At a Glance
- Tasks: Ensure high-quality advice services and support team development through coaching and feedback.
- Company: Join a dedicated organisation focused on making a positive impact in the community.
- Benefits: Competitive salary, permanent contract, and opportunities for professional growth.
- Other info: Work in a supportive environment with a focus on learning and development.
- Why this job: Be a key player in delivering excellent services and fostering a culture of continuous improvement.
- Qualifications: Experience in quality assurance and a passion for helping others succeed.
The predicted salary is between 29950 - 29950 £ per year.
Hours: 37 hours
Salary: £29,950 per year
Contract: Permanent
Location: Sandwell and Walsall
Closing Date: 23rd August 2026 at 11:59pm
Interview Date: 8th September 2026
Job Purpose
The Quality Coach plays a key role in ensuring the organisation delivers high-quality, consistent and compliant advice services that achieve positive outcomes for clients. Working closely with managers, advisers and volunteers, the postholder will lead on quality assurance activities, monitor the standard of advice provided and support the continuous development of individuals and teams to maintain excellent service delivery. The role is responsible for promoting a culture of learning and continuous improvement, ensuring services meet the Citizens Advice Quality of Advice standards, organisational policies and funder requirements. Through coaching, feedback, training and quality monitoring, the Quality Coach will help embed best practice, strengthen performance and support the effective operational delivery of advice services across the organisation.
Key Responsibilities
- Quality Assurance Compliance
- Monitor and review case records, advice and calls of designated staff and volunteers to ensure they meet Quality of Advice (QAA) standards.
Quality Coach employer: Citizens Advice Sandwell & Walsall
As a dedicated employer in the community engagement sector, we prioritise the well-being of our employees by offering flexible working hours and a supportive work culture that values lived experience. Our commitment to employee growth is evident through ongoing training opportunities and the potential for project sustainability beyond the initial contract, making this an ideal role for those passionate about making a meaningful impact in Sandwell and Walsall.
Contact Details:
Citizens Advice Sandwell & Walsall Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Quality Coach
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Citizens Advice Sandwell & Walsall. 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 Citizens Advice Sandwell & Walsall 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
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 Citizens Advice Sandwell & Walsall:Your cover letter is your chance to shine! Tell us why you want to work at Citizens Advice Sandwell & Walsall 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 Citizens Advice Sandwell & Walsall!
How to prepare for a job interview at Citizens Advice Sandwell & Walsall
✨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.
