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- Tasks: Ensure high-quality advice services and support staff development.
- Company: Join a dedicated team focused on delivering impactful advice.
- Benefits: Competitive salary, professional growth, and a supportive work environment.
- Other info: Embrace a positive, inclusive culture with excellent career advancement opportunities.
- Why this job: Make a real difference by promoting quality and continuous improvement.
- Qualifications: Experience in advice services and strong coaching skills.
The predicted salary is between 30000 - 40000 £ per year.
We are seeking a dedicated and experienced professional to join our team as a Quality Coach, playing a vital role in ensuring the delivery of high‑quality, consistent, and compliant advice services. In this role, you will lead on quality assurance across the organisation, supporting and developing staff and volunteers while promoting continuous improvement and positive outcomes for clients. You will ensure services meet the highest standards, including compliance with Quality of Advice requirements, organisational policies, and funder expectations.
About The Role
You will be responsible for monitoring the quality of advice provided across multiple service areas, offering constructive feedback, and supporting colleagues to develop their skills and knowledge. Working closely with management, you will help embed quality standards across the organisation and contribute to effective operational delivery.
Key Responsibilities
- Monitor and review case records and calls to ensure compliance with required standards and service level agreements
- Lead on adherence to the Quality of Advice Standard and relevant regulations
- Support the delivery and monitoring of quality assurance requirements across services
- Provide coaching, mentoring, and constructive feedback to staff and volunteers
- Identify development needs and implement improvement plans for individuals and teams
- Observe advisers and trainees, supporting their ongoing professional development
- Contribute to and deliver training sessions, including quality assurance workshops
- Ensure accurate use of systems for case recording, reporting, and quality control
- Promote best practice and maintain up‑to‑date technical knowledge
- Foster a positive, inclusive working environment where equality, diversity, and dignity are upheld
About You
You will be passionate about delivering high‑quality advice services and supporting others to achieve their best. With strong attention to detail and excellent communication skills, you’ll be confident in assessing performance, providing feedback, and driving continuous improvement.
You’ll Also Bring
- Experience in advice services or a similar environment
- Strong understanding of quality standards and compliance requirements
- The ability to coach, mentor, and develop others
- Excellent organisational and analytical skills
- A collaborative approach and commitment to positive client outcomes
Quality Coach in England employer: Citizens Advice
Contact Detail:
Citizens Advice Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Quality Coach in England
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry and let them know you're on the lookout for a Quality Coach role. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by practising common questions related to quality assurance and coaching. We recommend doing mock interviews with friends or using online resources to get comfortable discussing your experience and how it aligns with the role.
✨Tip Number 3
Showcase your passion for quality advice services during interviews. Share specific examples of how you've supported others in their professional development and how you’ve driven continuous improvement in previous roles.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, we love seeing candidates who are proactive about their job search!
We think you need these skills to ace Quality Coach in England
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter to highlight your experience in quality assurance and coaching. We want to see how your skills align with our mission of delivering high-quality advice services.
Showcase Your Passion: Let your enthusiasm for supporting others shine through! Share examples of how you've helped colleagues improve their skills or how you've contributed to a positive working environment in your previous roles.
Be Specific About Your Experience: When detailing your past roles, focus on specific achievements related to quality standards and compliance. We love numbers and results, so if you’ve improved service delivery or client outcomes, shout about it!
Apply Through Our Website: Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the Quality Coach role. We can’t wait to hear from you!
How to prepare for a job interview at Citizens Advice
✨Know Your Quality Standards
Familiarise yourself with the specific quality standards and compliance requirements relevant to the role of a Quality Coach. This will not only show your commitment but also allow you to discuss how you can uphold these standards in your work.
✨Prepare Examples of Coaching Success
Think of specific instances where you've successfully coached or mentored others. Be ready to share these examples during the interview, highlighting the positive outcomes and improvements that resulted from your guidance.
✨Demonstrate Your Attention to Detail
Since this role requires strong attention to detail, prepare to discuss how you ensure accuracy in your work. You might want to mention any systems or processes you use to maintain high-quality advice services.
✨Show Your Passion for Continuous Improvement
Express your enthusiasm for promoting continuous improvement within the organisation. Share ideas on how you would implement feedback mechanisms and training sessions to enhance the skills of staff and volunteers.