Job Introduction
What you’ll do
Notting Hill Genesis, one of London’s largest housing associations, is seeking a Contact Centre Trainer to support our growing team. As a CSC Trainer, you’ll design and deliver high-quality, inclusive training and resources for our contact centre colleagues, ensuring they have the knowledge, skills, and confidence to provide excellent service to our residents. From induction and systems training to urgent policy updates and in-the-moment coaching, you’ll make learning engaging, accessible, and relevant to live operational needs. Your work will help create a culture of inclusivity and continuous improvement across the organisation.
Please note that this role will be split between our office in Kings Cross, London and Chelmsford, Essex.
How you’ll do it
- Design and deliver induction programmes, technical systems training, and customer experience skills sessions.
- Provide in-the-moment coaching through floor-walking, call listening, and targeted feedback.
- Prepare quick guides, job aids, and micro-learning for seasonal campaigns and urgent updates.
- Manage training administration, including bookings, attendance, and learning records.
- Gather feedback and track outcomes to improve training content and effectiveness.
- Collaborate with the Learning team and contact centre management to identify needs and implement strategies that support business priorities.
- Embed NHG values and ensure all learning initiatives promote inclusivity and resident impact.
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 delivering training in a contact centre environment.
- Excellent communication, facilitation, and coaching skills.
- Comfortable using learning management systems and MS365 tools.
- Familiarity with contact centre systems such as telephony and CRM
- A willingness to travel between our offices in London and Chelmsford
Desirable:
- Experience designing micro-learning, eLearning, or facilitator guides.
- CIPD Level 5 or a coaching qualification.
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 65,000 existing homes and 10,000 more in our pipeline and we employ around 1,800 employees.
For more information on what we do and what makes us different please visit: https://group.nhg.org.uk/careers/
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.
To find out more about our approach to equality, diversity and inclusion please visit: https://group.nhg.org.uk/careers/diversity-is-our-strength/
Selection Process
Step 1: If you are interested, please send your application now!
Step 2: Successful candidates will be invited to interview and assessment
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 jobs@nhg.org.uk.
Should a redeployee apply for this role, their application will be considered before any others.
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.
