I'm currently partnering with a fantastic, forward-thinking business that's looking to appoint a Head of Quality Assurance.
This is a senior, hands‑on leadership role where you’ll take real ownership of both Customer Experience and Quality Assurance. You’ll play a key part in ensuring customers consistently receive an exceptional experience, while the business maintains the highest regulatory and quality standards.
You’ll 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. It’s a role where your voice will genuinely matter.
What you'll 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
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