Performance Optimisation Coach

Southern Housing; Croydon; On-site; GBP 32,000 - 44,000; Full time

Job summary

Southern Housing is seeking a Performance Optimisation Coach to join our Customer Access & Transactions directorate on a permanent basis. This role focuses on designing and delivering a learning framework, with experience in both in-person and virtual delivery, to support frontline teams.

You will deliver inductions, soft skills training, values and behaviours, and work across departments to meet service objectives in a fast-paced environment.

Qualifications

• Deliver inductions and learning interventions for new starters.
• Facilitate training face-to-face and virtually.
• Apply varied learning styles to maximise engagement.

Responsibilities

• Design, develop and deliver a learning framework for the directorate.
• Collaborate with departments to meet service offer objectives.
• Deliver sessions and coaching across multiple offices.

Skills

Customer focus

Communication skills

Coaching & facilitation

Training delivery

Learning styles knowledge

Time management

Tools

MS Office

Job description

We are seeking a talented candidate to permanently join us as a Performance Optimisation Coach in our Customer Access & Transactions directorate.

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 & Transactions directorate, with experience in delivery both face to face and virtually. Our ideal candidate is someone who is self-motivated and can make a difference.

As a Performance Optimisation Coach, you will be delivering inductions to new starters and other learning interventions, soft skills, values & behaviours. You will work collaboratively with all departments across Customer Access & Transactions directorate to meet the service offer. This is an environment that is fast paced and being solution focused is essential to be successful in this role.

This role will be based at one of our main offices. There will be regular travel between our other offices, Hastings, Maidstone and Croydon.

What You'll Need:

• A strong customer-centred approach and a commitment to supporting our contact centres
• Excellent written and verbal communication skills
• A strong working knowledge of Microsoft Office applications
• Excellent coaching and facilitation skills, with the confidence to deliver learning face-to-face and virtually
• Experience of facilitating and delivering training
• A strong understanding of learning styles and how to apply them effectively
• The ability to prioritise workloads while maintaining a high level of attention to detail

In your supporting statement, it is important that you address how you meet each of the above criteria providing real examples. You will have to deliver a 10min presentation.

Please note, we reserve the right to close this vacancy at any time if we receive a high volume of applications.

Closing Date: 17th September 2026 at 23:59

Shortlisting Date: 18th September 2026

Interview Date: 22nd and 29th September 2026