Job Description

Grade E -

24,971 (National Framework) - There is also an additional homeworking allowance of 581 per annum for those working from home

Contracted Hours:

Full time 37 hours per week

Contract Type:

Permanent

Location:

This is a home based role requiring the candidate to be living within a commuting distance of our Newcastle Upon Tyne Office and prepared to travel to our Newcastle office, as and when necessary.

Closing Date:

Wednesday 11 June 2025 at 11.59pm

This role is NOT open to applications from those who will require sponsorship under the points-based system. Should you apply for this role and be found to require sponsorship, your application will be rejected, and any provisional offer of employment withdrawn.

Are you committed to helping us regulate health and social care within England?

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.

Why this could be a great role for you....

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.

What we can offer you...

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.

What you will bring...

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.

To access the full job description, please click the link below:

JD - Performance Coach.doc


For an informal discussion or further information on the role, please contact Jonathan Matthews, NCSC Operations Manager at Jonathan.Matthews@cqc.org.uk

Individual adjustments...

We are committed to being open and transparent around our processes and we endeavour to offer every candidate the opportunity to perform at their best throughout the recruitment process. We seek to support candidates to identify potential challenges and work with them to identify and facilitate reasonable adjustments as appropriate. Should you require assistance and/or would like to request a reasonable adjustment at any stage of the recruitment process, please contact a member of the team via email:

recruitment@cqc.org.uk

CQC is committed to promoting a fair and inclusive workplace where all our people can flourish and reach their full potential. We know diverse teams allow for a more creative and productive environment and therefore encourage applications from everyone regardless of: age, gender/sex, gender identity or expression, religion or belief, disability, ethnicity or sexual orientation.

Candidates must ensure that all information provided in their application is detailed in their own words and is factually accurate. Any examples provided must be taken from personal experience. CQC abides by honesty and integrity as part of its core values, if evidence of plagiarism or generating answers from other sources is found, applications may be withdrawn.

Our Values

Excellence

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Meeting our challenge to be a high-performing organisation

Caring

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Treating everyone with dignity and respect

Integrity

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Demonstrating our passion for 'doing the right thing'

Teamwork

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Enabling us to be the best we can