Head of Customer Experience - Certification Services

Kiwa UK; Dunstable; Hybrid; GBP 65,000 - 90,000; Full time

Benefits offered by this job

Private Medical Insurance

Enhanced Pension Contributions

Life Assurance – 4x annual salary

Generous annual leave

Job summary

Kiwa UK is seeking a Certification Manager to lead the Customer Experience function on a hybrid basis in Dunstable. You will drive performance, develop people and champion continuous improvement across the certification journey to enhance customer experience and efficiency.

You will oversee onboarding, quotations, contract reviews and ongoing certification support, manage escalations, audits and relationships with agents and partners to ensure compliant, high-quality service.

Qualifications

• Proven experience leading customer-focused teams in regulated environments.
• Strong stakeholder management with ability to drive outcomes.
• Excellent planning and organisational skills with multiple priorities.
• Experience using data to improve services and operations.
• Strong communication and influencing skills across levels.

Responsibilities

• Lead, coach and develop the Customer Experience Team.
• Oversee onboarding, quotations, contract reviews and certification support.
• Monitor performance via KPIs, feedback and data; drive improvements.
• Manage complex customer issues and escalations for timely resolution.
• Ensure competency and training of staff; maintain compliance during audits.
• Oversee international CX activities with agents, partners and stakeholders.
• Lead CX involvement in audits and accreditation activities.
• Collaborate with other teams to improve processes and efficiency.

Skills

Team leadership

Stakeholder management

Planning & organisation

Problem solving

Compliance & governance

Audits & accreditation

Job description

Kiwa UK is seeking a Certification Manager to lead the Customer Experience function on a hybrid basis in Dunstable. You will drive performance, develop people and champion continuous improvement across the certification journey to enhance customer experience and efficiency.

You will oversee onboarding, quotations, contract reviews and ongoing certification support, manage escalations, audits and relationships with agents and partners to ensure compliant, high-quality service.