Mencap
Systems, Quality and Process Coach
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Help shape a service that changes lives.
Mencap’s Learning Disability Helpline supports people with a learning disability, their families, carers and professionals across England. We’re looking for a Systems, Quality and Process Coach to help our advice service stay high-quality, effective, accessible and continually improving. This is a full-time, fixed term role commencing September 2026.
You’ll lead on quality standards, support audits, improve processes, coach colleagues, manage reporting and use data to spot opportunities for better service delivery. You’ll also help maintain and develop digital resources, ensuring our information is accurate, accessible and useful for the people who need it most.
What you’ll do
- Lead quality standards and support external audits
- Review and improve policies, processes and resources
- Coach the team to meet quality KPIs
- Create monthly Helpline reports and analyse service data
- Use CRM systems to monitor productivity and identify issues
- Support accessible digital content and resource updates
- Embed a culture of continuous improvement
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What we’re looking for
- You’ll bring strong quality, audit and process improvement experience, with advanced Microsoft skills, especially Excel and Power BI.
- You’ll be confident working with CRM systems, analysing data, coaching others and turning insight into action.
- You’ll be organised, detail-focused and passionate about improving services for people with a learning disability.
- You’ll be able to travel effectively, to community and team events throughout England
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Why join us?
This isn’t just a job. It’s a chance to help improve the lives of people with a learning disability and their families, while supporting a national advice service that makes a real difference every day.
Closing date: 10 August 2026.
Here at Mencap, we offer an impressive range of benefits designed to support and reward our employees to ensure that our teams feel valued and appreciated. Our benefits package offers 32 days of paid holiday (including bank holidays, pro rata), along with a range of perks such as discounts at leading high-street retailers, access to health cash plans, interest-free loans, and many more exciting offerings.
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