Certification Experience Leader (Hybrid Role)
Kiwa Group
An application made for this job — a tailored resume and cover letter that speak straight to the posting.
Benefits offered by this job
Job summary
Kiwa Group, a global TIC leader, is seeking a Certification Manager to lead the Customer Experience function at our Dunstable site. You will oversee onboarding, quotations, contract reviews, certification support and ongoing customer enquiries across the lifecycle, driving performance and continuous improvement.
You will build a high-performing team, manage escalations, ensure compliance during audits, and collaborate with partners and stakeholders to enhance efficiency and customer
Qualifications
- Experience leading customer experience teams in regulated environments.
- Ability to use performance data and insights to improve services and processes.
- Strong planning, organisational and problem-solving skills.
Responsibilities
- Lead, coach and develop the Customer Experience Team, fostering a high-performing, engaged and customer-focused culture.
- Oversee customer onboarding, quotations, contract reviews, certification support and ongoing customer enquiries across the lifecycle.
- Monitor team performance through KPIs and feedback, driving continuous improvement and service excellence.
- Manage complex customer issues and escalations, ensuring timely resolution and a positive customer experience.
- Ensure competency-controlled activities are carried out by trained and competent individuals.
- Oversee International Customer Experience activities, building relationships with agents, partners and stakeholders.
- Lead CX involvement in audits, ensuring compliance and effective management of audit findings.
Skills
Job description
Kiwa Group, a global TIC leader, is seeking a Certification Manager to lead the Customer Experience function at our Dunstable site. You will oversee onboarding, quotations, contract reviews, certification support and ongoing customer enquiries across the lifecycle, driving performance and continuous improvement.
You will build a high-performing team, manage escalations, ensure compliance during audits, and collaborate with partners and stakeholders to enhance efficiency and customer
'/%3e%3cpath%20d='M101.744%2012.4726L102.894%2016.1947L99.0021%2013.2201L101.744%2012.4726ZM105.3%208.40937H100.488L99.0026%203.59473L97.5116%208.41047L92.7%208.40385L96.5965%2011.3834L95.1055%2016.1942L99.0021%2013.2196L101.408%2011.3834L105.3%208.40992V8.40937Z'%20fill='white'/%3e%3cdefs%3e%3clinearGradient%20id='paint0_linear_5593_1381'%20x1='90'%20y1='9.44471'%20x2='99'%20y2='9.44471'%20gradientUnits='userSpaceOnUse'%3e%3cstop%20stop-color='%2300AD70'/%3e%3cstop%20offset='0.998594'%20stop-color='%2300B67A'/%3e%3cstop%20offset='1'%20stop-color='%23DCDCE6'/%3e%3c/linearGradient%3e%3c/defs%3e%3c/svg%3e){kind=small}
