Quality Coach

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, service level agreements and funder requirements across multiple funding streams.
• Ensure compliance with the Quality of Advice Standard, organisational policies, procedures and relevant legislation.
• Support managers in delivering and monitoring QAA requirements and participate fully in QAA workshops, meetings and organisational quality processes.
• Lead on promoting high-quality advice by supporting and mentoring staff and volunteers to meet required standards.
• Identify quality, compliance and developmental issues, escalating concerns where necessary to prevent client detriment.
• Develop and implement quality improvement plans for individuals, teams and specific funding streams where required.
• Ensure case management systems are used effectively and maintained for case recording, statistics, follow-up work and quality monitoring.
• Maintain up-to-date technical knowledge and promote best practice across advice services.

Coaching, Learning & Development

• Provide timely coaching, mentoring and constructive feedback to staff and volunteers to improve technical knowledge, skills and confidence.
• Observe advisers and trainees in practice, providing objective developmental feedback.
• Identify individual and team learning and development needs.
• Contribute to the organisation’s learning and development plan by delivering or coordinating one-to-one coaching sessions, workshops and training opportunities.
• Design, develop and deliver Quality of Advice (QAA) and other technical training as required.
• Foster a positive learning culture that supports continuous improvement and high-quality service delivery.

Performance, Reporting & Administration

• Compile and submit monthly quality monitoring information to support organisational reporting.
• Maintain accurate records and ensure all work complies with organisational systems and procedures.
• Produce reports and analyse quality data to identify trends and areas for improvement.
• Promote effective internal and external referral processes.
• Attend relevant internal and external meetings as agreed with the line manager.

Research & Campaigns

• Contribute to the organisation’s Research and Campaigns work by identifying trends and emerging issues through quality assurance activities.
• Share information and evidence to support research and campaigns initiatives that influence service improvement and wider policy.

Equality, Collaboration & Professional Standards

• Promote equality, diversity, inclusion and dignity at work in all aspects of the role.
• Build positive working relationships with colleagues, volunteers and stakeholders to support effective service delivery.
• Complete mandatory training and maintain knowledge of relevant legislation, policies and procedures.
• Undertake any other duties within the scope of the role that support the effective delivery and continuous development of the service.

Learning, Development and Training 

• Keep up to date with legislation, case law, policies and procedures relating to the role and service needs
• To keep up to date with the company’s mandatory training requirements keeping own CPD up to date as required
• Read relevant publications.
• Attend relevant internal and external meetings as agreed with the line manager.
• Prepare for and attend supervision sessions/team meetings and forums as appropriate.
• Assist with Service initiatives for the improvement of services.

Other duties and responsibilities

• Carry out tasks that may be asked of you by your line manager to ensure the effective delivery and development of the service needs.
• Abide by health and safety guidelines and share responsibility for own safety and that of colleagues
• Understanding of and commitment to the aims and principles of the CAS&W service including our Roots values as well as our equality and diversity policies

Other such duties may be required from time to time due to business needs, which are consistent with the Job Purpose.

Person specification

Experience

• Experience working in an advice-giving environment, holding the Adviser Learning Programme (ALP) or equivalent.
• Experience of monitoring, reviewing and evaluating casework quality across multiple funding streams in line with QAA standards.
• Experience of supporting, supervising, coaching and motivating staff and volunteers.
• Experience of identifying learning and development needs and delivering training, facilitation or coaching.
• Experience of leading team meetings and providing objective, constructive feedback.
• Experience of delivering advice through a range of channels, including telephone and webchat.

Knowledge

• Knowledge of the Citizens Advice Quality Assurance (QAA) framework and advice standards.
• Knowledge of advice-giving principles, procedures and best practice.
• Knowledge of confidentiality, data protection and information governance requirements.
• Knowledge of equality, diversity and inclusion principles and their application in service delivery.
• Knowledge of organisational policies, procedures and the aims and principles of the Citizens Advice service.
• Knowledge of case management systems, performance monitoring and reporting.

Skills

• Excellent verbal and written communication skills, with the ability to explain complex information clearly.
• Strong listening and questioning skills, particularly when supporting vulnerable clients.
• Ability to provide constructive feedback and coach others to improve performance.
• Strong organisational skills with the ability to prioritise workloads and meet deadlines.
• Competent IT skills, including the use of case management systems and digital platforms.
• Ability to analyse statistics and performance data and produce clear written and verbal reports.
• Ability to challenge poor practice professionally and support continuous service improvement.

Qualities

• A commitment to delivering high-quality advice and excellent client service.
• Empathetic, supportive and client-focused approach, particularly when working with vulnerable people.
• Positive, collaborative and empowering approach to supporting colleagues and volunteers.
• Commitment to equality, diversity and inclusive practice.
• Professional, trustworthy and able to maintain confidentiality.
• Flexible and adaptable, with a willingness to embrace change and new ways of working.

Learning

• Commitment to continuous professional development and maintaining technical knowledge.
• Willingness to attend training, meetings and development activities.
• Openness to learning new systems, processes and ways of working.
• Commitment to sharing knowledge and supporting the development of others.

What We Offer Our Colleagues

At Citizens Advice Sandwell & Walsall, we know that our colleagues are at the heart of everything we do. That’s why we’re committed to creating a supportive, inclusive workplace where you can thrive, grow and make a meaningful difference every day.

As The People’s Champions, we believe in recognising and rewarding the dedication of our colleagues. From generous annual leave and flexible working to wellbeing support and professional development, we offer a range of benefits designed to support you both in and outside of work.

Our Benefits

• Generous Annual Leave – Enjoy 26 days’ annual leave plus bank holidays. Your entitlement increases to 31 days after five years’ service and 33 days after ten years’ service.
• Flexible Working – We recognise the importance of work-life balance and offer flexible working arrangements where business needs allow.
• Competitive Pension Scheme – Helping you build a secure future.
• Paid Volunteering Day – One fully paid day each year to volunteer for a cause that matters to you.
• Blue Light Card – All paid colleagues are eligible to apply for a Blue Light Card, giving access to discounts on shopping, dining, travel, entertainment and much more.
• Annual Pay Review – We review pay annually to help ensure it remains fair and competitive.
• Health & Wellbeing Support – Access to our Employee Assistance Programme (EAP), providing free and confidential advice and support.
• Learning & Development – We invest in your future through training opportunities, professional qualifications and ongoing personal development.

Supporting Every Colleague

We’re committed to creating a workplace where everyone feels respected, valued and supported. Our inclusive policies help colleagues through different stages of life and reflect our commitment to equality, diversity and inclusion.

• Carers’ Policy – Up to three days’ paid carers’ leave and five days’ unpaid carers’ leave within a 12-month period.
• Menopause Policy – Providing guidance, understanding and practical support for colleagues experiencing menopause.
• Trans Inclusion Policy – Creating an inclusive workplace where colleagues of all gender identities feel safe, respected and empowered to be themselves.

How to apply?

If you are interested in this opportunity, please submit:

• An up-to-date CV and
• A covering letter (maximum two A4 pages) explaining how your skills, knowledge and experience meet the requirements of the Person Specification and why you are suitable for the role.

Please ensure your covering letter provides clear examples of how you meet the essential criteria outlined in the Person Specification. Shortlisting will be based on the information provided in your CV and covering letter.

Applicants must have the legal right to work in the UK. As part of our recruitment process, you will be required to provide evidence of your right to work before employment can commence. Please note that proof of eligibility will be requested at the interview stage.

Wishing you all the best with your application!