Citizens Advice Sandwell & Walsall
Quality Coach
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About the Company
Citizens Advice Sandwell & Walsall (CASW) is a local charity providing free, confidential and independent advice and support to people across Sandwell and Walsall. We help people understand their rights, resolve problems and make informed decisions across areas such as benefits, debt, housing, employment and consumer issues. As The People’s Champion, our aim is to provide advice and support that empowers our communities to thrive across Sandwell and Walsall. Our work is underpinned by our ROOTS values – Trust, Inclusive, Respectful, Empowering and Evolving – which shape how we support our clients, our communities and each other.
About the Role
This is a fixed-term contract to 31st December 2027 with the potential to become permanent, subject to the availability of ongoing funding and business requirements.
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.
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For further details please refer to the job pack on our website at https://citizensadvicesandwell-walsall.org/jobs/
Responsibilities
- 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.
Qualifications
- Experience working in an advice-giving environment, holding the Adviser Learning Programme (ALP) or equivalent.
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Required 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.
Equal Opportunity Statement
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.
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