Client Care Trainer in Brisbane

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.

Are you the person others turn to for guidance, support and help learning the ropes? Use your clinic experience to coach and develop Client Care teams across Neurosensory. We’re looking for an experienced hearing care professional to join us as a Client Care Trainer, based at our Brisbane office. This is a fantastic opportunity for someone who already understands the day-to-day workings of a hearing clinic and is ready to take their experience beyond one location.

You’ll use your knowledge to train, coach and support Client Care team members, helping them build confidence, strengthen their skills and consistently deliver an exceptional client experience. You might currently be a Senior Client Care Representative, Client Advisor, Clinic Coordinator or experienced Client Care professional who has helped onboard new starters, coached colleagues or become the go-to person in your clinic.

You don’t necessarily need to be an experienced professional trainer. What’s important is that you understand hearing care, enjoy developing others and know what great client service looks like. This is a permanent full-time position based in Brisbane, with travel to regional clinics as required.

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.

As our Client Care Trainer, you’ll play an important role in developing our Client Care teams and helping create a consistent, high-quality client experience across our clinic network. 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:

• Delivering induction and training to new Client Care team members
• Coaching and mentoring Client Care team members to build confidence, capability and consistency
• Supporting teams to effectively apply our Client Care policies, protocols and processes
• Working closely with Senior Clinicians in Charge to strengthen Client Care performance and clinic operations
• Providing practical, on-the-job guidance and sharing best practice across clinics
• Identifying opportunities to improve processes, service delivery and the client experience
• Supporting the testing and implementation of system and service improvements
• Assisting clinic teams with client enquiries and operational challenges
• Supporting promotional activities and client engagement initiatives
• Providing guidance around invoicing practices, billing accuracy and other Client Care administration
• Contributing to a positive learning culture where people feel supported to grow and develop

What do you need to be successful in this role? Hearing industry experience will be highly regarded. We’d particularly love to hear from experienced Client Care Representatives, Client Advisors, Clinic Coordinators or similar professionals who are ready to take the next step in their career.

You’ll bring:

• Experience working in hearing care, audiology or a similar clinic environment
• A strong understanding of clinic operations and the client journey
• Experience coaching, mentoring, onboarding or supporting colleagues
• The ability to work across multiple priorities and adapt to different clinic environments
• Strong communication skills and the confidence to connect with people at different levels
• Excellent organisation, prioritisation and time-management skills
• Strong problem-solving skills and sound judgement
• A proactive, hands-on approach to supporting teams
• A strong customer focus and passion for delivering an exceptional client experience
• A willingness to travel to clinics as required
• Ability to thrive in areas of ambiguity and uncertainty
• Desire for continuous improvement and professional development

If you have strong hearing industry knowledge and love sharing what you know, supporting new starters or helping your colleagues succeed, we’d love to hear from you.

Why work with us?

• Competitive remuneration package
• Opportunity to move from clinic-based Client Care into a broader training and development role
• 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

Ready for your next step? If you love hearing care but are ready to step beyond the clinic, share your knowledge and help others succeed, we’d love to hear from you.