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- Tasks: Lead quality assurance and support staff in delivering top-notch advice services.
- Company: Join a dedicated team focused on high-quality client outcomes.
- Benefits: Competitive salary, professional development, and a positive work environment.
- Other info: Dynamic role with opportunities for personal and professional growth.
- Why this job: Make a real difference by ensuring quality and compliance in advice services.
- Qualifications: Experience in advice services and strong coaching skills required.
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 London employer: Citizens Advice
Contact Detail:
Citizens Advice Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Quality Coach in London
✨Tip Number 1
Network like a pro! Reach out to your connections in the advice services sector. You never know who might have a lead on a Quality Coach position or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by brushing up on quality standards and compliance requirements. Be ready to discuss how you've supported others in their professional development – it’s all about showcasing your coaching skills!
✨Tip Number 3
Don’t just apply anywhere; focus on organisations that align with your values. When you find a role that excites you, apply through our website to ensure your application gets the attention it deserves.
✨Tip Number 4
Follow up after interviews! A quick thank-you email can go a long way in showing your enthusiasm for the role and keeping you top of mind for the hiring team.
We think you need these skills to ace Quality Coach in London
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Quality Coach role. Highlight your experience in advice services and any relevant quality assurance work. We want to see how your skills align with our mission!
Showcase Your Coaching Skills: Since this role involves mentoring and developing others, share specific examples of how you've successfully coached or supported colleagues in the past. We love to see real-life stories that demonstrate your impact!
Be Detail-Oriented: Attention to detail is key in this role, so make sure your application is free from typos and errors. We appreciate a polished application that reflects your commitment to high-quality standards.
Apply Through Our Website: We encourage you 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 role. Plus, it’s super easy!
How to prepare for a job interview at Citizens Advice
✨Know Your Quality Standards
Before the interview, make sure you’re familiar with the specific quality standards and compliance requirements mentioned in the job description. This will not only show your understanding of the role but also demonstrate your commitment to maintaining high-quality advice services.
✨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 how your feedback led to improvements and positive outcomes. This will showcase your ability to develop staff and volunteers effectively.
✨Showcase Your Attention to Detail
As a Quality Coach, attention to detail is crucial. Prepare to discuss how you monitor and review case records and calls. Bring up any tools or methods you use to ensure compliance with service level agreements, as this will illustrate your thoroughness and organisational skills.
✨Emphasise Your Collaborative Approach
The role requires working closely with management and other team members. Be prepared to talk about how you foster a positive, inclusive working environment. Share examples of how you’ve collaborated with others to achieve common goals, which will highlight your commitment to teamwork and client outcomes.