Hybrid CX Certification Lead (Deputy Manager)

Kiwa Group; Dunstable; Hybride; GBP 60 000 - 86 000; Plein temps

Avantages offerts par ce poste

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

Résumé du poste

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.

Responsabilités

• 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.

Connaissances

Customer experience

Coaching & development

Stakeholder management

Data interpretation

Problem solving

Decision making

Description du poste

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