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West Sussex County Council • Bognor Regis, England, United Kingdom
Salary: £36,363 - £39,152 / year
Role & seniority: Quality Assurance and Training Coordinator (mid-level) within Community Hub/Communities Directorate
Stack/tools: Quality Assurance processes; training design and delivery; one-to-one coaching; reporting and data-driven improvement; recruitment and onboarding; presentations
Deliver and continually improve a high-quality QA function; design, deliver, and evaluate learning solutions and coaching
Lead recruitment, induction, and ongoing training for new and existing staff with a focus on customer-centered service and continuous improvement
Support service improvement projects, present insights to management, and drive customer experience enhancements
Degree or equivalent qualification with QA/training experience
Track record in designing and delivering training materials and courses
Experience in customer-focused service (ideally Contact Centre) and working to KPIs within QA
Excellent written/verbal/presentation skills and ability to provide constructive feedback
Recruitment, training, coaching, and proactive problem-solving abilities
Experience with innovative training methodologies and reporting to drive continuous improvement
Ability to translate insights into actionable improvements; able to travel as needed
Proactive, methodical approach and stakeholder-facing credibility
We are seeking a Quality Assurance and Training Coordinator to play a key role within the Community Hub and the wider Communities Directorate.
The postholder will take a proactive, quality‑driven approach, monitoring and enhancing the customer experience through robust operational quality assurance across all customer channels.
Join the Community Hub team and use your Contact Centre expertise to deliver outstanding customer experiences through performance‑driven improvement!
Salary: £36,363 to £39,152 per annum
Contract Type: Permanent
Working Pattern: Full-time (37 hours per week) Monday to Friday
Location: Tradewinds Business Centre, Heath Place, Heath Pl, Bognor Regis PO22 9SL. Due to the temporary closure of Durban House, you will be based in a temporary office in Bognor Regis.
Interview Date: Monday 16 March and Wednesday 18 March 2026
Regular attendance at your designated base location will also be necessary, and there will opportunities for some remote work. You may also be required to work at other county council locations when required. Final arrangements will be confirmed with the successful candidate.
Where service demands you will be required to participate in a rota to provide cover between the hours 8am to 8pm, 5 out of 7 days per week, including weekends and bank holidays.
You may need to be able to travel independently around the county, including to areas that may not be easily accessible by public transport. Pool cars and pool bikes are available.
About the Job In this role, you will work closely with Senior Managers, Supervisors, and Community Hub Officers, providing coaching and constructive feedback.
You will identify and address gaps in knowledge or processes to ensure customers receive accurate information, guidance, and support at the first point of contact.
If you have excellent attention to detail, strong communication abilities and a methodical approach to working through problems, we would like to hear from you!
Rewards and Benefits From flexible working (where possible) to access to our Employee Assistance Programme, we are committed to providing a healthy work life balance.
A laptop and mobile will be supplied if applicable to your role. You will benefit from 25 days annual leave, rising to 28 days after 5 years’ service (pro rata for part time) plus the opportunity to buy additional leave and an excellent local government pension scheme.
A range of discounts give our staff access to hundreds of offers; groceries, travel, cinema tickets, days out, leisure activities, high street retailers and the opportunity to save over £1,000 a year through our West Sussex Choices benefits platform.
For more information about the wide variety of benefits you can take advantage of please visit our Rewards and Benefits page.
Further Information The reference number for this role is CPP01283.
Click apply below, upload your CV, and complete the application form, explaining how you meet the key skills in the attached job description and experience you can bring to the role. Please ensure all that any gaps in employment are covered in your CV.
Please ensure you have saved the job description attached to the main advert on our website as, once the job has closed, you may not have the opportunity to download again.
We are committed to safeguarding and promoting the welfare of children, young people and vulnerable adults. This post is subject to right to work within the UK, Basic Disclosure and Barring Check (DBS), satisfactory references, and a health check.
Equity, inclusion and accessibility is very important to West Sussex County Council. We welcome and encourage applications from everyone, as this helps us build a diverse and talented workforce, that reflects the communities we serve. We ensure our approach to recruitment is flexible and supportive to enable all applicants to be at their best and to ensure they have the best possible chance of success.
We operate a guaranteed interview scheme for applicants that have a disability, are a veteran or are a care leaver. More information can be found on our application help page.