Quality & Certification Advisor

Tourism continues to be one of Northern Irelands most recognisable good news stories.

Tourism Northern Ireland is responsible for the development of tourism in Northern Ireland, supporting the tourism industry and for marketing the region as a tourist destination.

As a non-departmental public body of the Department for the Economy, the organisation works closely with other tourism bodies to help develop the visitor economy.

In 2023, almost two million overseas visitors chose to visit Northern Ireland, generating £1.2 billion in tourism expenditure.

Around 70,000 people work in the industry, which accounts for nine-per-cent of all jobs in Northern Ireland.

In addition, more than 70% of the jobs are located outside of the Belfast area, playing a critical role in breathing life into cities, towns and villages.

Going forward, the tourism sector is well placed to deliver a more sustainable, more productive, regionally balanced economy which can deliver good jobs.

Tourists increasingly want to engage with real life experiences which give them a sense of the culture and heritage of the places they are visiting, and Northern Ireland has that in abundance.

Across the North, there has been an unprecedented growth in authentic, local tourism experiences which give visitors the opportunity to explore the local way of life and engage with local people.

Tourism NIs consumer brand Embrace a Giant Spirit continues to go from strength to strength, encapsulating the spirit of the people, the warmth of the welcome and the authenticity of the visitor experience.

Tourism NI is also closely involved in the tourism elements of the City and Growth Deal Programmes which will be crucial in helping to secure more spend from international visitors to the island.

Looking ahead, this is a particularly exciting year for tourism in Northern Ireland with the return of The Open to Royal Portrush this summer.

Following The 148th Open in 2019, there has been ongoing investment in Northern Ireland particularly in the accommodation sector with a number of new properties and acquisitions including the recently opened Dunluce Lodge in Portrush.

Northern Ireland has now become an increasingly popular destination for the lucrative golf and luxury segments of the tourism market.

With 2025 now in full swing, there is certainly a lot to look forward to as Northern Ireland continues to showcase its world-class tourism offering.

QUALITY & CERTIFICATION ADVISOR

GENERAL RESPONSIBILITY

The overall purpose of this role is to provide support to the Quality & Standards team in delivering the Accommodation Certification Scheme and the Quality Grading Scheme.

The team works with businesses right across the tourism industry to undertake statutory inspections as specified by the Tourism (Northern Ireland) Order 1992 and Quality Grading assessments under Tourism Northern Irelands (Tourism NIs) Quality Assurance Schemes.

Whether a business is taking its first steps in the industry or seeking to mature an established business, the Quality & Certification Advisor will often be their main point of contact in Tourism NI.

The Quality & Certification Advisor will work on a one-to-one basis with businesses, from small self-catering properties to large guest houses, and visitor attractions. Advisors provide a quality verbal and written advisory service to businesses in the tourism industry, and encourage, motivate and help businesses to offer a quality visitor experience that will increase Northern Irelands competitiveness as a destination.

MAIN DUTIES

Delivery of Certification and Quality Grading Schemes

• Carry out Statutory Inspections on allocated tourism businesses to assess compliance with the Tourism (Northern Ireland) Order 1992 and ensure that the Quality & Standards unit reaches statutory inspection targets.
• Carry out Quality Assurance assessments and advisory services for tourism businesses to objectively assess the quality of facilities and customer service.
• Develop constructive working relationships with the tourism industry in a client executive role to support the aims of both schemes and Tourism NIs strategic goals and objectives.
• Meet with owners, managers and when requested, developers to advise on the development of their business in line with Tourism NIs Accommodation Certification and Quality Assurance schemes.
• Evaluate assessment results and provide high quality verbal and written feedback to business operators.
• Ensure all work – including reports, letters and emails – is accurate, professionally presented and with due consideration given to Freedom of Information (FOI)/ General Data Protection Regulations (GDPR).
• Become competent in the use of the Tourism NIs IT systems and submit inspection reports within ten working days of assessment.
• Provide evidence in the case of non-compliant premises to enable legal process to be followed and exhausted.
• Investigate complaints, produce responses and submit within ten working days of receipt.
• Plan an effective assessment schedule to ensure that the Quality & Standards (Q&S) Unit reaches statutory and quality assessment targets, and to keep travel and expenses to a minimum.
• Provide feedback from industry in relation to the statutory and voluntary schemes to ensure they remain up-to-date and fit for purpose.
• Communicate positively with colleagues and stakeholders to ensure that information is shared across the organisation.
• Support colleagues and the Unit Manager to ensure the unit activities are undertaken professionally, in an efficient and effective manner and in line with Tourism NI policies, procedures, values and behaviours.

