Customer Experience Training Facilitator - Accent Group

Join Accent Group one of Australia and New Zealand’s largest retail groups. With 850+ stores, 34 iconic brands and 30+ online platforms, we’re home to some of the world’s most recognised names, including HOKA, Skechers, Dr. Martens, Platypus, Hype DC, Stylerunner, Nude Lucy, Lacoste, Sports Direct and Vans. We’re driven by innovation, passionate about our people and committed to creating exceptional experiences for our customers and teams. Here individuality is celebrated, performance is rewarded and you’ll be empowered to make your mark.

THE ROLE

We’re looking for a Customer Experience (CX) Training Facilitator to join our Customer Experience team on a 6-month fixed term contract.

Reporting to the CX Communications & Knowledge Manager, you’ll own the delivery of structured onboarding and recurring training across our onshore and offshore CX teams, while also maintaining our CX knowledge base, developing learning resources and supporting key capability and ways-of-working projects.

WHAT YOU’LL BE DOING

• Deliver end-to-end onboarding for new CX team members, including induction, systems and process training, competency assessments and progress feedback.
• Plan, prepare and facilitate weekly training for onshore and offshore CX teams, adapting content and priorities to business and performance needs.
• Own the ongoing maintenance and continuous improvement of the CX knowledge base, The HUB, ensuring content is accurate, current and easy to use.
• Develop and refresh training materials, guides and reference resources to support onboarding, BAU learning and business change.
• Provide day-to-day support to CX agents across systems, policies, processes and learning needs.
• Partner with CX leadership to identify capability gaps and prioritise training opportunities using performance and team data.
• Contribute to key CX capability and ways-of-working projects, including process mapping, stakeholder engagement, resource development, training delivery and post-implementation reviews.
• Support channel-specific initiatives and change programs, including Socials Ways of Working.
• Monitor the effectiveness of training and knowledge resources, identifying opportunities to improve capability, consistency and operational readiness.

WHAT YOU’LL BRING

• Strong written and verbal communication skills, with excellent attention to detail.
• Confidence facilitating training and adapting your communication style to different audiences and learning needs.
• Strong organisational skills, with the ability to balance onboarding, BAU training and project priorities.
• A collaborative and approachable style, with the ability to build strong relationships across teams.
• A proactive mindset, with a genuine interest in improving processes, knowledge and learning experiences.
• Previous experience in customer experience, training, learning, retail or a similar environment is preferred.
• Experience working with knowledge bases, training content or process documentation will be highly regarded.

WHY JOIN US?

You’ll have the opportunity to make a tangible impact on how our CX teams learn, work and deliver for our customers. This is a great opportunity for someone who loves working with people, enjoys bringing learning to life and is passionate about making complex processes simple.

At Accent Group Limited we are committed to creating an inclusive workplace that promotes and values diversity and inclusion. We believe in the diversity of our people across age, gender, identity, race, sexual orientation, ethnicity, physical and mental ability. We strive on creating an equal employment environment where everyone from any background can be themselves. The Accent Group acknowledges, and pays respect, to the Traditional Owners and ongoing custodians of the land. The Aboriginal and Torres Strait Islander and Maori people.