Verified Job
Trainer
Client Care Performance Coach(This is a full-time permanent position, with travel to regional clinic
Trainer
#719614
Remote / WFH
Sonova , Permanent, Full-time(This is a full-time permanent position, with travel to regional clinics as required.)
Job Description
Who we are
In a life without sound, our work provides meaning. As a leading provider of innovative hearing care solutions, we are not just a company that makes products: we are a team on a mission to help people enjoy the delight of hearing. To enable a life without limitations, we – through our core business brands Phonak, Unitron, Hansaton, Advanced Bionics and AudioNova – develop, manufacture and distribute solutions that push the limits of technology and redefine the future of our industry.
Brisbane, Australia
Client Care Performance Coach
164336
Passionate about developing people and creating a culture of excellence?
Love mentoring and coaching teams to deliver exceptional client experiences?
Ready to shape the future of our Client Care services across the region?
We are looking for an experienced Client Care professional with coaching and mentoring expertise to join our team as a Client Care Performance Coach at Neurosensory, based at our Brisbane Office.
The Client Care Performance Coach provides mentoring and coaching to our Client Care team members, ensuring that our Client Care Policies and Protocols are consistently implemented across all clinics. You'll work closely with Senior Clinicians in Charge to provide expert support on Client Care operations, drive performance improvements, and foster a culture of continuous improvement and professional development.
This is a full-time permanent position, with travel to regional clinics as required.
Who are we?
Neurosensory is a complete hearing health care company, with 25 clinics in Queensland, New South Wales, Victoria and Tasmania. We offer an advanced range of diagnostic services and tailored hearing solutions. We believe in enriching people's lives by improving how they interact with the world around them.
We are proud to be part of Sonova, the leading manufacturer of innovative hearing care solutions, present in over 100 countries across the world. Our talented and passionate employees all over the world know they contribute to something greater than themselves – they create a life without limitation through the sense of hearing. Join our mission and become part of our team!
What will you be doing?
As a Client Care Performance Coach, you'll play a vital role in supporting and developing our Client Care teams across the region. You'll provide expert guidance on Client Care Policies and Protocols, work collaboratively with clinic leadership, and drive continuous improvement initiatives. Your day-to-day responsibilities will include:
Mentoring and coaching our Client Care team members across our clinic network
Provide induction and Training to new Client Care team members
Ensuring Client Care Policies and Protocols are consistently implemented across all clinics
Supporting Senior Clinicians in Charge with advice on Client Care performance and operational excellence
Identifying performance improvements and developing pragmatic implementation plans
Assisting with system enhancements and service improvement testing and implementation
Supporting promotional activities and client engagement initiatives
Supporting clinic teams with client enquiries and performance related concerns
Overseeing financial operations, including invoicing practices and billing accuracy
Contributing to positive culture through induction, training and Workplace Health and Safety support
What do you need to be successful in this role?
Extensive experience in Client Care or administration, ideally across multiple locations
Demonstrated experience training, coaching and mentoring staff
Advanced organisational, prioritisation and time management skills
Ability to work effectively in high volume, varied workload environments with good judgement
Strong analytical and problem-solving skills
Excellent communication and interpersonal skills, with ability to engage and influence across all levels
Strong team building and coaching mindset
Ability to thrive in areas of ambiguity and uncertainty
Desire for continuous improvement and professional development
Strong customer focus with passion for delivering excellence
Proactive approach to identifying and resolving issues
Why work with us?
Competitive remuneration package
Salary packaging options
Paid parental leave
Birthday leave
Generous employee discounts on Sonova Products for yourself and your family
Ongoing training and support to help you grow and excel in your career
Access to discounts from over 500 retailers across Australia via our Employee Enrichment Hub
Online Wellbeing Centre & Employee Assistance Program (EAP)
Access to the LinkedIn Learning Platform
A values driven and people centred culture
Being part of a dynamic and supportive team at the forefront of innovation in the hearing industry
A genuinely rewarding role with purpose and meaning
Sounds interesting?
If you feel that this opportunity is right for you, we would love to hear from you!
#LI-APL #ClientCare
Sonova is an equal opportunity employer
We team up. We grow talent. We collaborate with people of diverse backgrounds to win with the best team in the market place. We guarantee every person equal treatment in regard to employment and opportunity for employment, regardless of a candidate’s ethnic or national origin, religion, ****** orientation or marital status, gender, genetic identity, age, disability or any other legally protected status.