Additional Duties

• Assist in the delivery of project work within the unit and across Tourism NI including representation at working groups and meetings.
• Contribute to the development and delivery of the Annual Unit Operating Plan, the achievement of targets and promote corporate values and behaviours within the Unit and across the organisation.
• Provide briefing material and draft responses and reports/e-mails as required by Tourism NIs Executive Leadership & Senior Management Teams/Management/ Employees, the Board, the Department for the Economy, the NI Assembly, members of the tourism industry and the general public within specified timelines, in an appropriate and professional format.
• Ensure that Unit processes adhere exactly to the Financial Procedures Manual.
• Attend training as and when required and keep abreast of current and projected developments in your area of work.
• Maintain, store and dispose of Unit records in accordance with Tourism NIs policy including the use of record management systems including Microsoft Teams and SharePoint.
• Become competent in the use of Tourism NIs IT systems. Training will be provided as part of the job.
• Any other relevant duties required by Tourism NI management.

This Job Description has been written at a time of organisational change and it will be subject to review and amendment as the demands of the role and the organisation evolve.

The job holder is therefore required to be flexible, adaptable and aware that they may be asked to perform tasks, duties and responsibilities which are not specifically detailed in the job description, but which are commensurate with the role and/or grade appointed or present an opportunity for development.

PERSON SPECIFICATION

ESSENTIAL CRITERIA EDUCATION, QUALIFICATIONS & EXPERIENCE

Option 1

1. A Level Passes in two subjects; and English and Mathematics at Level Two or equivalent (e.g. GCSE Grade C) as detailed in the qualification framework (see overleaf).

AND

2. A minimum of 2 years experience in a customer/client facing role.

ESSENTIAL CRITERIA – Personal Effectiveness

The Job Holder will possess a strong standard of:

1. Communication and influencing skills.
2. Analysing complex information and making effective decisions.
3. Report writing skills and an ability to write or adapt style to suit the audience.
4. Organisational and time management skills.
5. Working on own initiative and taking the lead where necessary within a team environment.

ADDITIONAL INFORMATION

This is not an exhaustive list of duties and requirements. The nature of the organisation is such that it must respond to the dynamic environment in which it operates and the nature of duties, tasks, knowledge and skills required for this post will evolve and change in time. The Job Holder is expected to adapt to these changes and develop the role as a result.

Applicants may also need to possess a current driving licence and use of a car for business purposes or have access to a form of transport which will permit the applicant to meet the requirements of the post in full.

EQUALITY STATEMENT

Tourism NI is committed to equality and will comply with the Section 75 of the Northern Ireland Act (1998) statutory duties which requires designated public authorities to have due regard to the need to promote equality of opportunity in relation to the nine equality categories and to have regard to the desirability of promoting good relations between persons of different religious belief; political opinion; and racial group.

The Disability Discrimination Act (1995) Section 49A requires designated public authorities to have due regard to the need to promote positive attitudes towards disabled persons, and to the need to encourage participation by disabled persons in public life.

FOR FULL APPLICATION PACK PLEASE VISIT CLICK APPLY BELOW

COMPLETING APPLICATIONS

Those wishing to apply you should submit a completed application via GetGot no later than Monday 28th July at 12 noon.

CVs will not be accepted as a substitute/supplement to the application form.

TOURISM NI IS AN EQUAL OPPORTUNITIES EMPLOYER