Contact Centre Learning Adviser

Notting Hill Genesis; Chelmsford; On-site; GBP 60,000 - 80,000; Full time

Job summary

A large housing association in London is seeking a Contact Centre Learning Adviser to design and deliver training for its teams. The ideal candidate will possess experience in contact centre training and expertise in learning needs analysis. Responsibilities include creating engaging learning solutions and tracking their effectiveness. The role offers benefits like flexible working, generous annual leave, and professional development opportunities. Join a thriving organisation committed to building a diverse workforce.

Benefits

Excellent annual leave allowance

Generous pension scheme

Enhanced maternity, paternity, and adoption pay

Employee assistance services

Health cash plan

Staff discounts at major retailers

Interest-free loans

Cycle to work scheme

Life Assurance x 4 annual salary

Qualifications

• Experience in a high-volume contact centre training role, designing and delivering blended learning.
• Expertise in learning needs analysis and evaluation with strong data skills.
• Excellent communication, facilitation, and coaching skills.

Responsibilities

• Act as the learning adviser to contact centre management.
• Lead learning needs analysis across new hires and role changes.
• Design and deliver blended programmes including classroom and online training.

Skills

Training delivery experience

Data analysis skills

Communication skills

Coaching skills

Knowledge of contact centre systems

Education

CIPD Level 5 or equivalent

Tools

CRM systems

Learning Management System (LMS)

Job description

Job Introduction

What you’ll do

Notting Hill Genesis, one of London's largest housing associations, is seeking a Contact Centre Learning Adviser to join our growing team. As a CSC Learning Adviser, you’ll lead the design, delivery, and continuous improvement of training that empowers our contact centre colleagues to provide excellent, inclusive, and customer-focused service. You’ll partner with trainers, operations leaders, and the corporate learning team to identify learning needs, create engaging solutions, and ensure training translates into real-world performance. This is a key role in shaping a proactive, best-practice learning offer that supports both colleagues and residents.

Please note that this role will be split between our offices in Kings Cross, London and Chelmsford, Essex.

How you’ll do it

• Act as the learning adviser to contact centre management, aligning training to corporate principles and values.
• Lead learning needs analysis across new hires, role changes, campaigns, and urgent updates.
• Design and deliver blended programmes, including classroom, online, eLearning, and micro-learning.
• Provide in-the-moment coaching through floor-walking, call listening, and targeted feedback.
• Prepare quick guides, job aids, and readiness briefings for seasonal campaigns and system changes.
• Track learning outcomes and operational metrics to evidence impact and identify improvements.
• Source and manage external suppliers for cost-effective learning solutions when needed.
• Collaborate with the corporate learning team to develop future learning pathways.

The ideal candidate

We believe great service starts with great people, and we are committed to recruiting and developing passionate, enthusiastic, and talented individuals who can add value to our thriving organisation.

Pending confirmation of legislative changes, this role may require a qualification to demonstrate competence.If not already qualified, there may be an expectation to study towards a professional qualification.

Essential

• Experience in a high-volume contact centre training role, designing and delivering blended learning.
• Expertise in learning needs analysis and evaluation, with strong data skills.
• Excellent communication, facilitation, and coaching skills.
• Strong knowledge of contact centre systems such as Telephony and CRM.
• CIPD Level 5 or coaching qualification (or equivalent).
• A willingness to travel between our offices in Kings Cross and Chelmsford.

Desirable

• Experience commissioning external learning content and managing suppliers.
• Experience using / administering an LMS and producing compliance reports.

What’s in it for you?

Once you join us, you’ll find plenty of opportunities to grow within our organisation. You’ll also have access to a wide range of learning opportunities to help you achieve and maximise your potential.

Benefits include

• Excellent annual leave allowance and flexible working opportunities (qualifying period may apply)
• Generous pension scheme
• Enhanced maternity, paternity, and adoption pay in addition to statutory entitlements (qualifying period may apply)
• Employee assistance - free confidential advice and counselling services provided by independent specialist organisations.
• Health cash plan
• Staff discounts - we give our staff access to discounts at hundreds of major retailers, gyms, restaurants, entertainment, days out, insurance, and much more.
• Interest free loans - season ticket loan, tenancy deposit loan, and training loan
• Cycle to work scheme.
• Life Assurance x 4 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 60,000 existing homes and 10,000 more in our pipeline and we employ around 1,500 staff.

Selection Process

Step 1: If you are interested, please send your application now! Step 2: Successful candidates will be invited to interview and assessment.

To find out more about our approach to equality, diversity and inclusion please visit :

We welcome applications from everyone. We actively monitor the diversity of our workforce and strive to show equal representation throughout all levels of the organisation. We are a Stonewall Diversity Champion, a Disability Confident employer amongst other diversity commitments.

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 [e-mail].

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.

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