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- Tasks: Design and deliver engaging training for new starters in our contact centres.
- Company: Join Southern Housing, a leading housing provider dedicated to making a difference.
- Benefits: Enjoy flexible working, career development, and a range of employee perks.
- Why this job: Make a real impact by coaching others and shaping their careers.
- Qualifications: Experience in coaching and training, with strong communication skills.
- Other info: Dynamic role with opportunities for growth and a commitment to diversity.
The predicted salary is between 30000 - 42000 £ per year.
Job Description
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 a part of a team to design, develop and deliver a learning framework for the Customer Access & Transactions directorate. Our ideal candidate is, who has worked in a contact centre environment and experience in designing and delivering training programmes, Inductions. Being able to use their skills to facilitate engaging presentations.
As a contact centre coach, you will be delivering an induction process which will be used for all new starters in the directorate, taking into consideration that this will be a design for an environment with above average staff turnover.
You will deliver training/coaching and other learning activities, including systems training (8×8, 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,work collaboratively with Team Managers and key stakeholders on the design of learning solutions that deliver a blended approach, that embeds our culture.
This position is based in Croydon and will also involve travel to our 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 in 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 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. Deliver a 10min presentation covering who Southern Housing are, and what you feel your role will look like. Share PP & session plan via email on 13th Oct, before interview date.
Closing Date: 8th October 2025.
Interview Dates: 14th October2025.
Applying for roles with us
About us
At Southern Housing, our residents are at theheartof 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 peoples 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
- Retailersdiscounts
- Cycle to work
- Buy & sell annual leave
- Season ticket loan
- In-house academy & career development
- Flexible working
Inclusion and 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, its about celebrating differences of thought, opinion, experienceand perspective of each individual. Were all different in our own way and we want our colleagues to feel comfortable, that they belong, and are safe to be themselves at work, without fear of being judged or excluded, but valued for their contribution to our One Team approach.
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Contact Centre Coach employer: Southern Housing
Contact Detail:
Southern Housing Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Contact Centre Coach
✨Tip Number 1
Get to know the company! Before your interview, do a bit of research on Southern Housing. Understand their values, mission, and what they stand for. This will help you tailor your responses and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice your presentation skills! Since you'll need to deliver a 10-minute presentation, rehearse it a few times. Make sure you can confidently explain who Southern Housing is and how you envision your role. Use engaging visuals and keep it interactive if possible!
✨Tip Number 3
Show off your coaching experience! Be ready to share specific examples of how you've successfully trained or coached others in the past. Highlight your understanding of different learning styles and how you've adapted your approach to meet diverse needs.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows that you’re proactive and serious about joining the Southern Housing team. Good luck!
We think you need these skills to ace Contact Centre Coach
Some tips for your application 🫡
Show Off Your Experience: When you're writing your application, make sure to highlight your training or coaching experience. Use specific examples from your past roles that demonstrate how you've successfully designed and delivered training programmes, especially in a contact centre environment.
Tailor Your Supporting Statement: Your supporting statement is your chance to shine! Address each of the criteria mentioned in the job description with real-life examples. This shows us that you understand what we're looking for and that you can bring those skills to the table.
Keep It Engaging: Remember, we want to see your personality! Use a friendly tone and keep your application engaging. This is especially important since you'll be delivering presentations and training – let us see your communication style right from the start!
Apply Through Our Website: Don't forget to apply through our website! It's the best way for us to receive your application and ensures you’re considered for the role. Plus, it makes it easier for you to keep track of your application status.
How to prepare for a job interview at Southern Housing
✨Know Your Audience
Before the interview, take some time to research Southern Housing and their values. Understand their commitment to equality, diversity, and inclusion. This will help you tailor your responses and show that you're genuinely interested in being part of their team.
✨Prepare Your Presentation
Since you'll need to deliver a 10-minute presentation, make sure it's engaging and informative. Outline who Southern Housing are and what your role as a Contact Centre Coach will look like. Practise your delivery to ensure you’re confident and clear, and don’t forget to share your session plan and PowerPoint ahead of time!
✨Showcase Your Coaching Skills
Be ready to discuss your coaching and training experience in detail. Prepare specific examples of how you've designed and delivered training programmes in the past. Highlight your understanding of different learning styles and how you adapt your approach to meet the needs of diverse learners.
✨Ask Thoughtful Questions
At the end of the interview, have a few questions prepared to ask the interviewers. This shows your interest in the role and the company. You might ask about the current challenges in the contact centre or how they measure the success of their training programmes. It’s a great way to demonstrate your enthusiasm for the position!
