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.About the RoleWe 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 ResponsibilitiesDevelop and deliver structured induction training for new call-centre employeesCreate and maintain ongoing training programs for existing CSRsMonitor live and recorded inbound calls across all states, service divisions and marketing channelsAssess call quality, booking performance and compliance with company processesIdentify why genuine customer enquiries are not being convertedProvide immediate coaching and practical feedback to CSRsDeliver individual coaching, group training and live floor supportConduct regular call-review and role-playing sessionsDevelop and implement consistent call-handling scripts and processesDevelop service-specific call-handling material for plumbing,



electrical and HVAC enquiriesCreate objection-handling guides covering common customer concerns, including:Call-out and attendance feesAppointment availabilityPricing questionsCustomers requesting estimates over the phoneCustomers comparing multiple service providersCustomers wanting to think about it or call backCustomers hesitant to confirm an appointmentTrain CSRs to confidently identify the customer's required trade and serviceTrain CSRs to understand the urgency of each enquiry and secure the appropriate bookingTrain CSRs to identify customer needs, create urgency and confidently ask for the bookingEstablish call-quality scorecards and minimum performance standardsAssess new employees before they are approved to handle calls independentlyDevelop individual retraining and performance-improvement plans where requiredMaintain a central library of training material, scripts, call examples and standard operating proceduresReview unbooked calls and identify recurring skills gaps or process failuresTrain CSRs on missed-call recovery and unbooked-enquiry follow-upEnsure CSRs accurately record customer information, service requirements and booking outcomes in ServiceTitanTrain employees to correctly classify:Plumbing, electrical and HVAC enquiriesNew and existing customersBooked and unbooked callsGenuine and non-serviceable enquiriesMarketing sources and campaign informationWork closely with Call Centre Management, Marketing, Dispatch and OperationsProvide Marketing with feedback regarding lead quality, customer intent and common objectionsTrack CSR performance before and after training to measure improvementProvide daily and weekly training and performance reports to senior managementContinuously improve training material based on call trends, performance data and business requirementsKey Performance IndicatorsThe 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 HVACImprovement in individual and overall team booking conversionCall-quality assessment scoresNew-employee training completion and time to competencyObjection-handling performanceReduction in repeated call-handling errorsUnbooked-enquiry recovery performanceAccuracy of Service Titan customer and booking recordsAccurate classification of enquiries by trade,



service and marketing sourceCompliance with approved call scripts and booking processesCompletion of scheduled coaching and training sessionsMeasurable performance improvement following individual coachingOverall consistency of customer service across all states and service divisionsPerformance measurements will be based on genuine, serviceable customer enquiries and quality-confirmed bookings.About YouDemonstrated experience as a call-centre trainer, sales trainer, quality coach or call-centre team leaderExperience training high-volume inbound booking or telephone sales teamsA proven ability to improve employee performance and booking conversionStrong sales, communication and objection-handling skillsExperience developing training programs, call scripts, coaching material and standard operating proceduresThe confidence to listen to calls, identify weaknesses and provide direct, constructive coachingStrong facilitation, presentation and role-playing skillsThe ability to adapt training to different experience and competency levelsStrong analytical skills and the ability to interpret call and conversion dataExperience using CRM, call-tracking and reporting platformsA hands-on approach and willingness to provide live support on the call-centre floorHigh standards of accountability, urgency and professionalismThe ability to communicate training outcomes clearly to senior managementExperience within plumbing, electrical, HVAC, trades, home services or another appointment-based service business will be highly regardedExperience with ServiceTitan will be advantageousA Certificate IV in Training and Assessment will be highly regarded but is not essentialWhat We Are Looking ForWe 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 salary12% superannuationUp to $20,000 annual performance bonus, assessed and paid quarterlyA senior training role with national influenceThe opportunity to develop call-centre training across multiple service divisionsAccess to substantial inbound call volume and performance dataDirect engagement with senior managementThe authority to introduce new scripts, training programs and call-quality systemsThe opportunity to build a complete multi-trade call-centre training frameworkA professional office workplace in Mascot
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📌 Call Centre Training Manager (Sydney)
🏢 seek.com.au
📍 Sydney