Hybrid Deputy Certification Manager — Customer Experience

Kiwa UK; Dunstable; Hybrid; GBP 42,000 - 64,000; Full time

Benefits offered by this job

Competitive salary details on request

Hybrid working 3-4 days in office

Private medical insurance

Generous leave and pension

Life Assurance 4x salary

Cycle & Power point loans

Job summary

NQA, now part of Kiwa, is seeking a Deputy Certification Manager to lead and develop the Customer Experience team within a hybrid setup in Dunstable. You will support day-to-day operations, drive continuous improvement and ensure high standards of customer experience and operational performance.

Collaborating with the Certification Manager, you’ll coordinate workloads, monitor KPIs and manage escalations while upholding accreditation and competency requirements across international activities.

Qualifications

• Experience in customer experience, customer support, certification or another customer-focused or regulated environment.
• Strong organisational skills for workload coordination and deadlines.
• Excellent customer service and problem-solving, including escalations.
• Experience coaching or supporting colleagues to improve performance.
• Ability to interpret performance data, identify trends and recommend improvements.
• Strong communication and stakeholder management skills across teams.
• Strong decision-making and the ability to work independently.

Responsibilities

• Support the leadership and development of the Customer Experience team, coaching and guiding performance.
• Deputise for the Certification Manager as required to ensure continuity and resilience.
• Coordinate workloads across onboarding, quotations, contract reviews and enquiries.
• Monitor service performance, KPIs, queues and feedback to identify risks and opportunities.
• Manage initial customer and operational escalations to ensure timely resolution.
• Oversee international CX activities and relationships with agents and partners.
• Support compliance with competency, quality and accreditation requirements.
• Represent CX during audits and support corrective actions and continuous improvements.
• Drive improvements to processes and ways of working across teams.

Skills

Customer experience

Coaching teams

Stakeholder management

Data interpretation

Independent decision-making

Job description

NQA, now part of Kiwa, is seeking a Deputy Certification Manager to lead and develop the Customer Experience team within a hybrid setup in Dunstable. You will support day-to-day operations, drive continuous improvement and ensure high standards of customer experience and operational performance.

Collaborating with the Certification Manager, you’ll coordinate workloads, monitor KPIs and manage escalations while upholding accreditation and competency requirements across international activities.