Im currently partnering with a fantastic, forward-thinking business thats looking to appoint a Head of Quality Assurance. This is a senior, hands-on leadership role where youll take real ownership of both Customer Experience and Quality Assurance. Youll play a key part in ensuring customers consistently receive an exceptional experience, while the business maintains the highest regulatory and quality standards. Youll be leading a small but experienced Customer Services team, working closely with senior stakeholders (including the CEO), and helping to drive continuous improvement across operations, systems, and processes. Its a role where your voice will genuinely matter. What youll be doing Customer Services & Operations Leading and supporting a small Customer Services team day-to-day Acting as the escalation point for more complex or long-standing customer queries Improving service processes, policies, and ways of working Supporting with order processing, stock management, pricing, and shipping when needed Creating reports and KPIs to track performance and identify opportunities Building and embedding a strong, service-led culture across the business Working closely with Sales and senior leadership on forecasting and planning Quality Assurance Taking ownership of quality standards across the business Monitoring processes and documentation to ensure compliance and consistency Acting as the main point of contact for all QA matters Driving continuous improvement across QA and operations Managing quality records, audits, and regulatory documentation Liaising with external auditors and quality bodies as required This role would be a great fit for someone who: Enjoys staying hands-on while also thinking strategically Can lead, motivate and develop a small team