Training Manager

seek.com.au; Sydney; On-site; AUD 110,000 - 150,000; Full time

Job summary

Seek.com.au is seeking a Training Manager to own how we learn, document and do things well, from our Mascot head office to our field teams on the road.

You will build policies, SOPs and training programs ensuring every team member knows what’s expected, how to do it well, and where to find what they need, with a hands-on role influencing service quality and compliance across regions.

Qualifications

• Certificate IV in Training and Assessment (TAE40122 or equivalent).
• 5+ years in a training, L&D or capability role with program design & delivery.
• Proven experience writing policies, procedures & SOPs in an operational business.
• Confident facilitator capable of engaging office staff to tradespeople.
• Strong written communication; ability to turn complex processes into clear documents.
• Excellent organisation & project management; can run multiple programs.
• Working knowledge of WHS obligations & compliance training in Australia.
• Proficiency with Microsoft 365 and ability to pick up new systems.

Responsibilities

• Write and maintain documentation: policies, procedures, SOPs, checklists, quick-reference guides with a central library.
• Identify training needs via performance data, quality results, customer feedback, manager input; build annual calendar & role-based pathways.
• Train head office teams: inductions, systems training (ServiceTitan), customer service & dispatch training.

Skills

Policy writing

Training facilitation

Effective communication

MS 365 proficiency

Quality & compliance

Education

Certificate IV in Training and Assessment (TAE40122)

Instructional design / e-learning

Tools

ServiceTitan

LMS experience

Job description

We are looking for a Training Manager to own how we learn, document and do things well, from our head office in Mascot to our plumbers, technicians and apprentices on the road.

You’ll build the policies, SOPs and training programs that help every team member know what’s expected, how to do it well, and where to find what they need. It’s a hands‑on role with real influence on our service quality, compliance and growth across our operating regions.

You’ll report to the GM of Operations and the GM of Service.

About the role

We are looking for a Training Manager to own how we learn, document and do things well, from our head office in Mascot to our plumbers, technicians and apprentices on the road.

You’ll build the policies, SOPs and training programs that help every team member know what’s expected, how to do it well, and where to find what they need. It’s a hands‑on role with real influence on our service quality, compliance and growth across our operating regions.

You’ll report to the GM of Operations and the GM of Service.

What you’ll do

• Write and maintain our documentation: policies, procedures, SOPs, checklists and quick‑reference guides in plain English, backed by a proper document control system and a central library everyone can access

• Identify what training is needed: run training needs analyses using performance data, quality results, customer feedback and manager input, then build an annual training calendar and role‑based pathways

• Train head office teams: inductions, systems training (including ServiceTitan), and customer service and dispatch training on call handling, booking accuracy, pricing conversations, de‑escalation and complaints

• Train our on‑road teams: inductions for plumbers, technicians and apprentices, plus job workflow, mobile app use, quoting and invoicing, in‑home customer communication, and WHS and safety training including toolbox talks

• Keep us compliant: maintain training records and competency sign‑offs, support WHS and state plumbing and licensing requirements, and prepare reports for audits and management review

• Measure what works: track training effectiveness and business impact, recommend improvements, and research tools such as a learning management system to help us scale

About you

Essential

• Certificate IV in Training and Assessment (TAE40122 or equivalent)

• 5+ years in a training, L&D or capability role, including program design and delivery

• Proven experience writing policies, procedures and SOPs in an operational business

• A confident facilitator who can engage everyone from office staff to tradespeople in the field

• Strong written communication, with a knack for turning complex processes into clear, practical documents

• Excellent organisation and project management skills, able to run multiple programs at once

• Working knowledge of WHS obligations and compliance training in Australia

• Proficiency with Microsoft 365 and the ability to pick up new business systems quickly

Desirable

• Experience in trades, home services, field service or contact centre environments

• Experience with ServiceTitan or similar field service management platforms

• Experience implementing or administering an LMS

• Instructional design or e‑learning development skills

Working arrangements

• Based at our Head Office in Mascot, on‑site 5 days a week

• Ride‑alongs and on‑site sessions with field teams

• Occasional interstate travel to support teams in other regions

• Occasional early‑morning or out‑of‑hours sessions to suit field and shift schedules

• Current driver’s licence required