Job Description

Job Title:

Quality Manager

Overview

We are seeking a proactive and customer-focused Quality Manager to lead our Customer Care, Quality Control, and Certifications departments. While the role oversees multiple functions, it is predominantly cantered on managing customer complaints, ensuring exceptional aftercare, and driving improvements based on customer feedback. The ideal candidate will be passionate about enhancing the customer experience, skilled in identifying root causes, and committed to continuous improvement across the business.

Key Responsibilities

Customer Care & Complaints (Primary Focus)

Lead the Customer Care team to deliver exceptional service and timely resolution of customer issues. Oversee the end-to-end complaints process, including intake, investigation, communication, and closure. Ensure all complaints are handled professionally, empathetically, and in line with company values and service standards. Identify trends and recurring issues within complaints and service feedback. Implement corrective and preventive actions (CAPAs) to eliminate root causes and strengthen customer satisfaction. Develop and maintain aftercare strategies that support customer retention and long-term satisfaction. Monitor communication quality and provide coaching and training to customer-facing staff. Take a hands-on approach within the Customer Care function by supporting the team with answering calls, responding to emails, and assisting with day-to-day tasks whenever needed.

Review & Reputation Management

Drive initiatives to increase positive customer reviews on major review platforms. Monitor online reputation and manage responses to reviews where appropriate. Collaborate with marketing and operations teams to improve brand perception and customer engagement.

Quality Control & Certifications (Secondary Focus)

Run Quality Control and Certifications department to ensure we have gained the correct accreditations and maintain a high level of quality across all areas of our business. Ensure products and processes meet required quality standards and comply with industry certifications. Support audits, maintain documentation, and ensure certification requirements are met. Collaborate with operational teams to ensure quality standards are embedded throughout all processes.

Continuous Improvement

Use customer insights, complaint data, and quality findings to recommend and implement process improvements. Develop and report on KPIs related to customer satisfaction, complaint resolution, and quality performance. Champion a culture of improvement, accountability, and positive customer experiences across the organisation.

Skills & Qualifications

Proven experience in customer service, customer care management, or quality management (experience in complaint handling essential). Strong leadership skills with the ability to motivate and develop teams. Excellent communication, conflict-resolution, and problem-solving abilities. Analytical mindset with experience using data to drive decisions and improvements. Highly organised with a focus on delivering consistent, high-quality outcomes. Ability to collaborate effectively across multiple departments.
Job Type: Full-time

Pay: From 27,500.00 per year

Ability to commute/relocate:

East Grinstead RH19 4ET: reliably commute or plan to relocate before starting work (preferred)
Work Location: In person