Certification Officer - Customer Service

This role is within the Seafarer Operations team which provides gold standard customer service to the seafaring community. The Seafarer Operations Team ensures the appropriate standards of seafarer training are maintained and that certificates and endorsements issued to seafarers and vessels comply with the relevant requirements while also providing a high level of customer satisfaction.

This is a customer facing role which supports seafarers through their certification journey, providing a class leading customer service along the way. The role ensures certificates issued to seafarers and shipping companies comply with the relevant legislative requirements and are issued accurately within our service level agreements.

Your responsibilities will include, but are not limited to:

• Answering telephone and email certification enquiries from seafarers, maritime colleges, and shipping companies, delivering excellent customer service.
• Reviewing physical and digital documents provided by seafarers applying for certification, assessing their eligibility against MCA and regulatory criteria.
• Assessing applications for oral examinations and issuing Notices of Eligibility (NoE) or Assessment (NoA), while providing clear feedback to those who do not meet requirements.
• Assessing and issuing Certificates of Competency (CoC), Flag State Endorsements (FSE), and other required certifications such as GMDSS and VTS.
• Maintaining high standards of certification quality, ensuring applications are processed accurately and in line with quality assurance processes.

For further information on the role, please read the role profile. Please note that the role profile is for information purposes only - whilst all elements are relevant to the role, they may not all be assessed during the recruitment process. This job advert will detail exactly what will be assessed during the recruitment process.