Deputy Certification Manager

Kiwa Group; Dunstable; Hybrid; GBP 60,000 - 86,000; Full time

Benefits offered by this job

Competitive Salary

35 hours per week

Private Medical Insurance

Enhanced Pension Contributions

Life Assurance - 4x annual salary

Cycle Loan Scheme

Electric Power Point Loan

Free eye tests and glasses

Welcome Pack

Job summary

NQA, part of the Kiwa family, is seeking a Deputy Certification Manager to lead the Customer Experience team from our Dunstable base. You will work with the Certification Manager to drive excellence in customer service, compliance and operational performance, while enabling continuous improvement across onboarding, contracts and inquiries.

You will support global CX activities, coach colleagues, manage escalations and help sustain high standards of stakeholder relationships, with a strong focus

Qualifications

• Experience in customer experience, customer support, certification or a similar regulated environment.
• Strong organisational skills to coordinate workloads, priorities and deadlines.
• Excellent customer service and problem-solving abilities, including handling escalations.
• Experience coaching or supporting colleagues to improve performance.
• Ability to interpret performance data, identify trends and recommend improvements.
• Strong communication and stakeholder management across teams.

Responsibilities

• Support leadership, development and day-to-day management of the Customer Experience Team with coaching and guidance.
• Deputise for the Certification Manager to ensure continuity and strong team performance.
• Coordinate workloads across onboarding, quotations, contract reviews, certification support and inquiries.
• Monitor service performance, KPIs, queues and customer feedback for risks and improvements.
• Manage initial customer and operational escalations to ensure timely resolutions and a great experience.
• Oversee International Customer Experience activities and relationships with agents and partners.
• Support compliance with competency, quality and accreditation requirements.
• Represent CX during audits and assist with corrective actions and improvements.
• Drive process, system and ways-of-working improvements across teams.

Skills

Customer experience

Coaching & development

Stakeholder management

Data interpretation

Problem solving

Decision making

Job description

Job Summary

NQA is looking for a Deputy Certification Manager to support the leadership of our Customer Experience function. Working closely with the Certification Manager, you'll coordinate day-to-day operations, support team development, drive continuous improvement and play a key role in enhancing both customer experience and operational performance.This is a hybrid role, based in Dunstable.NQA provides accredited certification, training and support services to help customers improve processes, performance and products and services. We have issued over 50,000 certificates to clients in over 90 countries resulting in a yearly revenue of around 100 million Euro. NQA was acquired by Kiwa in 2024, a global leader in the Testing, Inspecting and Certification (TIC) sector, based in the Netherlands.

About the role

• Support the leadership, development and day-to-day management of the Customer Experience Team, providing coaching, guidance and performance support.
• Deputise for the Certification Manager when required, helping to ensure continuity, resilience and effective team performance.
• Coordinate workloads and priorities across customer onboarding, quotations, contract reviews, certification support and customer enquiries.
• Monitor service performance, KPIs, work queues and customer feedback, identifying risks, trends and improvement opportunities.
• Manage initial customer and operational escalations, ensuring timely resolution and an excellent customer experience.
• Oversee International Customer Experience activities, maintaining strong relationships with agents, partners and stakeholders.
• Support compliance with competency, quality and accreditation requirements, ensuring activities are completed by appropriately trained and authorised colleagues.
• Represent the Customer Experience function during internal, external and accreditation audits, supporting corrective actions and continuous improvement initiatives.
• Drive improvements to processes, systems and ways of working while collaborating across teams.

Do you have what it takes?

Essential

• Experience within customer experience, customer support, certification or another customer-focused or regulated environment.
• Strong organisational skills, with the ability to coordinate workloads, priorities and deadlines effectively.
• Excellent customer service and problem-solving skills, including experience managing complex or escalated issues.
• Experience coaching, supporting or influencing colleagues to improve performance and capability.
• Ability to interpret performance data, identify trends and recommend improvements.
• Strong communication and stakeholder management skills, with the ability to build effective relationships across teams.
• Strong decision-making skills, with the confidence to work indendently and elevate issues where appropriate.

Desirable

• Knowledge of certification, accreditation or management systems.
• Experience coordinating technical reviews, contract reviews or other controlled processes.
• Experience supporting audits, continuous improvement, or corrective action activities.
• Previous supervisory, coaching or team leadership experience.
• Experience supporting international customers, agents or partners.
• Project, change management or process improvement experience.

What can you expect from us in return?

• Competitive Salary - salary details on request
• 35 hours per week - Monday to Friday, hybrid working (3-4 days in the office each week)
• Generous Annual Leave - Starting at 25 days plus Bank Holidays, increased entitlement with length of service
• Private Medical Insurance
• Enhanced Family Leave - Enhanced maternity, adoption, and shared parental leave with 6 months full pay, plus 3 weeks full pay for paternity leave
• Long service rewards
• Salary Reviews
• Enhanced Pension Contributions
• Life Assurance - 4x your annual salary
• Cycle Loan Scheme
• Electric Power Point Loan
• Free eye tests and contribution towards glasses
• Welcome Pack - Filled with company-branded goodies to kickstart your journey with us

At Kiwa, we deliver results driven by our core values: Ambitious, Reliable, and Engaged the principles that guide how we work with colleagues, customers, and everyone we encounter. We are committed to fostering personal development, encouraging you to be ambitious, explore new ideas, and contribute to making the world a safer, more sustainable place. Here, you’ll thrive in a dynamic environment with ample opportunities for growth and self-development.

As an equal opportunity employer, Kiwa celebrates diversity and is dedicated to building an inclusive, supportive workplace. We embrace flexibility in hiring talented individuals from all backgrounds globally, ensuring a work environment free from prejudice, discrimination, and intimidation. Inclusivity and equality are core to who we are, and we uphold these values without exception.

If you have any questions about this role and would like to speak a member of the Talent Team, please e-mail us at [e-mail].