employees with the skills, knowledge, and confidence required to succeed.

We are a global financial services group operating in 30 markets with 57 years of unbroken profitability. At Macquarie, you’re empowered to shape a career that is fulfilling and creates value. You will bring your insights and expertise to the task at hand and feel supported as you make your own kind of impact for a better future.

What role will you play?

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As a CS&S Trainer, you will be responsible for designing, facilitating, and continuously enhancing data-led training programs that support the onboarding, development, and ongoing capability building of Client Service and Support employees. You will work closely with leaders and operational stakeholders, you will assess learning needs, monitor performance outcomes, and identify opportunities to enhance capability through coaching, training interventions, and continuous improvement initiatives. You will observe employees in live and simulated environments, provide meaningful feedback, and partner with managers to support performance uplift and long-term development. This position is full time and to be based out of Melbourne. 

What you offer

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• Experience in Learning & Development, Training, Coaching, Facilitation, or a related capability-building role (experience within a contact centre, customer service, operations or financial services environments is preferred)
• Outstanding presentation and facilitation skills, with the confidence to engage diverse audiences in both virtual and classroom settings
• Strong analytical and problem-solving skills, with the ability to use data and insights to identify learning opportunities and measure training effectiveness (i.e. Get Help volume, resolution rate, quality scores (including QLs), transfers, repeat interactions, error rate and AHT)
• Experience designing, developing and maintaining learning content that is accurate, engaging and compliant
• A continuous improvement mindset, with a passion for innovation and finding better ways to support learner outcomes
• Strong communication skills with the ability to clearly convey complex information (Experience delivering training across both voice and digital/chat channels preferred)
• Flexibility to work in a hybrid environment, including a minimum of 60% attendance in the office
• Exposure to learning management systems, digital learning tools, AI-driven learning solutions or e-learning content creation platforms is desirable. 

• We love hearing from anyone inspired to build a better future with us, if you're excited about the role or working at Macquarie we encourage you to apply.