Customer Service Learning & Capability Partner

Nhp; City of Melbourne; On-site; AUD 110,000 - 170,000; Full time

Benefits offered by this job

Salary package with base, superannuum/

Sales bonus scheme

Great place to work

Ongoing learning & development

Employee Assistance Program

Paid parental leave

Diversity & inclusion

Job summary

NHP is seeking a Customer Service Learning & Capability Partner to lead capability transformation across the Customer Service Centre. This role focuses on lifting service quality, embedding coaching, and turning insights into practical learning solutions across CSC teams.

You will collaborate with CSC leaders, HR and product teams to deliver onboarding, content creation and change initiatives that improve customer outcomes and performance.

Qualifications

• Experience designing and delivering workplace learning and capability initiatives.
• Strong facilitation and coaching skills with leaders to create practical learning solutions.
• Experience creating onboarding and capability frameworks for customer service or operations.

Responsibilities

• Own and maintain the CSC learning and development framework.
• Partner with CSC leaders to identify capability gaps and translate them into learning plans.
• Build coaching capability and drive quality improvement initiatives.
• Design and deliver structured onboarding and role transition support for CSC team members.
• Develop and govern clear training content and knowledge resources.
• Build QA mechanisms, measure learning effectiveness and apply insights to improve design and impact.
• Act as CSC learning and development expert and champion continuous learning.

Skills

facilitation

coaching

communication

stakeholder engagement

collaboration

Education

Certificate IV in Training and Assessment

Relevant degree

Experience designing workplace learning

Job description

Customer Service Learning & Capability Partner

• Help drive the Customer Excellence transformation
• Build coaching capability and lift service quality

• Help drive the Customer Excellence transformation
• Build coaching capability and lift service quality
• Industry-Leading Products

Who We Are:

• NHP are specialists in Electrical & Automation Products, Systems & Solutions
• 100% Australian owned (Almost 60 years of Electrical & Engineering excellence!)- operating in New Zealand since 1998
• Local choice with the power of global partners
• 16 branches throughout Australia & New Zealand
• Driven by a team of over 750 dedicated & committed employees

“At NHP we recognise that our people determine the success of our business”.

About the Role:

NHP have an exciting opportunity for a Customer Service Learning and Capability Partner to join our team. This is a customer service capability transformation role with a key focus on supporting our Customer Excellence journey across the Customer Service Centre (CSC). You will help lift operational capability, strengthen coaching and quality practices, and embed the skills, systems and standards needed to improve customer outcomes.

Working closely with CSC Leaders, team members, HR, Product and other business areas, you will turn capability and performance insights into practical solutions, support onboarding and internal role transitions, and help embed new ways of working. More than coordinating training, you will play an active role in transforming how the CSC builds capability, improves quality and delivers customer excellence.

Key accountabilities include:

• Own and maintain the CSC learning and development framework, ensuring learning priorities support capability needs and customer outcomes
• Partner with CSC leaders to identify capability gaps and translate them into practical learning plans
• Partner with CSC Leaders to build coaching capability, support quality improvement initiatives and drive adoption of new systems, processes and customer experience standards
• Design and deliver structured onboarding and role transition support for CSC team members
• Develop, review and govern clear, accurate and accessible training content and knowledge resources
• Build quality assurance mechanisms, measure learning effectiveness and use insights to improve training design, delivery and impact
• Act as the CSC learning and development expert and champion continuous learning and improvement

Ideally you will have / be:

• A Certificate IV in Training and Assessment, a relevant degree, or demonstrated experience designing and delivering workplace learning and capability initiatives
• Strong facilitation, coaching and communication skills, with experience partnering with leaders to create practical learning solutions
• Experience developing and delivering onboarding, training content and capability frameworks in customer service, operational or business support environments
• A sound understanding of adult learning principles and continuous improvement practices
• The ability to interpret learning, quality and performance insights to improve outcomes, supported by strong stakeholder engagement and a collaborative approach

This is a genuine opportunity to help shape our Customer Excellence transformation, uplift operational capability and influence how the CSC evolves. You will combine learning, coaching, quality improvement and change support to deliver stronger performance and customer experiences.

In return, we will offer you:

• Attractive salary package including base, superannuation and sales bonus scheme
• A great place to work – ‘trusted industry leader, powered by people, driven by customer success’
• A culture that encourages work / life fulfilment
• Ongoing learning & development to meet your professional development needs
• Access to an Employee Assistance Program for you and your family
• Paid parental leave
• At NHP, we’re transforming how we work — and we’re looking for people who are confident with technology, eager to learn, and open to change

NHP is an equal opportunity employer committed to providing a working environment that embraces and values diversity and inclusion. Our commitment to local industry extends to a strong sense of social responsibility. Through our community engagement strategy, NHP positively contributes to the sustainable development of local communities.