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Posted 28 July, 2026
Silverchain

Customer Service Representative - Training Lead - 12 month secondment (full-time)

Silverchain
Australia Bella Vista 2153 NSW Full Time
Reference: 256d849c-04c0-4497-bf30-a72ba86f0e7a

The Role

We are seeking a Customer Service Training Lead to join our National Contact Centre (NCC). In this role, you will drive service excellence by building team capability through training, coaching, quality assurance and continuous improvement initiatives. You will provide real-time operational support, maintain training and operational resources, and ensure Customer Service Representatives have the knowledge and skills to deliver an outstanding customer experience.

Working collaboratively with Customer Service Representatives, leaders and key stakeholders, you will support the onboarding, development and ongoing performance of team members while fostering a positive, customer-focused culture. Reporting to the Operations Manager – National Contact Centre, this position operates in a hybrid work environment

Industry experience and/or a passion for community work is highly regarded.

What’s on offer

This is a 12-month secondment for a full-time opportunity, with working hours scheduled between 8:30am to 5pm, Monday to Friday. While we offer work-from-home options, regular attendance at our NSW Bella Vista office is required; therefore, only Sydney-based candidates will be considered for this role.

Please note: Training for this role is at the Bella Vista Office 8:30am to 5pm for a period of 2 to 4 weeks.

After completing the training period, you will work 2 days onsite and 3 days from home each week.

What we’re looking for

To thrive in this role, you'll need to have:

  • Proven experience as a high-performing Customer Service Representative or equivalent contact centre role.
  • Demonstrated ability to train, coach or mentor team members.
  • Experience supporting onboarding of new employees.
  • Demonstrated ability to interpret and apply operational procedures and work instructions.
  • Excellent communication and facilitation skills.
  • Ability to coach and provide constructive feedback to peers.
  • Strong attention to detail and commitment to quality standards.
  • Ability to identify knowledge gaps and implement practical solutions.
  • Empathy, patience and a solution-focused approach.
  • Resilience and a positive attitude.
  • Strong computer skills and experience with CRMs (Salesforce experience is advantageous).
  • Industry experience and/or a passion for community work is highly regarded.

Key Job details:

Employment arrangement: Full time permanent, 75 hrs per fortnight on a 12-month secondment.

Internal application deadline: 5pm, Monday 3rd of August, 2026

Application process: Before applying, please review the job requirements and consider how your experience aligns with the role. Then seek your manager's endorsement and submit your updated CV via the link provided. Email applications will not be accepted.

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