Manage the Knowledge Management System, create and review content, lead induction and upskilling for Client Services, conduct quality monitoring of interactions, identify improvement opportunities, and partner with leaders to raise frontline capability.
About Us
Australian Ethical is one of Australia’s fastest-growing super fund and ethical investment managers. We are ASX-listed with over $14 billion in funds under management and offer a selection of award-winning managed funds and superannuation products.
Our purpose is to invest for a better world, and we have been pioneers in this space for almost 40 years. For us, investing has two aims – generating solid financial returns and a positive impact for people, planet, and animals. At Australian Ethical, we prove that money can be a force for good. We do this by staying true to our purpose, which is embedded throughout our organisation and drives our everyday activities as a business, investor, brand, employer, and corporate citizen. We’re a registered B Corp and fully committed to an inclusive, equitable and forward-thinking workplace culture.
Your New Role
The Capability Support Specialist plays a pivotal role within our Client Services (contact centre) team, driving excellence in knowledge management, training, and quality to uplift our customer service capability. As a trusted partner to operational leaders, you will ensure the team has access to accurate, up‑to‑date information and the skills required to deliver outstanding customer experiences.
Key responsibilities include:
Knowledge Management
· Maintain full ownership of the Knowledge Management System.
· Update existing resources in response to feedback, system changes or regulatory updates.
· Create new articles, workflows, guides and reference materials as required.
· Conduct periodic reviews of all content to ensure accuracy, usability and relevance.
· Identify opportunities to improve knowledge structure, accessibility and design.
Training, Induction & Capability Development
· Lead and coordinate the induction program for new starters within the Client Services team.
· Develop and deliver upskilling programs for existing team members based on business and individual needs.
· Ensure all training materials and content remain current and compliant with regulatory or process changes.
· Collaborate with subject-matter experts and leadership to identify capability gaps and maintain a skills matrix.
Quality Monitoring & Continuous Improvement
· Conduct regular quality monitoring of customer interactions, including calibrations.
· Identify recurring pain points, process gaps and behavioural trends, and propose solutions.
· Provide timely feedback to leaders on performance themes and potential improvement areas.
· Actively look for opportunities for the Client Services team to engage new and existing members.
About You
You’re an experienced Trainer/Facilitator/Capability Support Specialist who thrives in a dynamic environment and lifts frontline performance through strong knowledge management, training, and quality practices. You combine clear communication and attention to detail with the ability to translate complex information into user‑friendly content. With a proactive, solutions‑focused mindset, you confidently juggle priorities and strengthen customer service teams through scalable systems and continuous improvement.
Ideally, you bring:
· 2+ years’ experience in a contact centre environment within a training, knowledge management, or quality assurance focused role
· Demonstrated experience managing or maintaining a Knowledge Management System, including updating content, creating new resources, and conducting regular reviews for accuracy and usability.
· Experience using livepro or other KMS platforms, Salesforce and NICE telephony (desirable)
· A background in developing engaging training content and facilitating induction, upskilling, or capability programs for frontline teams
· Familiarity with quality monitoring frameworks, including call review, calibrations, and identifying trends or improvement opportunities.
· Alignment with our core values—authenticity, action, connection, curiosity, and empathy.
What’s in it for you
· A competitive salary, including short-term and long-term incentives including access to an Employee Share Plan
· Flexible work arrangements
· Wellbeing program that includes an extra 5 days of leave above statutory requirement
· Purpose aligned volunteer days
· 20 days paid annual leave with an additional 3 paid days of annual leave over the Christmas period
Want to know more about what it's like to work at Australian Ethical? Check out our LinkedIn Life Page here: https://www.linkedin.com/company/australian-ethical-investment/life/ or our Careers and Culture page here: https://www.australianethical.com.au/work-with-us/
At Australian Ethical we embrace diversity in our people and thinking. We are committed to being an equal opportunities employer and never discriminate on the basis of race, religion, gender identity or expression, sexual orientation, age, marital or disability status.
Join the Team
If this role interests you and you'd love to join the Australian Ethical team, apply here. We look forward to hearing from you!
Please note
Only short-listed candidates will be contacted. Applications or approaches via recruitment agencies will not be accepted for this position. Background checks will be conducted for the successful candidate, as per our regulatory requirements as a financial services organisation
Top Skills
Knowledge Management System,Livepro,Salesforce,Nice Telephony
Australian Ethical Investment Sydney, New South Wales, AUS Office
Level 8, 130 Pitt Street, , ,, Sydney, NSW , Australia, 2000
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