Job Description

We're looking for enthusiastic, adaptable, and customer-focused individual to join us on a 6-month fixed-term contract as Customer Experience (CX) Coordinator. If you're keen to gain experience, return to the workforce, or take on a fresh challenge, this could be the perfect opportunity.


You'll work closely with a supportive team, build strong relationships, and play a key role in delivering an exceptional experience for our customers. Depending on business needs, there may also be opportunities for hybrid working once you're settled into the role.


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In this role, you will...

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Educate and Guide

Maximise the benefits of NICEIC certification to enhance business practices, professional knowledge, and technical proficiency.


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Onboard and Validate

Assess and validate information during the onboarding process while providing guidance to contractors throughout their certification journey.


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Technical Integrity and Flexibility

Adopt a fair and balanced approach with a focus on technical integrity. Identify and/or take enforcement action in case of breaches while maintaining respect and fostering positive business relationships.


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Customer Service Excellence

Proactively and responsively deliver customer service across various communication channels, focusing on effective resolutions. Efficiently and effectively address issues, embodying NICEIC's customer service principles through meaningful interactions.


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Treat Customers as Individuals

Adapt and personalise communication styles, tailoring solutions within the parameters of scheme requirements.


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Provide Life Support

Assist customers in managing options to avoid business debt and maintain active certification. Empower customers with the tools and knowledge to self-manage their certification and accounts, ensuring awareness of new capabilities and confidence in their use.


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What we're looking for...

Essential

Collaboration:

A strong team contributor, friendly, engaging, and caring. Helps find ways to collaborate better with other teams/areas.

Takes responsibility:

Takes ownership to resolve customers queries in the first interaction, where- ever possible.

Commercially Aware:

Confident to make sound commercial decisions in line with our processes and ensuring technical integrity.

Organised with attention to detail:

Maintaining accurate records and notes ensuring requirements are fully met through the registration, in life and departure processes.

Technical Knowledge:

Able to absorb, assimilate, make relevant and clearly explain technical information to guide and support our customers. Shares their knowledge and winning ways with others.

Problem-solving:

Demonstrates initiative, identifies, pre-empts and/or resolve a range of issues, by being pro-active, taking ownership and being accountable.

Adaptability:

Flexible and responsive to changing business needs and to different customers. Willing and eager to learn new things and try new ways of working.

Empathy:

Professional with strong people skills, aware of personal impact. Empathetic with customers, a natural communicator, comfortable over the phone, creating rapport, providing a positive customer experience.

Desirable

GCSE or equivalent level (or demonstrable and verifiable relevant work experience). Experience of working in a customer service environment and/or formal Customer Service Training. Ability to identify new opportunities to introduce customers to additional services and products offered by the company, contributing to revenue growth.

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Our benefits include, but not limited...

25 days' holiday a year (plus bank and public holidays) Employee assistance programme Employee discount platform Learning opportunities Life assurance Loyalty awards Workplace Pension Private medical insurance Sickness pay - Depending on your length of service, you could be eligible for our enhanced sick pay which is above the Statutory Sick Pay (SSP) amount.

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About us

Certsure provides industry-leading certification schemes and support to the building services sector. These services are delivered through the NICEIC brand.


For almost 70 years, NICEIC has been the UK's largest certification body for electrical businesses with over 40,000 currently certified with us. As the industry leader, we drive the highest standards of competence and safety.


We assess, certify and train electricians, plumbers, renewable energy installers, and gas and heating engineers. To become certified, businesses must demonstrate their compliance with technical standards and industry best-practice through rigorous assessments and continuing professional development.


Trade professionals look to us for certification and technical leadership, and value the credibility our name gives theirs. We provide ongoing advice and support and list their businesses on our online 'Find a trusted NICEIC tradesperson' tool.


We help build public trust in trade professionals - and we never compromise on that trust. We work alongside government and industry to shape policy and drive standards. Many UK businesses, government organisations, local authorities and landlords will only work with NICEIC-certified businesses.

Please Note: Certsure does not provide sponsorship as a licensed UK employer.

Due to high application volumes, we may close this vacancy earlier than advertised. Please submit your application as soon as possible.


Warwick House, Houghton Hall Park

Houghton Regis, Dunstable

LU5 5ZX

0333 015 6625

enquiries@certsure.com