Quality Coach
Citizens Advice
England, United Kingdom
Manufacturing / Production, Business Management / Project / Planning
How we use cookies to help you
It looks like you have JavaScript turned off. You need it to accept or reject cookies on our site.
As it’s turned off, we’ll only use the essential cookies our website needs to work. This means some things, like videos, might not work for you.
You can find out more about the cookies we use.
How we use cookies to help you
We use essential cookies to make our site work.
We'd Also Like To Use Some Additional Cookies To
Choose cookies
You’ve accepted additional cookies. You can change your cookie settings at any time
You’ve rejected additional cookies. You can change your cookie settings at any time
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
It looks like you have JavaScript turned off. You need it to accept or reject cookies on our site.
As it’s turned off, we’ll only use the essential cookies our website needs to work. This means some things, like videos, might not work for you.
You can find out more about the cookies we use.
How we use cookies to help you
We use essential cookies to make our site work.
We'd Also Like To Use Some Additional Cookies To
- see what help people need most, so we can make our site better
- help us campaign for changes that make things fairer for everyone
- let you watch videos on the site
Choose cookies
You’ve accepted additional cookies. You can change your cookie settings at any time
You’ve rejected additional cookies. You can change your cookie settings at any time
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
About the company
Company website•Non-profit Organizations
We are the people’s champion - a charity working for the whole of society whoever you are, whatever your problem.