Customer Experience Leader — Certification & Compliance

Kiwa; Dunstable; Híbrido; GBP 70.000 - 100.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Competitive salary on request

Hybrid working (3–4 days in the office

Generous annual leave

Private medical insurance

Enhanced family leave

Long service rewards

Pension contributions

Life assurance 4x salary

Cycle loan scheme

Eye tests

Descripción de la vacante

Kiwa, delivering TIC services globally, is seeking a Certification Manager to spearhead the Customer Experience function from our Dunstable base. You will lead a high-performing team, oversee onboarding, quotations, contract reviews and certification support across the lifecycle, and drive improvements using KPI data and stakeholder insights.

The role requires strong governance, cross-functional collaboration and ensuring audit readiness across internal and accreditation processes, with a hybrid

Formación

• Proven experience leading and developing teams within a customer-focused, service delivery or regulated environment.
• Strong stakeholder management skills with the ability to handle complex customer issues and drive positive outcomes.
• Excellent planning, organisational and problem-solving skills, with the ability to balance multiple priorities.
• Experience using performance data and insights to improve services, processes and operational effectiveness.
• Strong communication and influencing skills, with the ability to build relationships across all levels of an organisation.
• Understanding of compliance, governance and quality requirements within a structured business environment.

Responsabilidades

• Lead, coach and develop the Customer Experience Team, fostering a high-performing, engaged and customer-focused culture.
• Oversee the delivery of customer onboarding, quotations, contract reviews, certification support and ongoing customer enquiries across the certification lifecycle.
• Monitor team performance through KPIs, customer feedback and operational data, 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 appropriately trained, authorised and competent individuals.
• Oversee International Customer Experience activities, building strong relationships with agents, partners and stakeholders.
• Lead Customer Experience involvement in internal, external and accreditation audits, ensuring compliance and the effective management of audit findings.
• Drive improvements to processes, systems and ways of working, collaborating with other teams to enhance efficiency and customer satisfaction.

Conocimientos

Leadership

Stakeholder management

Planning & organisation

Problem solving

Communication

Compliance knowledge

Descripción del empleo

Kiwa, delivering TIC services globally, is seeking a Certification Manager to spearhead the Customer Experience function from our Dunstable base. You will lead a high-performing team, oversee onboarding, quotations, contract reviews and certification support across the lifecycle, and drive improvements using KPI data and stakeholder insights.

The role requires strong governance, cross-functional collaboration and ensuring audit readiness across internal and accreditation processes, with a hybrid