Technical Trainer

Auto & General; Adelaide; On-site; AUD 85,000 - 120,000; Full time

Benefits offered by this job

Bonuses and rewards

Volunteer days

ME day

Parental leave

Additional leave purchase

Learning & development

Wellbeing support

On-site events

Discounts on insurance

Rewards gateway platform

Job summary

Auto & General is seeking a Technical Trainer to uplift Motor Claims consultants’ capability through onboarding and ongoing technical training. You’ll maintain learning materials, support knowledge management, and drive improvements to service metrics while modelling our values.

You will collaborate with Leaders to deliver effective training, ensuring compliance and alignment with commercial and regulatory requirements across Australia.

Qualifications

• Experience in motor claims or related insurance operations preferred.
• Ability to coach and develop others using practical methods.
• Strong communication and customer-service mindset.
• Comfort with change and continuous improvement initiatives.

Responsibilities

• Provide technical knowledge training to Motor Claims consultants and leaders.
• Maintain up-to-date knowledge of processes, systems, products and brands.
• Support onboarding and ongoing learning for Motor Claims operations.
• Manage learning content and knowledge resources for the team.
• Identify opportunities to improve processes and customer experience in line with goals.
• Model Auto & General values in all interactions.
• Recommend system or process improvements to the Team Leader.
• Ensure compliance with policies and embedded change programs.

Skills

Motor Claims experience

Coaching skills

Interpersonal skills

Verbal and written communication

Customer service

Multitasking

Adaptability

Self-starter

Job description

The role

The purpose of this role is to train and enhance the competencies of our motor claims consultants, to create a culture of high performance with high integrity within the Motor Claims Operation. The Technical Trainer has an integral part of consultant onboarding and ongoing technical training to support the uplift in capability and improve all service metrics.

Key objectives of the role include:

• Improving the Motor Claims Operation expertise through improved training programs.
• Develop and implement Motor Claims Operation Induction training and ongoing development.
• Continuous improvement of the learning material for the Motor Claims Operation to assist the onboarding of new team members and transition into their roles.
• Provide a roadmap for ongoing technical training for the Motor Claims Operation.
• Improving attrition and staff engagement by increasing motor claims knowledge.
• Ensure compliance and business risk policies are both adhered to and challenged to meet the commercial, legislative, and business environments.
• Ensuring the change program is executed and embedded.
• Identify technical training requirements according to operational needs.

What you’ll be doing

• Provide technical knowledge training and support to Motor Claims consultants and Leaders.
• Maintain advanced knowledge of company processes, systems, products, and brands.
• Support the Learning and Development team to improve the onboarding of new employees to the Motor Claims Operations.
• Accountable for the ongoing content management of the learning material and knowledge management for Motor Claims.
• Continually seek opportunities to improve and optimise processes, personal development and enhance customer experience that aligns with strategic goals.
• To role model the A & G values in all dealings with all customers, team members and stakeholders.
• Identify and make recommendations to the Team Leader regarding opportunities identified for system, process, product, or service improvements.
• Ensure compliance and business risk policies are both adhered to and challenged to meet the commercial, legislative, and business environments.
• Ensuring that any changes are executed and embedded through a Change Program.

What experience you’ll bring

• Previous experience within a Motor Claims role preferred.
• Solid working knowledge of insurance legislation and procedures.
• Excellent coaching skills preferably utilising Coaching Conversations methodology.
• Excellent interpersonal skills, as well as verbal and written communication skills with ability to adapt to differing situations and skill levels.
• Excellent Customer Service skills in line with Customer Connections methodology.
• Ability to multitask and prioritise workload in a fast paced, high-pressure environment.
• Ability to adapt to constant change.
• Self-starter and comfortable using own initiative.

The benefits of working at A&G

• Be rewarded - we recognise high performance and reward our people for their hard work through bonuses and other perks.
• Options for leave - life happens, so we’ve got volunteer days, an additional paid ‘ME’ day, paid parental leave and the opportunity to purchase additional leave to cover all of the big stuff.
• Grow with us - we’ve got learning and professional development opportunities to suit everyone.
• Give back - our A&G Difference program gives you the power to change our community for the better through volunteering, fundraising and donation opportunities for causes that you’re passionate about.
• Take care of yourself - your wellbeing is important to us and our healthy mind and body hub, mental-health support and fitness discounts will help you be your best self.
• Celebrate the wins - we love sharing our successes and celebrating together - join us and you’ve got a ticket to our many on-site events throughout the year, family fun days and annual celebrations.
• Save money - as well as discounts on insurance products, we’ve teamed up with some incredible retailers, hospitality providers and others to bring you discounts on your purchases, no matter where you are in Australia.
• Access to A&G’s employee reward and recognition platform, powered by Rewards Gateway - Enjoy a wide range of benefits, including personalised rewards & peer-to-peer recognition, exclusive discounts & savings across more than 600 top retailers and a comprehensive recognition program that celebrates milestones and achievements - helping you feel valued every step of the way.

About us

Auto & General (A&G) is the fastest-growing major Motor and Home insurer in Australia, providing insurance products and solutions to safeguard a brighter future for our customers and community.

Our range of general insurance products including Car, Motorcycle, Home, Contents Pet and Travel products are delivered through our multi-award-winning brand Budget Direct and partnerships with leading brands - ING, Qantas, and Coles Insurance.

We’re excited about the future and we’re always on the lookout for talented, passionate individuals who can help us achieve our goal of being Australia’s best insurer!

Auto & General values individual differences and believes in fostering an inclusive culture that creates a great place to work for all.