In a life without sound, our work provides meaning. As a leading provider of innovative hearing care solutions, we are not just a company that makes products: we are a team on a mission to help people enjoy the delight of hearing. To enable a life without limitations, we – through our core business brands Phonak, Unitron, Hansaton, Advanced Bionics and AudioNova – develop, manufacture and distribute solutions that push the limits of technology and redefine the future of our industry.
Brisbane, Australia
Client Care Performance Coach
164336
Passionate about developing people and creating a culture of excellence?
Love mentoring and coaching teams to deliver exceptional client experiences?
Ready to shape the future of our Client Care services across the region?
We are looking for an experienced Client Care professional with coaching and mentoring expertise to join our team as a Client Care Performance Coach at Neurosensory, based at our Brisbane Office.
The Client Care Performance Coach provides mentoring and coaching to our Client Care team members, ensuring that our Client Care Policies and Protocols are consistently implemented across all clinics. You'll work closely with Senior Clinicians in Charge to provide expert support on Client Care operations, drive performance improvements, and foster a culture of continuous improvement and professional development.
This is a full-time permanent position, with travel to regional clinics as required.
Who are we?
Neurosensory is a complete hearing health care company, with 25 clinics in Queensland, New South Wales, Victoria and Tasmania. We offer an advanced range of diagnostic services and tailored hearing solutions. We believe in enriching people's lives by improving how they interact with the world around them.
We are proud to be part of Sonova, the leading manufacturer of innovative hearing care solutions, present in over 100 countries across the world. Our talented and passionate employees all over the world know they contribute to something greater than themselves – they create a life without limitation through the sense of hearing. Join our mission and become part of our team!
What will you be doing?
As a Client Care Performance Coach, you'll play a vital role in supporting and developing our Client Care teams across the region. You'll provide expert guidance on Client Care Policies and Protocols, work collaboratively with clinic leadership, and drive continuous improvement initiatives. Your day-to-day responsibilities will include:
Mentoring and coaching our Client Care team members across our clinic network
Provide induction and Training to new Client Care team members
Ensuring Client Care Policies and Protocols are consistently implemented across all clinics
Supporting Senior Clinicians in Charge with advice on Client Care performance and operational excellence
Identifying performance improvements and developing pragmatic implementation plans
Assisting with system enhancements and service improvement testing and implementation
Supporting promotional activities and client engagement initiatives
Supporting clinic teams with client enquiries and performance related concerns
Overseeing financial operations, including invoicing practices and billing accuracy
Contributing to positive culture through induction, training and Workplace Health and Safety support
What do you need to be successful in this role?
Extensive experience in Client Care or administration, ideally across multiple locations
Demonstrated experience training, coaching and mentoring staff
Advanced organisational, prioritisation and time management skills
Ability to work effectively in high volume, varied workload environments with good judgement
Strong analytical and problem-solving skills
Excellent communication and interpersonal skills, with ability to engage and influence across all levels
Strong team building and coaching mindset
Ability to thrive in areas of ambiguity and uncertainty
Desire for continuous improvement and professional development
Strong customer focus with passion for delivering excellence
Proactive approach to identifying and resolving issues
Why work with us?
Competitive remuneration package
Salary packaging options
Paid parental leave
Birthday leave
Generous employee discounts on Sonova Products for yourself and your family
Ongoing training and support to help you grow and excel in your career
Access to discounts from over 500 retailers across Australia via our Employee Enrichment Hub
Online Wellbeing Centre & Employee Assistance Program (EAP)
Access to the LinkedIn Learning Platform
A values driven and people centred culture
Being part of a dynamic and supportive team at the forefront of innovation in the hearing industry
A genuinely rewarding role with purpose and meaning
Sounds interesting?
If you feel that this opportunity is right for you, we would love to hear from you!
#LI-APL #ClientCare
Sonova is an equal opportunity employer
We team up. We grow talent. We collaborate with people of diverse backgrounds to win with the best team in the market place. We guarantee every person equal treatment in regard to employment and opportunity for employment, regardless of a candidate’s ethnic or national origin, religion, ****** orientation or marital status, gender, genetic identity, age, disability or any other legally protected status.
