Technical Claims Trainer | Onboard, Coach & Build

Auto-; North Lakes; On-site; AUD 90,000 - 120,000; Full time

Benefits offered by this job

ME day and volunteer leave

Paid parental leave

Employee discounts

Onsite facilities

Development opportunities

Job summary

Auto & General (A&G) is seeking a Training Lead to shape the technical capability of Motor Claims consultants from onboarding through ongoing development. You will design training models, coach leaders, and manage content across our knowledge base to ensure high performance and customer focus.

You’ll partner with leadership and the L&D team to deliver compliant, engaging programs, track progress, and drive continuous improvement across the claims function at the North Lakes site.

Qualifications

• Previous experience in a Motor Claims role (preferred).
• Solid working knowledge of insurance legislation and procedures.
• Excellent coaching skills; ideally with experience using Coaching Conversations methodology.
• Strong Customer Service skills in line with Customer Connections methodology.
• The ability to spot and document consultant performance improvement opportunities.
• Excellent interpersonal, verbal and written communication skills and the ability to adapt your style to suit different audiences and skill levels.
• Confidence working autonomously in a fast‑paced, high‑pressure environment.
• Strong time management and prioritisation skills.
• A continuous improvement mindset; always looking for smarter ways to do things.
• Comfort with change and the resilience to help others navigate it.
• Location - This role will be based in our North Lakes office.

Responsibilities

• Delivering coaching and technical knowledge training to Motor Claims consultants and leaders
• Designing and implementing a technical training model that boosts capability and productivity
• Owning the ongoing content management of our learning materials and knowledge base
• Identifying knowledge gaps and technical trends, and turning them into actionable coaching and training solutions
• Supporting the onboarding of new team members and helping them transition confidently into their roles
• Providing trend data and progress reporting to the Leadership Team
• Partnering with the Learning & Development team to continuously improve our induction programs
• Driving process improvements and identifying opportunities to enhance the customer experience
• Ensuring all changes are executed and embedded through a Change Program framework
• Making sure we stay compliant with business risk policies and relevant legislation - and challenging those policies when the commercial or legislative environment demands it

Skills

Coaching skills

Customer Service

Communication skills

Independent work

Job description

Auto & General (A&G) is seeking a Training Lead to shape the technical capability of Motor Claims consultants from onboarding through ongoing development. You will design training models, coach leaders, and manage content across our knowledge base to ensure high performance and customer focus.

You’ll partner with leadership and the L&D team to deliver compliant, engaging programs, track progress, and drive continuous improvement across the claims function at the North Lakes site.