Job Description
Lead Capability. Elevate Service. Shape the Student Experience!
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Box Hill Institute | Full Time | Permanent
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Join us at an exciting time of growth as we invest in the teams that sit at the heart of the student experience.
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This is an exciting opportunity to join us in a newly created role where you'll have the chance to make a lasting impact. As our Training & Development Manager, you'll shape how learning, onboarding and knowledge-sharing are delivered across Customer Care and Admissions, helping our teams deliver exceptional support to prospective and current students.
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Why this role? Why now?
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As our Customer Care and Admissions teams continue to evolve, we're creating this role to build capability, drive consistency and support service excellence across the function.
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This is an opportunity to establish a structured approach to learning and development, design practical training and coaching programs, and create the tools, resources and frameworks that enable high - performing teams. Working closely with leaders and frontline employees, you'll help drive team performance, service excellence and outstanding student and customer experiences.
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This is a full-time, permanent opportunity with an attractive salary package plus 12% super.
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Why work with us?
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At Box Hill Institute, we offer more than just a job - we offer a supportive and rewarding work environment where your wellbeing, growth and achievements are celebrated. Our benefits are designed to help you thrive both professionally and personally:
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In office parking for added convenience
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Career progression opportunities and reward & recognition programs to celebrate your success
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Generous leave options such as Defence Reserve Service, Emergency Response, up to 20 days paid Family Violence leave and up to 16 weeks paid Parental Leave
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Health and wellbeing supports and resources, including FREE flu-vaccinations, FREE skin checks, FREE health checks and corporate health insurance discounts
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Financial perks like novated leasing and salary packaging
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Exclusive staff discounts on CAE/Box Hill Institute short courses for staff and their immediate family as well as discounted access to our on-campus retail services such as floristry, day spa and beauty salons, hairdressing salon, barbershop, restaurant, vet & dog grooming - all delivered by students in training, under the supervision of their teachers.
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About the role
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As the Training & Development Manager, you will lead the design, delivery and continuous improvement of training,



coaching and capability initiatives across Box Hill Institute's Customer Care and Admissions teams across all three campuses.
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Working closely with leaders and frontline employees, you'll strengthen onboarding, identify capability needs and develop practical learning solutions that support high-performing teams. You'll also create training programs, coaching frameworks, SOPs and knowledge resources that drive consistency, build capability and support service excellence across the function.
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Through training, coaching and continuous improvement initiatives, you'll help build capability, improve operational consistency and contribute to an exceptional experience for prospective and current students.
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What you'll do:
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Design and deliver engaging training programs for Customer Care and Admissions employees
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Lead onboarding, refresher training and ongoing capability development initiatives
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Develop coaching frameworks and learning resources that support service excellence
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Create and maintain standard operating procedures, process guides and knowledge resources
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Monitor capability outcomes, training participation and performance trends
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Partner with leaders to identify training needs and support performance improvement
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Coordinate training and communication associated with process, policy and system changes
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Facilitate workshops, coaching sessions and knowledge-sharing activities
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Analyse service quality, KPI data and customer feedback to identify capability gaps and improvement opportunities
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Contribute to operational improvement initiatives that enhance the customer and student experience
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What You'll Bring
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Demonstrated experience in training, learning and development, organisational capability or workforce development
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Experience designing and delivering training programs for operational or customer-facing teams
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Strong coaching, facilitation and stakeholder engagement skills
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Experience developing learning resources, process documentation and standard operating procedures
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Solid communication, organisation and relationship-building skills
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Ability to analyse performance information and translate insights into practical learning solutions
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Experience working in customer service, admissions, education, student administration or other complex service environments will be highly regarded
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A passion for developing people and fostering a culture of continuous improvement
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Qualifications/Requirements
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Relevant tertiary qualification in Training and Assessment, Education, Organisational Development, Business, Management or a related discipline; and/or equivalent demonstrated experience.
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National Police Check
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Working With Children Check
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About us:
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For over 100 years, we've been changing lives for the better, continuing to make this world a better place for all. By providing people with opportunities to expand their knowledge, experience and understanding of the world, we empower them to change their lives.
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Our students can pursue everything - non-accredited short courses through the Centre for Adult Education (CAE); senior secondary qualifications including the Victorian Certificate of Education (VCE) and VCE Vocational Major (VCE VM); vocational certificates (including pre-apprenticeships, apprenticeships and traineeships) and diplomas; and higher education degrees and a graduate certificate.
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We are committed to a highly motivated and aligned workforce, so we'll be by your side to enable you, help you grow and offer you benefits which enhance your work-life balance.
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Commitment to child safety
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Box Hill Institute is a Child Safe Organisation and has a zero tolerance towards the harm or abuse of children and young people.
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We believe that child safety is everyone's responsibility. All employees, volunteers, contractors and service providers are required to promote a culture of child safety, comply with the Child Safe Standards and other relevant legislation and reporting obligations of suspected child abuse as per the Institute's Child Safety Policy and Procedures.
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All employees are required to hold and maintain a current, valid Working with Children Check for the duration of their employment at their own expense.
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Candidates for employment at Box Hill Institute will be subject to pre-employment probity checks, and must satisfy Box Hill Institute's pre-conditions for employment.
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Box Hill Institute reserves the right to withdraw an advertised position at any stage
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Box Hill Institute is a welcoming, safe and respectful work workplace. We are work-life friendly and an equal opportunity employer. We encourage people from all backgrounds, abilities and identities to apply for our vacancies.

📌 Training & Development Manager (Victoria)
🏢 Box Hill Institute
📍 Victoria