Director of Academy, Standards and Quality

Director of Academy, Standards & Quality

London (UK Travel required)

Competitive salary


The Institute of Customer Service Academy is a centre of excellence providing end-to-end delivery, support and solutions for customer service development and retention. Providing end-to-end delivery and support services underpinned by nationally recognised customer service standards. The dedicated team of experts consistently deliver tangible benefits to organisations seeking to improve individual skills and organisational performance linked to service excellence. 

We are looking for a Director of Academy, Standards & Quality to join our team at this exciting time.

In this role you will provide strategic direction to the Academy, Standards and Quality Directorate to ensure that The Institute is seen as setting and upholding customer experience standards and delivering best practice in learning and development business solutions. In this role you will lead The Academy as a profitable business unit and deliver revenue, profit and quality targets across business streams. Lead on the quality and standards of The Institute’s propositions and ensure these are delivered to the highest standards and agreed quality frameworks in order to protect The Institute’s profile, reputation and position as the professional body for customer service.


To be successful in this role you will need strategic vision and agility with the ability to think strategically, anticipate future consequences and trends, and incorporate them into the organisational plan. You must be results-driven with a proven track record of exceeding goals and a bottom-line orientation

You’ll demonstrate evidence of having the ability to consistently make good decisions through a combination of analysis, wisdom, experience, and judgment


In return we offer a unique opportunity to be part of an amazing organisation that has a real impact on UK PLC, with a competitive salary and benefits package.

For further information please contact the HR department at [email protected]

To apply please send your CV and supporting statement to [email protected]

Application process

Closing Date:                          13th August 2017

First Stage interview:              w/c: 21st August 2017

Second Stage interview:         w/c: 28th August 2017

Final stage interview:  w/c:      4th September 2017

To view the Candidate Information pack, please click here