Call Centre Training Manager

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

To succeed in this position, you will have:

• 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

How to Apply

Please submit your resume together with a brief cover letter outlining:

• Your experience training or coaching call-centre teams
• An example of how your training improved call quality or booking conversion
• The performance metrics you used to measure the improvement
• Your experience developing scripts, training programs or objection-handling material
• Any experience you have within plumbing, electrical, HVAC or residential home services

Only applicants with demonstrated call-centre training, coaching, conversion or telephone sales experience will be considered.