CUSTOMER EXPERIENCE

• Embed a culture of customer focus, operational excellence, and continual improvement.
• Ensure processes deliver exceptional client experiences and value-added services.
• Support the Commercial Director in identifying and developing commercial opportunities.

ESSENTIAL SKILLS & EXPERIENCE

• Bachelor’s degree or equivalent experience.
• Proven experience in strategic planning and implementation at a leadership level.
• Strong track record in operations leadership within a high-volume service environment.
• Experience working in a regulated environment, ideally certification or technical industries.
• Senior management experience with direct team leadership responsibilities.
• Strong IT skills including MS Office and ERP systems.
• Full, clean driving licence.

DESIRABLE SKILLS & EXPERIENCE

• Understanding of accreditation and national/international quality infrastructure.
• Experience in management systems certification or regulated industry customer management.
• Ability to build strong internal, external, and international relationships.

INTERESTED?

Apply now to join NQA and help shape the future of certification services.
View the full Job Description
To apply, please send your CV and cover letter to careers@nqa.com

ABOUT THE ROLE

We are looking for an experienced and dynamic Head of UK Operations to join NQA’s leadership team. Reporting directly to the Global Operations Director, this pivotal role is responsible for ensuring the successful delivery of NQA UK’s operational objectives, including audit day delivery, auditor utilisation, technical decision-making, regulatory compliance, operational efficiency, client experience, and overall business performance.
This is a leadership position where you will manage and inspire a team to deliver excellence in customer experience and operational results, while also representing NQA at industry level.

GENERAL RESPONSIBILITIES

• Collaborate with the Field Director on forecasting to anticipate resource challenges.
• Ensure CPD, training, and development programmes are maintained across operational teams.
• Partner with the Commercial Director to effectively onboard and transition new business clients.
• Act as a key contributor within the Senior Leadership Team.