Claire Newton, as our Onboarding External Quality Assurer, now leads the application approval process for centres offering qualifications and assured courses, with the support of the other members of our small but dedicated Onboarding Team.

As part of the approval process, Claire meets with centres to discuss NOCN requirements for becoming an approved centre, offering tailored support and ensuring the onboarding process meets each centre's specific needs. This involves evaluating what centres already have in place, identifying any gaps and offering information, advice and guidance to ensure centres are set up for success from the very beginning. Claire ensures the onboarding process remains within our SLA while also delivering greater value thanks to having a dedicated resource in place.

As one of the first interactions centres have with NOCN Group, we must get it right – and Claire does just that. Claire has consistently received positive feedback from a variety of centres:

“Thank you for your kind email and for following up so promptly. I really do appreciate both you and Liz reaching out to provide support. It's very reassuring to know that we have that guidance available as we work through this transition. [...] Your continued oversight and guidance are very much appreciated. Thanks again for your ongoing support, it's a big help during what is quite a detailed piece of work.”

Sarah Graham, CEO at Skills4Stem

“Thank you so much for your time today. It was insightful and helpful to have this call.”

Amy Stevens, Managing Director at Industry Skills Hub

“So lovely to meet you today. As discussed, I have updated the following information and have attached it for reference. Thank you for all your recommendations for our centre, also. I have found it to be very worthwhile.”

Eve Livett, Chief Executive Officer at the National Masonry Association

Claire's role exemplifies how customer service can be a fulfilling and impactful career. Her work not only supports centres through a critical stage of their journey with NOCN Group but also demonstrates the value of specialised customer service roles in education and quality assurance. By combining technical expertise with a genuine commitment to helping others succeed, Claire shows how customer service professionals can build meaningful careers that make a real difference – not just to customers, but to the broader sector.

Find out more about Productivity, Growth and Innovation as part of National Customer Service Week here.