Certification Officer - Customer Service

Certification Officer – Customer Service

Maritime and Coastguard Agency is seeking a customer‑focused Certification Officer to support seafarers through their certification journey. This permanent role offers flexible workloads, Competitive pay, and full benefits.

Salary: £26,607 – Civil Service Pension 28.97%

Contract type: Permanent – Flexible working options

Role Overview

This role is within the Seafarer Operations team, ensuring certificates and endorsements issued to seafarers and vessels comply with regulatory requirements while delivering high quality customer service.

• Answer telephone and email certification enquiries from seafarers, maritime colleges, and shipping companies.
• Review physical and digital documents from candidates, assessing eligibility against MCA and regulatory criteria.
• Assess applications for oral examinations and issue Notices of Eligibility or Assessment, providing clear feedback to those not meeting requirements.
• Process and issue Certificates of Competency, Flag State Endorsements and other certifications such as GMDSS and VTS.
• Maintain high quality standards and ensure applications are processed accurately in line with quality assurance processes.

• Employer pension contribution of 28.97% of your salary.
• 25 days annual leave, increasing by 1 day each year up to 30 days.
• 8 bank holidays plus an additional Privilege Day for the King’s birthday.
• Staff discount portal access.
• Career development opportunities and eligibility for professional qualifications such as CIPD, Prince2, apprenticeships.
• Diverse and inclusive workforce and staff communities.
• 24‑hour Employee Assistance Programme.
• Flexible working options to support work‑life balance.

• Experience using Microsoft Office applications (Outlook, Word, Excel).
• Experience in a customer contact environment, delivering excellent service via phone and email.
• High attention to detail and commitment to quality.

Phone lines operate Monday‑Friday 8:15 a.m. – 5:30 p.m. The role requires rota coverage of opening hours, with variable start/finish times as business needs.

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Final date to receive applications: 11:55 p.m. on Sunday 4th January 2026.