Hybrid Deputy Certification Manager — Customer Experience

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

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.