Find a job 
Featured Companies 
Featured Universities 
For Companies At a Glance
- 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: Inclusive workplace with a focus on equality and diversity.
- 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 employer: Citizens Advice
Contact Detail:
Citizens Advice Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Quality Coach
✨Tip Number 1
Network like a pro! Reach out to your connections in the advice services sector. 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 using the STAR method (Situation, Task, Action, Result) to structure your answers. This will help you showcase your experience and how you can contribute to maintaining high standards.
✨Tip Number 3
Showcase your passion for quality advice services during interviews. Share specific examples of how you've supported colleagues in their development or improved service delivery. This will demonstrate your commitment to continuous improvement and client outcomes.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are proactive about their job search and genuinely interested in joining our team.
We think you need these skills to ace Quality Coach
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 supporting others, share specific examples of how you've coached or developed colleagues in the past. We love seeing real-life stories that demonstrate your impact!
Be Detail-Oriented: Attention to detail is key in this role. When you’re filling out your application, double-check for any typos or errors. A polished application shows us you care about quality, just like we do!
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
Familiarise yourself with the specific quality standards and compliance requirements relevant to the role of a Quality Coach. Be ready to discuss how you’ve applied these standards in previous roles, as this will show your understanding and commitment to maintaining high-quality advice services.
✨Prepare for Scenario Questions
Expect scenario-based questions that assess your ability to provide constructive feedback and support staff development. Think of examples from your past experiences where you successfully coached someone or improved a process, and be prepared to share these stories during the interview.
✨Showcase Your Communication Skills
As a Quality Coach, strong communication is key. Practice articulating your thoughts clearly and confidently. You might want to prepare a brief overview of how you would approach a coaching session or a training workshop, highlighting your methods for fostering a positive and inclusive environment.
✨Demonstrate Your Passion for Improvement
Express your enthusiasm for continuous improvement and how it aligns with the organisation's goals. Share specific examples of how you've driven improvements in previous roles, whether through mentoring, implementing new processes, or enhancing team performance.