Home Based with travel to our localities

Salary up to £45,000 per annum, plus Car Allowance

Fixed Term Contract until December 2026

Shape the way people learn. Transform how we serve.

We’re looking for a passionate and experienced Learning Solutions Lead – Soft Skills to join our Learning & Development team. This is a fantastic opportunity to play a key role in building a high-performing, customer-focused culture across our organisation.

If you’re driven by creating meaningful learning experiences, influencing behaviour change, and helping people thrive in their roles, we’d love to hear from you.

About the Role

As our Learning Solutions Lead, you’ll take ownership of designing and delivering impactful soft skills programmes that make a real difference. From communication and resilience to customer conversations and accountability, your work will help shape how our colleagues engage with customers and each other.

You’ll be a visible, trusted partner across the business—working closely with teams on the ground, coaching in real-time, and continuously evolving solutions to meet organisational needs.

What You’ll Be Doing

• Lead the design, delivery and embedding of engaging soft skills and customer service learning programmes

• Deliver high-quality, practical training sessions (both face-to-face and virtual)

• Act as a hands-on learning partner—coaching colleagues in the flow of work and building capability in real time

• Tailor learning solutions for different roles, services, and customer needs to maximise impact

• Embed consistent, customer-focused behaviours and service standards across the organisation

• Support onboarding by setting clear expectations around behaviours and accountability from day one

• Partner with managers to strengthen application of learning through coaching and reflection

• Evaluate learning effectiveness using feedback, observation and customer outcomes—continually improving your approach

• Provide insight and recommendations to influence future learning strategy and investment

What We’re Looking For

• Proven experience designing and delivering impactful soft skills or customer service training

• Strong ability to influence stakeholders at all levels and drive behavioural change

• Confident facilitator with excellent communication and coaching skills

• Experience working with external learning providers or professional bodies

• Highly organised with the ability to work autonomously and across multiple projects

• Passion for innovation, inclusion and delivering exceptional customer experiences

• Knowledge of housing, customer service or regulated environments (desirable)

• Accreditation in customer service training (e.g. Mary Gober) or personality profiling tools such as Insights (desirable)

Whilst this role is home based, candidates must be willing to travel and be visible across localities.

Job Description - Learning Solutions Lead

Why Join Us?

You’ll be part of a People Team with a clear ambition: to be recognised as one of the best companies to work for in the UK. This role offers the chance to shape learning at scale—impacting over 1,000 colleagues—and to embed a culture where people feel confident, capable and empowered to deliver outstanding service.

Appointment to this role will be subject to satisfactory references and proof of Right to Work in the UK.

Discover Stonewater

Stonewater is a leading housing provider. We manage around 40,000 homes, serving 93,000 customers across our portfolio of affordable properties for general rent, shared ownership and sale, alongside specialist accommodation, with an ambitious house-building programme.

Our mission is to provide quality homes and services for people whose needs are not met by the open market.

We’re looking for like-minded people to join our team of over 900 talented colleagues who embody our values of being ethical, ambitious, passionate, agile and commercial, as well as people who want to make a difference and transform people’s lives.

We are a Disability Confident Employer and working towards accreditation for becoming a Disability Confident Leader, which allows us to record and report on disability, mental health and wellbeing in the workplace to better support our colleagues. We have also achieved accreditation for being an Advanced Employer for Investing in Ethnicity Maturity Matrix. We are committed to being a Menopause Friendly employer and working towards accreditation our Menopause Friendly accreditation.

Are you ready to #DiscoverStonewater?

Stonewater reserve the right to bring the closing date forward should enough quality applications be received prior to the current closing date.