Location: Leicester / Hybrid
Vacancy Type: Full Time
Salary: £40000
Application Deadline: Thursday 3 September
Join us at the UK's leading Awarding Organisation for health, safety and environmental qualifications.
At NEBOSH, our qualifications are recognised and respected worldwide, helping to create safer and healthier workplaces across the globe. We are looking for a Senior Specialist (Customer Quality and Resolution) to play a key role in ensuring complaints, quality issues and customer feedback are managed fairly, consistently and effectively, whilst driving continuous improvement across the organisation.
This is an exciting opportunity for an experienced professional who enjoys investigating complex issues, identifying root causes and influencing positive change. The successful candidate will work across the business to coordinate investigations, improve customer outcomes and use insight to support operational and organisational improvements.
The Senior Specialist (Customer Quality and Resolution) is responsible for the effective day-to-day management of complaints, quality issues and customer feedback across NEBOSH. The role ensures concerns are investigated thoroughly, resolved fairly and handled in line with organisational policies and regulatory expectations.
Working closely with teams across the business, the postholder will coordinate investigations, provide clear and well-reasoned responses to customers, identify trends and root causes, and support the implementation of improvements that enhance the customer experience.
The role requires strong attention to detail, excellent judgement and the ability to manage a varied workload in a fast-paced, regulated environment. The successful candidate will act as a subject matter expert, providing guidance and support to colleagues while helping to embed a culture of continuous improvement.
The Senior Specialist will:
- Manage and investigate complex complaints, quality issues and customer feedback in a timely, fair and consistent manner.
- Coordinate investigations with colleagues across NEBOSH to ensure responses are evidence-based and proportionate.
- Produce clear, professional and well-reasoned written responses to customers and stakeholders.
- Identify trends, recurring issues and root causes, recommending improvements to products, services and processes.
- Monitor complaint and quality data, producing reports and insight to support business decision-making.
- Support quality assurance activity and contribute to maintaining compliance with regulatory requirements.
- Develop and maintain guidance, processes and resources to support consistent decision making.
- Act as a point of expertise for colleagues dealing with complex customer concerns and quality issues.
- Build effective working relationships across departments to drive continuous improvement initiatives.
- Support the development and implementation of customer feedback mechanisms and reporting.
- Contribute to business projects and improvement activities that enhance operational effectiveness and customer experience.
We are looking for someone who can demonstrate:
- Excellent investigation, analytical and problem-solving skills.
- Strong written communication skills with the ability to explain complex decisions clearly and professionally.
- Sound judgement and the ability to make balanced, evidence-based decisions.
- Experience of handling complex complaints, quality issues or escalated customer concerns.
- Strong attention to detail and the ability to work accurately under pressure.
- The ability to analyse data, identify trends and use insight to drive improvements.
- Excellent organisational skills and the ability to manage competing priorities.
- Confidence in working collaboratively with stakeholders across different business areas.
- A customer-focused approach with a commitment to delivering fair and positive outcomes.
- Experience of working within a regulated environment or quality-focused role would be advantageous.
- A passion for continuous improvement and improving the customer experience.
At NEBOSH, you'll be part of a welcoming and supportive organisation whose work genuinely makes a difference around the world. We are committed to helping our colleagues develop, grow and succeed.
Benefits include:
- 25 days annual leave, increasing with service
- Generous pension scheme
- Private healthcare and cash plan
- Employee Assistance Programme
- Life assurance
- Cycle to Work scheme
- Hybrid working opportunities
- Ongoing learning and development opportunities
To apply, please submit your application by 3 September 2026
We look forward to hearing from you.
