Technical Training Lead

About the Role

In this pivotal role, you'll lead a team of technical trainers and content writers, owning the design and delivery of bespoke training programs that build capability, embed knowledge, and drive measurable performance improvements across our Motor Claims operation. From induction through to ongoing development, you'll shape the entire learning journey and the culture that goes with it.

What You'll Be Doing

Leadership & Team Development

• Coach, mentor, and develop a high-performing team of technical trainers and content writers

• Foster a collaborative, knowledge-sharing culture with a focus on continuous learning and high integrity while overseeing teams across multiple sites, (Northlakes, Kawana, Adelaide and Melbourne)

• Support the onboarding of new Motor Claims team members, ensuring a smooth and effective transition into their roles

Training Design & Delivery

• Conduct thorough training needs assessments to identify skill gaps and opportunities across the Motor Claims operation

• Design and deliver engaging, role-specific training programs including course materials, assessments, and learning activities

• Develop and maintain a forward-looking roadmap for ongoing technical training

• Coordinate with internal and external stakeholders to facilitate seamless training delivery

Knowledge Management & Continuous Improvement

• Own and maintain the Motor Claims knowledge management systems, ensuring accuracy and accessibility

• Continuously improve learning materials to reflect current processes, products, and legislation

• Stay across industry best practices and emerging technologies to keep training content relevant and effective

Performance & Compliance

• Implement robust evaluation methods including pre/post assessments, feedback surveys, and performance tracking to measure training effectiveness

• Analyse training data and trend insights, presenting findings and recommendations to the leadership team regularly

• Drive improvements across key service metrics, complaint handling, and First Point of Contact resolution

• Ensure all training content and team practices align with compliance and business risk policies, while actively challenging these where needed to meet commercial and legislative requirements

What We're Looking For

• 3+ years' experience coaching and mentoring technical professionals

• Solid working knowledge of insurance legislation and procedures

• Experience designing and delivering technical training programs, ideally within a contact centre environment (desirable)

• Exceptional interpersonal, verbal, and written communication skills with the ability to flex your style across diverse audiences and skill levels

• Proven ability to multitask and prioritise in a fast-paced, high-pressure environment

• Willing to travel between multiple sites (Northlakes and Kawana) on a regular basis (once or twice a week) and interstate (Adelaide and Melbourne) on a monthly/bimonthly basis.

• A self-starter mindset, comfortable taking initiative and driving outcomes with autonomy

• Strong time management skills and a demonstrated ability to adapt to constant change

The benefits of working at A&G

• Location – This role can be based in Northlakes or Kawana.

• 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 the big stuff.

• Employee discounts - You’ll receive discounts on Budget Direct insurance products.

• Development opportunities - We’re championing your development with internal programs and access to a wide range of online courses.

• 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 - 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.

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! If this sounds like you, apply today.

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

*A note from Auto & General to recruitment agencies: We politely ask that you avoid making any approaches or sending any unsolicited resumes to our Recruitment Team or Hiring Leaders across our business. Auto & General is not responsible for any fees related to unsolicited resumes.