Contact Centre Coach

Optivo; Croydon; Hybrid; GBP 32,000; Full time

Job summary

A leading housing provider in the UK is seeking a Contact Centre Coach based in Croydon. This role involves designing, delivering, and facilitating training programs for new starters in a dynamic contact centre environment. The ideal candidate will have excellent coaching skills, a customer-centric attitude, and proficiency in Microsoft Office. Benefits include a pension, healthcare, and various employee perks. Join us in making a difference every day.

Benefits

Pension

Life assurance

Healthcare cash plan

Eyecare & dental

Birthday leave

Retailer discounts

Cycle to work

Buy & sell annual leave

Qualifications

• Experience in contact centre environment.
• Ability to deliver engaging presentations.
• Experience in designing and delivering training programmes.

Responsibilities

• Deliver induction for new starters.
• Design and deliver training and coaching activities.
• Collaborate with managers on learning solutions.

Skills

Customer centric attitude

Written and verbal communication

Microsoft Office proficiency

Coaching/facilitation skills

Training facilitation experience

Understanding of learning styles

Attention to detail

Education

ILM Level 3 in effective coaching (or willing to obtain)

Job description

Contact Centre Coach

Optivo
Croydon, Greater London
£32,000 per year
Permanent
Full-time

The role

Southern Housing is seeking a talented candidate with training or coaching experience to join us as a contact centre 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 part of a team to design, develop and deliver a learning framework for the Customer Access & Transactions directorate. Our ideal candidate has worked in a contact centre environment and has experience in designing and delivering training programmes and inductions. Being able to use their skills to facilitate engaging presentations is essential.

As a contact centre coach, you will deliver an induction process which will be used for all new starters in the directorate. Design considerations include an environment with above-average staff turnover. You will deliver training, coaching and other learning activities, 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 support in their day-to-day roles, you will work collaboratively with Team Managers and key stakeholders on the design of learning solutions that deliver a blended approach and embed our culture. This position is based in Croydon and will involve travel to 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 customer centric attitude to support the contact centres
• Excellent written and verbal communication
• Excellent understanding of Microsoft Office products
• Excellent coaching/facilitation skills, confident to deliver to audiences face-to-face and virtually
• Experience in facilitating/delivering training
• Strong understanding of learning styles
• Already have or be willing to work towards an ILM level 3 in effective coaching qualification
• Ability to prioritise workload with a high level of attention to detail

In your supporting statement, address how you meet each criterion with real examples. Deliver a 10-minute presentation covering who Southern Housing is, and what you feel your role will look like. Share a project plan and session plan via email on 13th Oct, before interview date.

Closing Date: 8th October 2025.
Interview Dates: 14th October 2025.

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 own. We 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
• Retailer discounts
• Cycle to work
• Buy & sell annual leave

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. We want our colleagues to feel they belong, feel safe to be themselves at work, and be valued for their contribution to our One Team approach.