CCO Training Specialist-QLD

Who is Audika?

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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 more than 17,500 staff in more than 30 countries and distributes hearing healthcare and intelligent audio solutions to people in more than 130 countries.

Our clinics 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.

We are looking for sales and customer service superstar to be a Clinic Co-Ordinator Trainer! If you are interested in helping our clients improve their hearing and quality of life, keep on reading! This is the role for you.

The Role:

Working in accordance with our Demant Values and the ATRT working methodology, the Clinic Coordinator (CCO) Trainer is responsible for providing induction, training, upskilling and timely support for new and existing Clinic Coordinators (CCOs). You will support the execution of operational processes as a subject matter expert in Systems (POS & DM), ATRT, Sales Funnel, Funding pathways (such as HSP) and Customer service.

With a greater understanding of our clients and industry you will ensure CCOs are taught exceptional service delivery and ensure our Clinic Coordinators embed and adopt the ATRT operating model and Audika systems and processes. Accordingly, there will be a requirement to travel to clinics throughout the Division where and when required.

Responsibilities:

• Provide initial and ongoing coaching and training of new and existing Clinic Coordinators 
• Provide support to clinic staff by responding to questions on all aspects of the CCO role and responsibilities and escalating as required.
• Provide insights and identify training opportunities to drive funnel metrics to the Divisional Sales and Operations Manager and National CCO Training Manager.
• Manage MyGovID set up as part of onboarding/offboarding for a new Clinic Coordinator
• Actively support coaching methodologies aimed at improving Clinic Coordinator engagement with ATRT, marketing campaigns and sales skills mastery

Qualifications

• Certificate IV in Training & Assessment highly desirable
• Higher School Certificate (HSC) or equivalent
• Minimum of 5 years experience in a customer service and administration/operations environment ideally within retail or health related industry
• Previous experience in administration using Microsoft Office Suite; specifically, Word, Excel, and Outlook
• Experience with customer relationship management (CRM) system
• Experience training/coaching desirable

You will be successful in this role if you have:

• Display a full working knowledge of OneRetail processes.
• Demonstrate a full working knowledge of HSP requirements, processes and claiming system.
• Working knowledge of hearing care products, basic repairs, industry funding requirements
• Strong communication skills and adaptability
• Demonstrate a solid understanding of our operational process and procedure “All The Right Things.”
• Intermediate proficiency with Microsoft office suite
• Ability to deliver and develop adult learning training, both in group settings and one-on-one.
• Understanding of Microsoft Dynamics (Power BI reporting) and the application of this information in the implementation of ATRT standards. 
• Demonstrates flexibility and time management skills.