Job Introduction
Welcome
Thank you for your interest in joining the People Directorate at Notting Hill Genesis.
This is an exciting time to join NHG. Our People function is evolving to become more confident, proactive and insight‑led, working in close partnership with leaders to build capability, strengthen performance and support the delivery of great outcomes for residents.
People Development sits at the heart of our People Strategy. Our work focuses on building the skills, confidence and capability colleagues need to deliver consistent, high‑quality, resident‑focused services. Within this, the Customer Service Centre plays a critical role in how residents experience NHG every day.
The Training Specialist – (Customer Service Centre) plays a key role in this ambition. You will deliver practical training and on‑the‑floor coaching that supports CSC colleagues to perform confidently, consistently and in line with NHG’s values and service standards.
What the role is all about
As Training Specialist – CSC, reporting to the Learning Partnering & Delivery Manager, you will strengthen capability and colleague experience within NHG’s Customer Service Centre.
Based mainly in Chelmsford, with attendance at Bruce Kenrick House (King’s Cross) around three times per month, you will work closely with CSC leaders, Team Managers, HR Business Partners, L&D Partners and Talent & Performance colleagues to understand capability needs and deliver targeted learning support.
You will provide hands‑on training, coaching and support that helps colleagues build the skills, behaviours and confidence required to deliver excellent, resident‑focused service across a multi‑channel contact‑centre environment.
How you’ll make a difference
You will strengthen service quality and colleague capability by:
1. Supporting CSC colleagues to deliver confident, consistent and resident‑focused customer service
2. Providing practical training, targeted interventions and on‑the‑floor coaching that addresses real operational challenges
3. Helping new starters feel confident, welcomed and ready to perform quickly and safely
4. Responding quickly to capability gaps, service changes or performance themes with tailored training and coaching
5. Embedding NHG’s values and behavioural expectations into everyday customer interactions
Your impact will be seen through improved colleague readiness, stronger confidence, more consistent service delivery and a better experience for residents.
How you’ll do it
6. Deliver engaging, practical and role‑relevant training for new starters and existing CSC colleagues, covering call‑handling skills, systems use, customer service standards, policies and NHG values
7. Facilitate CSC induction and onboarding, ensuring colleagues feel supported and ready to take calls effectively
8. Run refresher sessions, micro‑learning and targeted interventions in response to capability needs or service changes
9. Deliver training in classroom, virtual and on‑the‑floor settings, ensuring learning translates into practical skills immediately
10. Provide real‑time and scheduled on‑the‑floor coaching, offering supportive, confidence‑building feedback
11. Observe live or recorded calls and work with Team Managers to identify development needs and performance themes
12. Carry out QA activity alongside CSC leaders to identify strengths, risks and opportunities to improve customer experience
13. Use QA insights to shape coaching, training interventions and continuous improvement activity
14. Work collaboratively with HRBPs, L&D Partners and Talent & Performance colleagues to ensure insight informs wider people activity
15. Liaise with the Learning Systems Specialist to support LMS activity, reporting and learning assignments
16. Contribute to continuous improvement of CSC learning, content and delivery approach
All about you
Essential
17. Significant experience working in a multi‑channel contact‑centre environment, ideally at team leader or senior advisor level
18. Strong training and coaching skills, with experience building colleague confidence and performance in a fast‑paced environment
19. Ability to deliver practical, engaging training in both group and one‑to‑one settings
20. Experience using call‑listening, QA or performance insight to identify development needs and shape training responses
21. Experience working collaboratively with operational leaders and People teams to support capability development
22. Confidence using learning systems or digital tools, and working with others to access basic reports or learning assignments
Desirable
23. Training, coaching or learning‑related qualifications (e.g. Level 3 or Level 5), or willingness to work towards one
What’s in it for you?
You’ll have the opportunity to make a real difference to colleague confidence, service quality and resident experience, while developing your career within a supportive, values‑led People Development team.
Benefits include:
24. Excellent annual leave and flexible working options (qualifying period may apply)
25. Generous pension scheme
26. Enhanced family leave (qualifying period may apply)
27. Employee Assistance Programme
28. Health cash plan
29. Retail, leisure and lifestyle discounts
30. Interest‑free loans
31. Cycle to work scheme
32. Life assurance – 4x annual salary
All about us
Notting Hill Genesis is a not-for-profit organisation providing affordable homes for Londoners and it is now one of the largest housing associations in London. We are both a landlord and a developer, with more than 65,000 existing homes and 10,000 more in our pipeline and we employ around 1,800 employees.
For more information on what we do and what makes us different please visit:https://group.nhg.org.uk/careers/
We welcome applications from everyone.
To find out more about our approach to equality, diversity and inclusion please visit: https://group.nhg.org.uk/careers/diversity-is-our-strength/
If you are interested, please send your application now! Closing date is 12 April 2026
Please apply for this role online. If you are not able to apply online or if you have any reasonable adjustment requirements arising from a disability or medical condition to fully participate in the recruitment process, please discuss this with our hiring team via jobs@nhg.org.uk.
NHG reserves the right to close this vacancy early if we receive sufficient applications for the role, so we advise you to submit your application at your earliest opportunity
Attached documents