Performance Optimisation Coach

Southern Housing; Greater London; On-site; GBP 32,000 - 45,000; Full time

Job summary

Southern Housing seeks a Performance Optimisation Coach for our Customer Access & Transactions directorate in London. This role focuses on designing, developing and delivering a learning framework to improve customer interactions and provide a consistent induction program for new starters.

You will train both face-to-face and virtual sessions, coach colleagues on soft skills and values, and collaborate with departments across the directorate to meet service goals in a fast-paced environment.

Qualifications

• Strong customer-centred approach with a commitment to supporting contact centres.
• Excellent written and verbal communication skills.
• Excellent coaching and facilitation skills to deliver learning face-to-face and virtually.
• Experience of facilitating and delivering training.
• Understanding of learning styles and how to apply them effectively.
• Ability to prioritise workloads with high attention to detail.

Responsibilities

• Deliver inductions to new starters and other learning interventions.
• Deliver soft skills, values and behaviours training.
• Collaborate with all departments across the Customer Access & Transactions directorate.
• Design, develop and deliver a learning framework for the directorate.
• Operate in a fast-paced, solution-focused environment.

Skills

Customer-centred approach

Verbal communication

Coaching & facilitation

Training delivery

Learning styles knowledge

Prioritising workloads

Attention to detail

Tools

Microsoft Office

Job description

About The Role

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 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: 6th September 2026 at 23:59

Shortlisting Date: W/C 7th September 2026

Interview Date: W/C 21st September 2026

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 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.