Deputy Certification Manager

Kiwa; Dunstable; Hybrid; GBP 50,000 - 70,000; Full time

Benefits offered by this job

Hybrid working

Private Medical Insurance

Enhanced family leave

Life Assurance – 4x salary

Long service rewards

Job summary

Kiwa is seeking a Deputy Certification Manager to lead and develop the Customer Experience Team in a hybrid role based in Dunstable. You will support the Certification Manager, coordinate onboarding, quotations, and contract reviews, and drive improvements across processes and customer interactions.

You will monitor KPIs, manage escalations, and collaborate with international teams and partners to uphold quality, competency and accreditation standards.

Qualifications

• 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.

Responsibilities

• 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.

Skills

Customer experience management

Stakeholder management

Performance data analysis

Coaching and development

Problem solving

Workload prioritisation

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 ReviewsEnhanced 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.