The role
Southern Housing is seeking a talented candidate with training or coaching experience to join us as a Performance Optimisation Coach in our Customer Access and Transactions contact centres across Kent, London and Sussex.
This is an exciting opportunity for someone who is keen on working as a part of a team to design, develop and deliver a learning framework for the Customer Access and Transactions directorate. Our ideal candidate is who has experience in designing and delivering training programmes and should be able to use their skills to facilitate good presentation.
As a Performance Optimisation Coach, you will be delivering an induction process which will be used for all new starters in the directorate, taking into consideration that this will be a design for an environment with above average staff turnover.
You will deliver training and other learning activity, including systems training (8x8, Customer Dynamics and other applications) to support colleagues in the contact centres to develop their skills and knowledge they need to deliver in their day-to-day roles, and you will work collaboratively with the Team Manager and key stakeholders on the design of learning solutions that deliver a blended approach, that embeds our culture.
This position is based in Croydon and will also involve travel to our Sittingbourne and Hastings offices. After a successful probationary period, hybrid working options can be discussed with your manager.
By being committed to equality, diversity, and inclusion, you will be a trusted and respected colleague.
WHAT YOU NEED
* Strong understanding of Southern Service, our HEART values and standards
* Excellent written and verbal communication
* Excellent coaching skills, confident to deliver to audiences face-to-face and virtually.
* Experience in delivering training.
* Strong understanding of our systems and processes
* Already have or be willing to work towards an ILM level 3 in effective coaching qualification.
In your supporting statement, it is important that you address how you meet each of the above criteria providing real examples.
Closing Date: Wednesday 10th September 2025.
Interview Dates: W/C 15th September 2025.
Applying for roles with us
About us
At Southern Housing, our residents are at the heart of everything we do. As one of the largest housing providers in the UK with over 77,000 homes across London, the Southeast, the Isle of Wight, and the Midlands, we give over 167,000 people somewhere affordable to call their ownWe also understand the difference that safe, secure, and affordable homes can make to people's lives.
A career at Southern Housing will allow you to make a difference every day you come to work. Working in the housing sector with us will bring fresh challenges and give you the opportunity to grow and develop, too.
What's in it for you
Pension
Life
assurance
Healthcare cash plan
Eyecare & dental
Birthday
leave
Retailers discounts
Cycle
to work
Buy & sell
annual leave
Season ticket loan
In-house academy & career development
Flexible working
Inclusion & Diversity
We work hard to create a diverse and inclusive culture and environment where people are respected for who they are. Encouraging inclusion is not just about protected characteristics, it's about celebrating differences of thought, opinion, experience and perspective of each individual.
We're all different in our own way and we want our colleagues to feel comfortable, that they belong, and are safe to be themselves at work, without fear of being judged or excluded, but valued for their contribution to our One Team approach.