Quality Coach

Details

Reference number

473096

Salary

£35,017

A Civil Service Pension with an employer contribution of 28.97%

GBP

Job grade

Higher Executive Officer

Contract type

Permanent

Business area

CCFW - Operational Delivery

Type of role

Operational Delivery

Working pattern

Full-time

Number of jobs available

2

Contents

Location

About the job

Benefits

Things you need to know

Apply and further information

Location

Birmingham, West Midlands (England), B2 4BH

About the job

Job summary

The Quality Coach plays a vital role in raising the standard of CCW's complaints-handling service and reducing customer effort. Working across the Operational team, the postholder will complete structured assessments of advice provision, casework, communication and administrative accuracy to ensure a fair, consistent and high‑quality service. They will deliver constructive coaching, develop targeted improvement plans, support complex case handling, and maintain operational guidance to strengthen team capability.

Job description

This role is central to CCW's ambition to build a centre‑of‑excellence culture, where Advisors feel confident, supported and equipped to deliver exceptional customer outcomes. The postholder will work closely with Customer Service Managers, contribute insight to operational improvements, and help shape best practice across the wider team. They will also lead on onboarding new starters, delivering accreditation and supporting their development into capable, confident Advisors who embody CCW's values.

Key responsibilities:

Conduct structured QA assessments across casework, calls, and written responses, ensuring all interactions reflect CCW's standards and customer‑first principles

Provide evidence‑based coaching, feedback and development support to Advisors and Managers

Lead onboarding and accreditation for new starters, offering shadowing, guided case reviews and structured learning to support a smooth transition into BAU

Maintain and update operational guidance, templates and knowledge resources, ensuring colleagues have access to clear, accurate and up‑to‑date information

Analyse QA outcomes, identify trends and contribute to continuous improvement initiatives

Person specification

Essential Skills & Experience:

Ability to assess customer interactions against defined quality standards

Strong coaching and feedback skills with experience supporting performance improvement

Excellent analytical skills with high attention to detail and accuracy

Strong written and verbal communication skills

Ability to organise workload independently and manage structured QA cycles

Desirable:

Awareness of QA frameworks, scoring methodologies and calibration processes

Understanding of customer effort and continuous improvement approaches

Relevant qualifications in customer service, coaching, QA or training

Experience supporting organisational improvement or centre‑of‑excellence initiatives

Benefits

Alongside your salary of £35,017, Consumer Council for Water contributes £10,144 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides .

Hybrid Working: 8 office days per month (non-contractual)

25 days' annual leave plus 10.5 public/privilege days

Flexi-time with the ability to accrue and take time off in lieu (TOIL)

Civil Service Pension

Health & Fitness allowance

Paid volunteering leave

Monthly Wellbeing Hour

On-site coffee shop

Free eye test (2-yearly) and annual flu jab

Things you need to know

Artificial intelligence

Artificial intelligence can be a useful tool to support your application, however, all examples and statements provided must be truthful, factually accurate and taken directly from your own experience. Where plagiarism has been identified (presenting the ideas and experiences of others, or generated by artificial intelligence, as your own) applications may be withdrawn and internal candidates may be subject to disciplinary action. Please see our candidate guidance for more information on appropriate and inappropriate use.

Selection process details

To be considered for this role, please click on the link provided.

Feedback will only be provided if you attend an interview or assessment.

Security

Successful candidates must undergo a criminal record check.

People working with government assets must complete baseline personnel security standard (opens in new window) checks.

Nationality requirements

This job is broadly open to the following groups:

UK nationals

nationals of the Republic of Ireland

nationals of Commonwealth countries who have the right to work in the UK

nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities with settled or pre-settled status under the European Union Settlement Scheme (EUSS)

nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities who have made a valid application for settled or pre-settled status under the European Union Settlement Scheme (EUSS)

individuals with limited leave to remain or indefinite leave to remain who were eligible to apply for EUSS on or before 31 December 2020

Turkish nationals, and certain family members of Turkish nationals, who have accrued the right to work in the Civil Service

Further information on nationality requirements

Working for the Civil Service

Please note this Post is NOT regulated by the Civil Service Commission.

The Civil Service embraces diversity and promotes equal opportunities. As such, we run a Disability Confident Scheme (DCS) for candidates with disabilities who meet the minimum selection criteria.

Diversity and Inclusion

The Civil Service is committed to attract, retain and invest in talent wherever it is found. To learn more please see the Civil Service People Plan and the Civil Service Diversity and Inclusion Strategy .

Apply and further information

The Civil Service welcomes applications from people who have recently left prison or have an unspent conviction. about prison leaver recruitment (opens in new window).

Once this job has closed, the job advert will no longer be available. You may want to save a copy for your records.

Contact point for applicants

Job contact :

Name : Gi Group

Email : CCW.UK@gigroup.com

Recruitment team

Email : CCW.UK@gigroup.com