Performance Optimization Coach — Learning & Facilitation

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

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.