CCO Training and Onboarding Specialist - North Ryde Office

Who is Audika?

#LI-HYBRID #LI-ALOB #audika_Australia

Audika is part of Demant, a world-leading hearing healthcare group that offers solutions and services to help people with hearing loss. Worldwide the group employs 26,000 staff in more than 30 countries and distributes hearing healthcare and intelligent audio solutions to people in more than 130 countries.

In Australia, Audika has over 200 clinics who provide hearing services to our valued clients.  We strive to put hearing care on the health care agenda and to improve the quality of life of people living with hearing loss.

About the Role:

This position is responsible for delivering the clinic operations and OneRetail process components of Audika’s onboarding and training programs. As a key part of the onboarding program, this role ensures new Clinic Coordinators (CCOs) develop strong confidence in operational process, HSP knowledge and understand best practices at Audika including our client centric culture, expectations and standards.

As the subject matter expert for CCO operational activities, this role facilitates high quality onboarding sessions and group-based training that build competence and strengthen new CCOs’ connection to the business. This role supports to embed best practices, reinforces Audika’s ways of working and supports the National Training and Onboarding manager to evaluate new hire readiness.

This role is also responsible to enhance the skillsets, clinic operations knowledge, and customer service standard through standardised and structured training programs. The mission for this role is to strengthen CCOs’ clinic operations confidence while embedding strong cultural alignment enabling CCOs to deliver exceptional client service. 

The role is based in the North Ryde head office in Sydney requiring attendance in the office at least 3 days per week.

Responsibilities:

• Deliver CCO onboarding sessions (in person and virtual), ensuring new hires gain strong confidence in OneRetail systems (e.g. POS & DM), clinic operational workflows, HSP operational requirement, customer service, ATRT, basic hearing aid and other CCO activities.
• Facilitate group webinars and trainings focused on system and process updates, clinic workflow changes, HSP updates and other new initiatives
• Act as the subject matter expert for CCO operational process by demonstrating best practices in system, process and customer service attitude.
• Support competency assessments and readiness evaluation by observing behaviour of new CCOs, identifying competency / cultural gaps and providing structured feedback to the Training and Onboarding Manager
• Maintain up to date knowledge of system changes, HSP administration requirement updates and other operational requirements through close collaboration with Systems & Process Excellence and Clinic Support teams.
• Provide feedback to the Training & Onboarding Manager on training materials and learning gaps to support continuous improvement and refinement of trainings and onboarding program 
• Reinforce Audika’s culture and standards, helping new hires build strong early commitment to our ways of working, expectations and client centric mindset 
• Work closely with the Clinical Governance Team to stay informed of Hearing Services Program administration requirements and deliver training to CCO for any regulation changes
• Reinforce adherence to Audika’s standard Work Instructions and compliance requirements with CCOs 

You'll thrive in this role, if you have:

• Minimum 3 year’s experience as a customer service and administration/operations environment ideally within retail or health related industry (essential)
• Experience in OneRetail system or other equivalent ERP, POS, DM, CRM systems (essential) 
• Experience facilitating training or onboarding for group settings, in person and virtual (essential)
• Experience in administration using Microsoft Office 365 Suite (Desired) 
• Higher School Certificate (HSC) or TAFE Qualification
• Certificate IV in Training & Assessment (desired)
• Strong computer literacy skills, experienced in administration using Microsoft Office 365 Suite

What's in it for you:

• Permanent Full-Time role in North Ryde Head Office
• Hybrid working model – at least 3 days in the office
• Performance incentives
• Supportive team environment
• Professional development through clear career path and professional training
• MyRewards program – a program that offers discounts to more than 300 retailers and services across Australia
• Online Wellbeing centre – a platform offering activities, workouts, meditations, nutritional and financial advice – everything you need to live a healthier and happier life
• Employee Assistance Program
• Birthday and Christmas gifts

Our values:

Audika is proud to have a diverse and inclusive culture that acknowledges and respects our employees.

We are a team of professionals who bring the importance of sound to life and connect our clients through our hearing products. 

We believe that it all starts from our employees, who make this happen. We are led by our values, which shape a supportive and encouraging culture where everyone can thrive and succeed.

Our recruitment process:

• Application Review – Our Talent Acquisition team carefully reviews each application against the role criteria personally.
• Online Interview with our Talent Acquisition Partner – an initial virtual meeting to discuss your experience and career goals
• In-person Interview with the Hiring Manager – an opportunity to meet in person or online with the Manager and explore the role in more detail. 

We aim to make the process as engaging and transparent as possible. We provide timely updates during the recruitment process and encourage you to reach out to the Talent Acquisition partner for any updates or questions, successful or not.