NCSC Performance Coach
Company
Location
Greater Lincoln Area, United Kingdom
Posted At
5/28/2025
Advertise with us by contacting: [email protected]
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Description
North East England
Job Summary
When thinking about what drives you every day in your job, what keeps you motivated and passionate about your work what comes to mind? For 3000+ people at the CQC we end each day knowing that we have made a difference to the lives of those most in need in our communities. We make sure health and social care services provide people with safe, effective, compassionate, high-quality care and encourage care services to improve. We are looking for people who are caring, demonstrate integrity and work well as part of a team to join with us and share in this sense of achievement. If you would like to help us make a positive impact to health and social care within England, then read on.
Job Description
Our performance coaches are critical to the success of our national customer service centre (NCSC). They play a vital role in supporting change, training new staff and developing our people to achieve their potential.
Performance coaches are responsible for the design and delivery of induction and skill-based training for all NCSC staff. This includes working with our contact centre or inspection support teams to update processes, guidance and training material to support change activity including supporting front line activity when required, to maintain your skill set and support business needs.
Coaches conduct quality assurance and one to one coaching to improve performance and support individual development.
Our coaches also hold responsibility for managing and maintaining our knowledge tool, ensuring up-to-date and accurate information and guidance is available to our staff, especially when responding to customer queries.
Through the provision of learning activity for both individuals and teams, NCSC Performance coaches support continuous improvement in performance, quality standards and customer experience across the centre.
Our performance coaches are critical to the success of our national customer service centre (NCSC). They play a vital role in supporting change, training new staff and developing our people to achieve their potential.
Performance coaches are responsible for the design and delivery of induction and skill-based training for all NCSC staff. This includes working with our contact centre or inspection support teams to update processes, guidance and training material to support change activity including supporting front line activity when required, to maintain your skill set and support business needs.
Coaches conduct quality assurance and one to one coaching to improve performance and support individual development.
Our coaches also hold responsibility for managing and maintaining our knowledge tool, ensuring up-to-date and accurate information and guidance is available to our staff, especially when responding to customer queries.
Through the provision of learning activity for both individuals and teams, NCSC Performance coaches support continuous improvement in performance, quality standards and customer experience across the centre.
Person specification
This role requires people who have a passion for developing others and who are able to work collaboratively with their colleagues to deliver high quality coaching and training programmes. Our coaches become subject matter experts in specific areas of work within the centre so they can provide both generic training/coaching as well as content targeted to specific tasks within our call centre or processing teams. They work within a central team, reporting into knowledge team managers, to ensure that the varied knowledge and learning needs of our centre are met.
Your health and wellbeing are important to us and are supported through our benefits scheme:
27 days of leave per year, rising to 32.5 days with length of service, plus bank holidays (usually 8 days per year).
Opportunities and support for in house and external training and development.
Free, unlimited access to Headspace meditation app.
Sports and gym discounts.
Free employee assistance service 24 hours a day.
NHS pension scheme, with around a 14% employer contribution.
Discounts to high street stores, supermarkets, restaurants and more.
Eligibility to apply for a Blue Light Card, which cost £4.99 and are valid for 2 years.
Fleet home electronics and car leasing salary sacrifice scheme.
Cycle to work scheme up to the value of £5,000.
Internal reward scheme where you could win a voucher or two!
We want to make working for CQC a great experience for everyone, and to role model a diverse and representative culture. To support an inclusive environment where colleagues feel empowered to bring their whole self to work, we support a variety of staff networks, including the Race Equality Network, LGBT+ Equality Network, Carers Equality Network, Disability Equality Network and Gender Equality network.
Selection process details
TBC
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.
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
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.
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 (opens in a new window) and the Civil Service Diversity and Inclusion Strategy (opens in a 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
Job Summary
When thinking about what drives you every day in your job, what keeps you motivated and passionate about your work what comes to mind? For 3000+ people at the CQC we end each day knowing that we have made a difference to the lives of those most in need in our communities. We make sure health and social care services provide people with safe, effective, compassionate, high-quality care and encourage care services to improve. We are looking for people who are caring, demonstrate integrity and work well as part of a team to join with us and share in this sense of achievement. If you would like to help us make a positive impact to health and social care within England, then read on.
Job Description
Our performance coaches are critical to the success of our national customer service centre (NCSC). They play a vital role in supporting change, training new staff and developing our people to achieve their potential.
Performance coaches are responsible for the design and delivery of induction and skill-based training for all NCSC staff. This includes working with our contact centre or inspection support teams to update processes, guidance and training material to support change activity including supporting front line activity when required, to maintain your skill set and support business needs.
Coaches conduct quality assurance and one to one coaching to improve performance and support individual development.
Our coaches also hold responsibility for managing and maintaining our knowledge tool, ensuring up-to-date and accurate information and guidance is available to our staff, especially when responding to customer queries.
Through the provision of learning activity for both individuals and teams, NCSC Performance coaches support continuous improvement in performance, quality standards and customer experience across the centre.
Our performance coaches are critical to the success of our national customer service centre (NCSC). They play a vital role in supporting change, training new staff and developing our people to achieve their potential.
Performance coaches are responsible for the design and delivery of induction and skill-based training for all NCSC staff. This includes working with our contact centre or inspection support teams to update processes, guidance and training material to support change activity including supporting front line activity when required, to maintain your skill set and support business needs.
Coaches conduct quality assurance and one to one coaching to improve performance and support individual development.
Our coaches also hold responsibility for managing and maintaining our knowledge tool, ensuring up-to-date and accurate information and guidance is available to our staff, especially when responding to customer queries.
Through the provision of learning activity for both individuals and teams, NCSC Performance coaches support continuous improvement in performance, quality standards and customer experience across the centre.
Person specification
This role requires people who have a passion for developing others and who are able to work collaboratively with their colleagues to deliver high quality coaching and training programmes. Our coaches become subject matter experts in specific areas of work within the centre so they can provide both generic training/coaching as well as content targeted to specific tasks within our call centre or processing teams. They work within a central team, reporting into knowledge team managers, to ensure that the varied knowledge and learning needs of our centre are met.
Your health and wellbeing are important to us and are supported through our benefits scheme:
27 days of leave per year, rising to 32.5 days with length of service, plus bank holidays (usually 8 days per year).
Opportunities and support for in house and external training and development.
Free, unlimited access to Headspace meditation app.
Sports and gym discounts.
Free employee assistance service 24 hours a day.
NHS pension scheme, with around a 14% employer contribution.
Discounts to high street stores, supermarkets, restaurants and more.
Eligibility to apply for a Blue Light Card, which cost £4.99 and are valid for 2 years.
Fleet home electronics and car leasing salary sacrifice scheme.
Cycle to work scheme up to the value of £5,000.
Internal reward scheme where you could win a voucher or two!
We want to make working for CQC a great experience for everyone, and to role model a diverse and representative culture. To support an inclusive environment where colleagues feel empowered to bring their whole self to work, we support a variety of staff networks, including the Race Equality Network, LGBT+ Equality Network, Carers Equality Network, Disability Equality Network and Gender Equality network.
Selection process details
TBC
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.
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) (opens in a new window)
- 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
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.
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 (opens in a new window) and the Civil Service Diversity and Inclusion Strategy (opens in a 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 : Recruitment Team
- Email : [email protected]
- Email : [email protected]
Advertise with us by contacting: [email protected]
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