External Governance and Quality Assurance Member

External Governance and Quality Assurance Member

We are seeking to appoint an External Governance and Quality Assurance Member to provide independent oversight of the Customer Service Excellence Certification Mark Scheme and its Authorised Assessment Bodies.

Remote / Home-based Closes 30 November 2026

The role will support consistency, impartiality and quality assurance across the Scheme and provide an independent route for the review of governance matters, including, where appropriate, concerns relating to the actions of the Certification Mark Holder. The role operates independently of Assessment Services Ltd's assessment delivery and certification activities.

About the Role

• Freelance / self-employed contractor position, undertaken on a remote / home-based basis.
• Approximately two days (16 hours) per quarter, undertaken flexibly according to operational need, with virtual attendance at meetings as required.

Key Responsibilities

The External Governance and Quality Assurance Member will:

• Undertake independent sampling of completed assessments and certification records.
• Review the quality, consistency and evidence base of assessment outcomes.
• Review alignment with the Customer Service Excellence Standard, Measurable Characteristics and governance requirements.
• Review the appropriate use of the Customer Service Excellence Certification Mark.
• Attend Authorised Assessment Body meetings where required.
• Provide independent challenge, advice, feedback and recommendations on governance and quality assurance matters.
• Undertake independent governance reviews where concerns arise, including where these relate to the actions of the Certification Mark Holder or where an actual or perceived conflict of interest may exist.
• Identify and report findings, risks, trends and opportunities for improvement.
• Provide independent findings and recommendations to the Customer Service Excellence Certification Mark Holder and Authorised Assessment Bodies.

Person Specification

We are seeking an individual with experience in areas such as quality assurance, audit, governance, compliance, certification, inspection or assessment, who can demonstrate:

• Strong analytical and report-writing skills.
• The ability to make objective, evidence-based judgements.
• The ability to operate independently and impartially.

Knowledge of Customer Service Excellence, experience of external quality assurance or certification schemes, and experience within the public, private, housing, education, healthcare or not-for-profit sectors would be advantageous.

Independence and Impartiality

Independence is fundamental to this role. The successful applicant must be able to act objectively and without bias, maintain appropriate confidentiality and avoid actual, potential or perceived conflicts of interest.

Applicants must not have had a professional relationship with an Authorised Assessment Body within the previous 24 months and must be able to demonstrate that they can undertake the role independently and impartially.