At Ototon, we believe that life-changing outcomes begin with life-changing conversations.
Every day, our Hearing Care Professionals help people reconnect with their families, regain confidence, and improve their quality of life. Behind every successful customer journey is a meaningful conversation built on trust, empathy, and exceptional communication.
To support this mission, we are looking for a Learning & Development Expert to help our teams continuously improve the way they communicate with customers.
This is not a traditional training role. It is a coaching role dedicated to helping professionals master the art of human conversation.
Why This Role Matters
At Ototon, exceptional customer experiences begin with exceptional conversations. Every interaction has the power to help people reconnect with their families, regain confidence, and improve their quality of life, which makes the quality of communication central to our mission.
This role matters because exceptional people are developed through exceptional coaching. Its impact is seen in stronger communication quality, greater confidence, better behaviour, higher assessment scores, faster development, positive feedback, strong engagement, and the consistent adoption of best communication practices. If you believe that better conversations can change lives, we’d love to meet you.
What You'll Do
- Deliver one-on-one coaching sessions to employees.
- Observe and evaluate customer conversations.
- Provide structured, constructive, and motivating feedback.
- Design and facilitate practical communication workshops.
- Conduct role plays and simulated customer interactions.
- Create personalized development plans.
- Measure individual progress over time.
- Partner with managers to support employee development.
- Foster a culture of continuous learning and professional growth.
What You'll Help People Develop
You'll help our teams strengthen essential professional communication skills, including:
- Active listening
- Coaching conversations
- Building trust and rapport
- Emotional intelligence
- Empathic communication
- Asking impactful questions
- Understanding customer needs
- Managing difficult conversations
- Handling objections professionally
- Giving and receiving feedback
- Non-verbal communication
- Adaptive communication styles
- Confidence in communication
- Reflective practice and self-awareness
- Professional presence
This Role Is for You If You Have
- A Coaching Mindset: You genuinely enjoy helping others grow. You believe that communication is a skill that can be developed through coaching, reflection, and deliberate practice. You ask thoughtful questions instead of providing ready-made answers and inspire improvement rather than evaluating performance.
- Relevant Qualifications: You hold a Master's degree (preferred) in Psychology, Counselling, Coaching Psychology, Organizational Psychology, Education, or a related field. A professional coaching certification is considered a strong advantage.
- Coaching & Development Experience: You have experience coaching, mentoring, or developing professionals.
- Excellent Communication & Relationship-Building Skills: You demonstrate outstanding interpersonal and communication skills, build trust quickly, and actively listen to understand others.
- Emotional Intelligence & Professional Presence: You demonstrate strong emotional intelligence, professionalism, and integrity in every interaction.
- Observation & Feedback Skills: You have strong observation and analytical abilities and provide structured, constructive feedback that motivates people to improve.
- Additional Expertise (an advantage): Experience in Coaching Psychology, Executive or Business Coaching, Motivational Interviewing, Adult Learning & Development, Behavioural Psychology, Positive Psychology, Facilitation, Communication Skills Training, Leadership Development, or Emotional Intelligence will be considered an advantage.
What We Offer
- The Opportunity to Shape the Future: Play a key role in building a new professional coaching function within one of the fastest-growing healthcare companies in the region, with the freedom to introduce modern coaching methodologies and learning practices.
- A Meaningful Role with Lasting Impact: Focus on developing people rather than managing them, while making a lasting impact on both employees and the thousands of people they serve every year.
- A Culture That Supports Growth: Join a collaborative environment that values continuous learning, innovation, and professional development.
- Competitive Compensation & Career Opportunities: Enjoy competitive compensation and long-term career development opportunities.
- Flexible Hybrid Working: We work in a hybrid environment - office + remote. We believe strong professionals thrive with autonomy, trust, and flexibility, while also valuing in-person collaboration, faster decision-making, and teamwork
- Social Benefits: Meal vouchers, Health insurance with dental care included, and the opportunity for a Multisport card.
