Coach/Quality & Performance Consultant

Job Title: Call Coach/Quality and Performance Consultant

Department: TNS/SNG 

Location: Bristol 

Salary: £30k - 35k per annum dependant on experience+ excellent company benefits

Full Time – Permanent Contract 

ICS is one of the UK’s leading healthcare staffing providers. Our aim, which underpins everything we do, is to be the first choice for health, life sciences and social care professionals and clients. Our recent achievements have seen us outperform our main competitors with strong growth across each of our markets.

We currently have an exciting opportunity available within our Thornbury Nursing Services Brand for a Call Coach to join us.  Thornbury Nursing Services specialises in recruiting and supplying exceptional nurses, midwives and healthcare support workers for temporary work placements across England and Wales in the acute and community sector. We supply workers at very short notice, no matter when or where and are responsive to clients’ needs 24hrs a day, 365 days a year.


Key tasks within the role include responsibility for the design, implementation and management of a Quality Assurance framework to maximise opportunities, positively influence employee engagement and productivity, set and improve call standards and measure and improve customer experience. 



  • Analyse, Identify and roll out a benchmark of call quality, through proactively listening in to calls from across all TNS functions,   
  •  Identify operational efficiency by analysing historic and current data,
  • Coach, train and provide advice to staff after regular call monitoring by phone, face to face or through the relevant manager   
  • Coach new starters to ensure clarity of excellence in call handling is provided at the earliest opportunity to help develop and imbed a culture of quality call handling and customer focus   
  • Track performance at individual and team level and develop relevant training to enhance agent skills   
  • Determine service levels through the design and introduction of a Customer Service Program (CSAT)   
  • Build and maintain strong relationships with relevant internal and external stakeholders 
  • Sharing best practice to ensure a collaborative team ethic   
  • Delivery of short term/one off projects and activities

Skills/Experience Required:


  • Accuracy
  • Effectiveness- ability to provide constructive and objective feedback that results in positive changes in performance and productivity
  • Strong communication skills – professionalism, courtesy and respect when interacting with stakeholders
  • Initiative - identifying and reporting trends, suggestions for operational, system and service improvements
  • Productivity – ability to meet agreed timeframes when delivering evaluations, coaching sessions and reports


What we can offer you

In exchange for your hard work we can offer you a competitive salary, in addition to excellent company benefits, company pension scheme where we match your contribution up to 5% plus many more benefits.

Our commitment to employee development through training, personal development plans, professional qualification support and career progression, has resulted in excellent retention levels. If you are looking for a role where you are a valued member of a key business function, where you can push your career forward in a company that continues to grow year on year, then contact us now with your current CV to apply.

The ICS Group is an equal opportunities employer




Or, know someone who would be a perfect fit? Let them know!


Wild Country Lane
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Perks, Benefits and Reward


We recognise that everyone has different priorities and lifestyles, and our flexible benefits package reflects this. Benefits range from a matching contribution pension scheme and a healthcare cash plan to flexible holiday options and discounted shopping vouchers. 
• Buy and sell holiday
• Corporate discounts
• Career development
• Cycle2Work scheme
• Discounted shopping vouchers
• Healthcare insurance
• Life assurance
• Matching pension scheme

Career Development

Our business is always changing, and so are you. To ensure you’re fully prepared for these changes and ready to reach your full potential we offer continuous learning and development. We’re passionate about helping our people grow and promote internal progression and mobility. 
• Management and leadership training
• On-boarding
• Personal development
• Role-specific training
• Work-based qualifications

Reward and Recognition

We want to share our successes, recognise excellent performance and promote healthy competition, which is why we offer competitive salaries, bonus schemes linked to performance and a whole host of recognition awards. Work hard and it’s entirely possible you’ll be recognised as an exceptional performer.
• Annual awards
• Exceptional performance awards
• Long service recognition


More than just a buzzword, we really do care about your wellbeing and encourage you to do the same. Our health and wellbeing coaches run smoking cessation and weight loss campaigns to help our people to achieve a healthier lifestyle. We also have a number of qualified mental health first aiders providing a vital support network, discounted gym memberships, free fruit; and our employee assistance programme is there to help you with life’s little ups and downs.
• Cycle2Work scheme
• Discounted gym membership
• Employee assistance programme
• Flexible working
• Free fruit
• Healthcare cash plans
• Mental health first aiders
• Paid time off for charity work 
• Staff wellbeing initiatives 

Our Culture



Independent Clinical Services is a global workforce management solutions and services provider for the health and life science sectors. We know that our people are what drive our success. We foster an environment that enables them to be individuals, to be entrepreneurial, and to make tangible contributions towards the growth of our businesses. 


We strive to provide our people with the tools and the environment to build a meaningful and successful career with us, from wellbeing and flexibility to expansive client and candidate networks. 

We reward high performance and ensure employees feel part of our growth strategies and successes. Our commitment to employee development through training, personal development plans, professional qualification support and career progression has resulted in excellent retention levels.




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