Gi Group
Quality Coach
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Quality Coach
Salary: £35,017
Location: Birmingham
Permanent | Full Time | 37 hours per week
Introduction
Gi Group is delighted to be partnering with CCW (Consumer Council for Water) to support them in their recruitment for a Quality Coach.
About CCW
CCW is the independent voice for water consumers in England and Wales. We provide free advice, resolve complaints, and use research to influence water companies, regulators and government to improve services. We are a Defra-sponsored Arm's Length Body.
We expect all colleagues to live our PRIDE values: Positive Energy, Respect for All, Innovative Spirit, Delivery of our Promises, and Engaged as One.
The Role
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.
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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
The Candidate
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
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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 & Offering
- 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
How to Apply
Gi Group is proud to support CCW in this recruitment campaign. If you have the expertise, judgement and commitment, we are keen to hear from you.
As a Disability Confident employer, we guarantee interviews to disabled applicants meeting the minimum criteria. See CCW - Open Vacancies - Apply Now - Gi Group for more details.
To be considered for this role, please click on the link provided. If you would like any further information about this vacancy, please feel free to contact CCW.UK@gigroup.com.
Closing date: 07.08.26
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