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Location
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About the job
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Benefits
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Things you need to know
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Apply and further information
Birmingham, West Midlands (England), B2 4BH
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.
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:
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Conduct structured QA assessments across casework, calls, and written responses, ensuring all interactions reflect CCW's standards and customer‑first principles
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Provide evidence‑based coaching, feedback and development support to Advisors and Managers
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Lead onboarding and accreditation for new starters, offering shadowing, guided case reviews and structured learning to support a smooth transition into BAU
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Maintain and update operational guidance, templates and knowledge resources, ensuring colleagues have access to clear, accurate and up‑to‑date information
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Analyse QA outcomes, identify trends and contribute to continuous improvement initiatives
Essential Skills & Experience:
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Ability to assess customer interactions against defined quality standards
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Strong coaching and feedback skills with experience supporting performance improvement
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Excellent analytical skills with high attention to detail and accuracy
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Strong written and verbal communication skills
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Ability to organise workload independently and manage structured QA cycles
Desirable:
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Awareness of QA frameworks, scoring methodologies and calibration processes
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Understanding of customer effort and continuous improvement approaches
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Relevant qualifications in customer service, coaching, QA or training
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Experience supporting organisational improvement or centre‑of‑excellence initiatives
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 .
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Hybrid Working: 8 office days per month (non-contractual)
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25 days' annual leave plus 10.5 public/privilege days
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Flexi-time with the ability to accrue and take time off in lieu (TOIL)
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Civil Service Pension
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Health & Fitness allowance
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Paid volunteering leave
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Monthly Wellbeing Hour
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On-site coffee shop
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Free eye test (2-yearly) and annual flu jab
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.
To be considered for this role, please click on the link provided.
Feedback will only be provided if you attend an interview or assessment.
Successful candidates must undergo a criminal record check.
People working with government assets must complete baseline personnel security standard (opens in new window) checks.
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
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.
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 .
The Civil Service welcomes applications from people who have recently left prison or have an unspent conviction. Read more about prison leaver recruitment (opens in new window).
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