At EDA, our purpose is to protect the lifestyle of the outdoor adventurer. Not only do we own and represent some of Australia’s most recognisable niche brands in the consumer insurance market, we’re passionate advocates for people to live their best life – and that includes our employees.
As a Facilitator, you’ll play a hands-on role to deliver high-impact onboarding and capability programs across our business – from onboarding across sales, service and claims, to technical upskill and softskills development.
You will design and deliver engaging, practical learning experiences that build both technical proficiency and core behavioural skills, supporting employees across multiple customer channels including phone, digital and written interactions. This role plays a key part in accelerating speed to competency and uplifting overall performance across the business.
Are you a strong communicator with excellent interpersonal skills that allow you to effectively build relationships at all levels across the organisation? If so, this could be the perfect opportunity for you…
As a Facilitator, you will:
- Facilitate structured onboarding programs across sales, service and claims, ensuring employees build strong technical capability and confidence from day one
- Deliver engaging, high-energy learning sessions (face-to-face and virtual) that drive participation, retention and practical application
- Apply adult learning principles to design and deliver programs that are relevant, interactive and tailored to different learning styles and experience levels
- Build capability across multiple customer channels (phone, email, chat and digital), ensuring a consistent and high-quality customer experience
- Design and deliver learning that balances technical knowledge (systems, processes, products) with core behavioural skills such as communication, problem solving and customer experience
- Support the design and delivery of project-based training initiatives, including new systems, process changes and business-led transformations
- Conduct training needs analysis (TNA) to identify capability gaps and recommend targeted learning solutions
- Continuously review and improve training content and delivery approaches to ensure relevance, effectiveness and alignment with business needs
- Partner with leaders and stakeholders to embed learning into day-to-day operations and drive ongoing capability uplift
- Monitor and report on training outcomes to measure effectiveness and inform continuous improvement
- Record and report on training and assessment delivered to individuals and groups in accordance with records management procedures.
- Assist with recruitment activities, including supporting assessment processes, onboarding readiness and contributing to hiring decisions where required
What you’ll bring to the role?
- Certificate IV in training and assessment, or equivalent (desired)
- Proven experience in a facilitation or learning role within an operational environment (e.g. contact centre, insurance, financial services or similar)
- Ability to confidently deliver technical training (systems, processes, products) in a clear and practical way
- Demonstrated experience in developing, implementing, and evaluating organisational development and learning initiatives.
- Strong understanding of adult learning principles with the ability to adapt and tailor training to meet a range of learner needs.
- Superior communication skills (verbal and written) to consult, influence and recommend learning solutions that deliver mutually beneficial outcomes.
- Comfortable contributing to recruitment and onboarding activities, including candidate assessment and readiness for training
- Proficient in Microsoft Office applications and general digital literacy.
