At a Glance
- Tasks: Enhance customer service quality through coaching and structured assessments.
- Company: Join a forward-thinking organisation dedicated to exceptional customer outcomes.
- Benefits: Inclusive workplace with opportunities for personal and professional growth.
- Other info: Guaranteed interview for applicants with disabilities meeting criteria.
- Why this job: Be a key player in shaping a culture of excellence and support.
- Qualifications: Experience in coaching, quality assurance, and strong communication skills.
The predicted salary is between 29700 - 36300 £ per year.
The Quality Coach plays a vital role in raising the standard of CCW’s complaints-handling service and reducing customer effort. Working across the Operational team, the postholder will complete structured assessments of advice provision, casework, communication and administrative accuracy to ensure a fair, consistent and high-quality service. They will deliver constructive coaching, develop targeted improvement plans, support complex case handling, and maintain operational guidance to strengthen team capability. This role is central to CCW’s ambition to build a centre-of-excellence culture, where Advisors feel confident, supported and equipped to deliver exceptional customer outcomes. The postholder will work closely with Customer Service Managers, contribute insight to operational improvements, and help shape best practice across the wider team. They will also lead on onboarding new starters, delivering accreditation and supporting their development into capable, confident Advisors who embody CCW’s values.
Key responsibilities
- Conduct structured QA assessments across casework, calls, and written responses, ensuring all interactions reflect CCW’s standards and customer-first principles.
- Provide evidence-based coaching, feedback and development support to Advisors and Managers.
- Lead onboarding and accreditation for new starters, offering shadowing, guided case reviews and structured learning to support a smooth transition into BAU.
- Maintain and update operational guidance, templates and knowledge resources, ensuring colleagues have access to clear, accurate and up-to-date information.
- Analyse QA outcomes, identify trends and contribute to continuous improvement initiatives.
The candidate
- Ability to assess customer interactions against defined quality standards.
- Strong coaching and feedback skills with experience supporting performance improvement.
- Excellent analytical skills with high attention to detail and accuracy.
- Strong written and verbal communication skills.
- Ability to organise workload independently and manage structured QA cycles.
- Awareness of QA frameworks, scoring methodologies and calibration processes.
- Understanding of customer effort and continuous improvement approaches.
- Relevant qualifications in customer service, coaching, QA or training.
- Experience supporting organisational improvement or centre-of-excellence initiatives.
Disability Confident Scheme
We guarantee an interview to anyone with a disability whose application meets the minimum criteria for the post. To be eligible for the guaranteed interview scheme you must have a disability or long-term health condition. The disability could be physical, sensory or mental and must be expected to last for at least 12 months. You do not have to be registered as a disabled person to apply under the scheme.
If you would like to apply through this scheme, please complete the Disability Scheme form available to download from our CCW Vacancies page and include this with your application to Gi Group.
We want everyone to have a fair chance, no matter their age, disability, gender identity, marital status, family status, race, religion/belief, sex or sexual orientation. All applications are considered fairly based on merit. To enable us to monitor this, candidates are asked to complete the voluntary Equal Opportunity Monitoring form. The information provided will be kept confidential and will be used for monitoring purposes only.
If you are interested in this opportunity, please submit your application via Gi Group by midday Friday 7 August 2026.
Quality Coach in Birmingham employer: CCW
CCW in Birmingham is an exceptional employer that prioritises the growth and wellbeing of its employees. With a strong focus on Learning & Development, Employee Engagement, and Equality, Diversity & Inclusion, the organisation fosters a supportive and inclusive work culture where every team member can thrive. The part-time nature of this role allows for a balanced work-life dynamic while contributing to meaningful initiatives that enhance colleague experience and organisational capability.
StudySmarter Expert Advice🤫
We think this is how you could land Quality Coach in Birmingham
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at CCW. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like CCW before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Quality Coach in Birmingham
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to CCW:Your cover letter is your chance to shine! Tell us why you want to work at CCW specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at CCW!
How to prepare for a job interview at CCW
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
