Certification Services Co-Ordinator

Company Objective

“Our Goal is to become the most successful certification & inspection body there has ever been through radical, energetic innovation. Through our actions and success, we will change the assessment profession forever.”

This vision of the organisation is ambitious and will create a company of a significantly different size, turnover, and scale of activity than that which exists today.

Currently, within Certification Europe there are three services offered:

  • Certification Services
  • Training Services
  • Inspection Services

Overall purpose of the Role

  • To assist with the provision of a seamless and exemplary customer services experience to our internal and external clients.
  • Management of the scheduling process to ensure a transparent, efficient and commercially driven process.
  • Logistics and planning coupled with an in-depth knowledge of the geographical locations of assessments.
  • Dedicated pre and post assessment client care.
  • Provide assessor team support.

Key Responsibilities & Accountability

Scheduling

Management & Co-ordination of scheduling of assessments in line with the certification process to include the following:

  • Ensure client assessments are scheduled, confirmed and communicated both verbally and in writing.
  • Adherence and awareness of the competency criteria when scheduling.
  • Using a smart approach to scheduling to ensure that assessors are scheduled smartly in line with geographical locations.

Post-Assessment Client Care

  • Review, validating and issuing client reports in line with team KPI’s.
  • Management and administration of client change requests.
  • Management of the distribution of Client Certificates

Customer Service

  • Ensuring a seamless and exemplary customer service experience for all internal and external customers.
  • Escalating any client complaints as they arise to the Certification Services Manager.
  • Provide telephone support to assessors while they are traveling.
  • Customer engagement is key to our business, there will be a requirement to build up, maintain and strengthen client relationships.
  • Step in when required to assist with other key business tasks.

 

Education, Training & Qualifications

  • 3+ years of client care experience in a professional services capacity is essential.
  • Proven track record in administration duties.
  • Experience in working with CRMs.
  • Experience in scheduling/logistics planning is desirable.
  • Experience working in a regulated environment is desirable.

Required Skills

  • Excellent organizational skills and attention to detail.
  • The ability to work effectively independently and in a team environment, while managing multiple projects, shifting priorities, and deadline pressures.
  • Ability to gather and analyze facts, draw conclusions, define problems, and suggest solutions.
  • Self-motivated / ‘Can do’ approach.
  • Understanding the need for working discreetly and maintaining confidentiality.
  • Strong interpersonal skills both internally and externally.
  • Excellent written, numeracy, planning, and communication skills.
  • Proficient using Microsoft Office (Word, Excel, etc).