We are a rapidly growing national residential maintenance and home-services business providing
plumbing, electrical and heating, ventilation and air-conditioning (HVAC) services
across multiple Australian states.
We invest heavily in online and offline marketing and generate a substantial volume of inbound customer enquiries. We are seeking an experienced
Call Centre Training Manager
to develop the skills, confidence and performance of our Customer Service Representatives and ensure every genuine enquiry is handled professionally and converted into a confirmed booking wherever possible.
This is a hands-on training and coaching role. You will monitor live and recorded calls, identify individual and team development needs, deliver structured training and continuously improve how our CSRs manage customer enquiries, questions and objections across our plumbing, electrical and HVAC divisions.
Your primary objective will be easy:
Develop a highly trained, confident and consistent call-centre team that maximises every genuine customer enquiry.
About the Role
We are a rapidly growing national residential maintenance and home-services business providing
plumbing, electrical and heating, ventilation and air-conditioning (HVAC) services
across multiple Australian states.
We invest heavily in online and offline marketing and generate a substantial volume of inbound customer enquiries. We are seeking an experienced
Call Centre Training Manager
to develop the skills, confidence and performance of our Customer Service Representatives and ensure every genuine enquiry is handled professionally and converted into a confirmed booking wherever possible.
This is a hands-on training and coaching role. You will monitor live and recorded calls, identify individual and team development needs, deliver structured training and continuously improve how our CSRs manage customer enquiries, questions and objections across our plumbing, electrical and HVAC divisions.
Your primary objective will be simple:
Develop a highly trained, confident and consistent call-centre team that maximises every genuine customer enquiry.
Key Responsibilities
Develop and deliver structured induction training for new call-centre employees
Create and maintain ongoing training programs for existing CSRs
Monitor live and recorded inbound calls across all states, service divisions and marketing channels
Assess call quality, booking performance and compliance with company processes
Identify why genuine customer enquiries are not being converted
Provide immediate coaching and practical feedback to CSRs
Deliver individual coaching, group training and live floor support
Conduct regular call-review and role-playing sessions
Develop and implement consistent call-handling scripts and processes
Develop service-specific call-handling material for plumbing, electrical and HVAC enquiries




Create objection-handling guides covering common customer concerns, including:
Call-out and attendance fees
Appointment availability
Pricing questions
Customers requesting estimates over the phone
Customers comparing multiple service providers
Customers wanting to think about it or call back
Customers hesitant to confirm an appointment
Train CSRs to confidently identify the customer's required trade and service
Train CSRs to understand the urgency of each enquiry and secure the appropriate booking
Train CSRs to identify customer needs, create urgency and confidently ask for the booking
Establish call-quality scorecards and minimum performance standards
Assess new employees before they are approved to handle calls independently
Develop individual retraining and performance-improvement plans where required
Maintain a central library of training material, scripts, call examples and standard operating procedures
Review unbooked calls and identify recurring skills gaps or process failures
Train CSRs on missed-call recovery and unbooked-enquiry follow-up
Ensure CSRs accurately record customer information, service requirements and booking outcomes in ServiceTitan
Train employees to correctly classify:
Plumbing, electrical and HVAC enquiries
New and existing customers
Booked and unbooked calls
Genuine and non-serviceable enquiries
Marketing sources and campaign information
Work closely with Call Centre Management, Marketing, Dispatch and Operations
Provide Marketing with feedback regarding lead quality, customer intent and common objections
Track CSR performance before and after training to measure improvement
Provide daily and weekly training and performance reports to senior management
Continuously improve training material based on call trends, performance data and business requirements
Key Performance Indicators
The annual performance bonus of up to
$20,000
will be assessed against agreed performance measures and paid quarterly.
Performance will be measured against:
Improvement in marketing-generated enquiry-to-booking conversion across plumbing, electrical and HVAC
Improvement in individual and overall team booking conversion
Call-quality assessment scores
New-employee training completion and time to competency
Objection-handling performance
Reduction in repeated call-handling errors
Unbooked-enquiry recovery performance
Accuracy of Service Titan customer and booking records
Accurate classification of enquiries by trade, service and marketing source




Compliance with approved call scripts and booking processes
Completion of scheduled coaching and training sessions
Measurable performance improvement following individual coaching
Overall consistency of customer service across all states and service divisions
Performance measurements will be based on genuine, serviceable customer enquiries and quality-confirmed bookings.
About You
Demonstrated experience as a call-centre trainer, sales trainer, quality coach or call-centre team leader
Experience training high-volume inbound booking or telephone sales teams
A proven ability to improve employee performance and booking conversion
Strong sales, communication and objection-handling skills
Experience developing training programs, call scripts, coaching material and standard operating procedures
The confidence to listen to calls, identify weaknesses and provide direct, constructive coaching
Strong facilitation, presentation and role-playing skills
The ability to adapt training to different experience and competency levels
Strong analytical skills and the ability to interpret call and conversion data
Experience using CRM, call-tracking and reporting platforms
A hands-on approach and willingness to provide live support on the call-centre floor
High standards of accountability, urgency and professionalism
The ability to communicate training outcomes clearly to senior management
Experience within plumbing, electrical, HVAC, trades, home services or another appointment-based service business will be highly regarded
Experience with ServiceTitan will be advantageous
A Certificate IV in Training and Assessment will be highly regarded but is not essential
What We Are Looking For
We are not looking for someone who simply delivers presentations or distributes training documents.
We need a practical, commercially focused trainer who is prepared to listen to calls, work directly with CSRs, demonstrate how calls should be handled and measure whether the training is improving real performance.
You must understand that every genuine inbound enquiry represents a significant marketing investment. Your role will be to equip our CSRs with the skills, processes and confidence required to convert plumbing, electrical and HVAC enquiries into confirmed bookings.
What We Offer
$125,000 base salary
12% superannuation
Up to $20,000 annual performance bonus, assessed and paid quarterly
A senior training role with national influence
The opportunity to develop call-centre training across multiple service divisions
Access to substantial inbound call volume and performance data
Direct engagement with senior management
The authority to introduce new scripts, training programs and call-quality systems
The opportunity to build a complete multi-trade call-centre training framework
A professional office environment in Mascot
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📌 Call Centre Training Manager (New South Wales)
🏢 seek.com.au
📍 New South Wales