Customer Service Trainer

About The Role

Woolworths Group (Australia and New Zealand’s largest retailer) launched Woolworths Market Plus (WMP) in October 2023. WMP is the coming together of two businesses (BigW Market & Everyday Market).

WMP is a new platform for businesses to both sell and manage products across the Woolworths Group Marketplaces. A curated customer destination, bringing together a trusted ecosystem comprising three core banners: Everyday Market and BIG W Market. We have grown in the last year and now operate primarily across three hub locations: Manila, Melbourne & Sydney.

The Learning & Development Specialist (Customer Service Trainer) will execute onboarding, upskilling, and refresher training programs for our Manila-based customer service team.

This role ensures frontline staff achieve absolute process mastery across critical business banners (including BIG W, Everyday Rewards Shop, and Everyday Market).

You will bridge the gap between AU operational strategies and Manila execution excellence, utilising AI and modern platforms to maintain up-to-date learning assets.

What You'll Do

• Deliver engaging onboarding and upskilling training via classroom, virtual, and on-the-floor coaching.
• Support new hires through nesting and early floor deployment to hit speed-to-competency targets.
• Review and update facilitator guides, participant workbooks, and quick-reference job aids based on system changes.
• Maintain and update internal knowledge base articles to support first-contact resolution.
• Utilise AI tools (Gemini Enterprise) to rapidly update training materials within 48 hours of operational shifts.
• Assess training effectiveness using knowledge checks and post-training performance metrics.
• Collaborate with Team Leads and Quality Assurance to identify performance gaps and execute targeted refresher sessions.

What You'll Bring

• Minimum of 3+ years in a corporate training, facilitation, or learning and development role, preferably within a fast-paced retail customer service or BPO environment.
• Proven understanding of contact center operations, key customer service metrics, and learning principles.
• Strong hands-on experience with Zendesk (or similar ticketing tools) and Google Workspace.
• Experience with or a strong interest in leveraging GenAI tools (like Gemini) to draft content, summarise updates, and speed up workflow documentation.
• Exceptional verbal and written communication skills, with the ability to present complex workflows clearly and confidently to diverse audiences.
• Highly organised, proactive, adaptable to system changes, and possessing a strong collaborative spirit.
• Experience in e-commerce, marketplaces is highly desirable.

What you’ll experience

• Be a part of Australia’s largest retailer
• Constant mentoring and training provided
• Generous sick and vacation leave
• A flexible approach to work
• Premium health insurance coverage

Everyone belongs at Woolworths Group

Diversity, equity, inclusion, and belonging are key to realising our purpose of better together for a better tomorrow. We recognise the value our team’s diversity brings to our business, customers, and communities and that teams with diverse experiences and backgrounds enrich our group and are better able to innovate and solve problems. As one of the largest employers in Australia and New Zealand, we aim to create a truly inclusive workplace where everyone feels that they belong, can be their best selves, and reach their full potential.

We encourage all candidates to apply; please let us know in your application if we can support you with any adjustments in the hiring process.