Kentec Electronics Ltd, during the last 40 years, has expanded into a major worldwide manufacturer of independent fire control panels.
Over time, the Kentec brand has become known for its top-quality products, outstanding service, and exceptional support. Headquartered in Dartford, Kent, Kentec has established itself as a global leader, supplying control equipment to more than 90 countries across the world in multiple languages. As part of the Hochiki Corporation – one of the world’s most established and respected fire detection and life safety manufacturers, with over 100 years of history – Kentec is proud to have been a valued member of the Hochiki family for the past 13 years. This partnership has strengthened our position in the global market, enabling us to deliver world-class fire control panel solutions backed by decades of innovation, quality, and reliability. Our shared values and long-standing collaboration continue to drive progress, excellence, and customer trust across the industry.
The main purpose of the job is to serve as the focal point for all customer-related matters, ensuring effective resolution and continuous improvement in customer satisfaction. In addition, the role involves spearheading cross-functional teams and overseeing the Quality team’s development, all while maintaining strict compliance with international standards and organisational policies. Through data-driven analytics and robust reporting, the position aims to elevate operational efficiency and promote a culture of quality across the organisation.
Role and Responsibilities
* Serve as the principal point of contact for all customer-related issues, ensuring prompt and effective resolutions.
* Accountable for the optimisation and maintenance of the customer complaints procedure, whilst quantitatively tracking both negative and positive trends against established performance indicators.
* Actively contribute to the organisation’s audit framework by identifying non-conformities and proposing robust corrective measures.
* Leverage data analytics and empirical evidence to identify and act upon areas for organisational improvement.
* Spearhead multi-departmental teams to guarantee that components, processes, and associated documentation align with client expectations and stipulated timelines.
* Facilitate the professional development of the Quality team by identifying and addressing educational requirements pertinent to the successful achievement of individual and collective objectives.
* Possess exceptional skills in compiling comprehensive reports and administering complex tasks with high levels of efficiency.
* Exhibit a high standard of computer literacy, encompassing a wide range of software and systems.
* Demonstrated ability to communicate effectively across various levels of the organisation, fostering an environment of collaboration and mutual respect.
* Well-versed in ISO9001, ISO14001, product compliance standards, and relevant legislation
Skills, Experience and Person Specification
* A minimum of 2 years of experience in a customer-facing role within a quality management environment.
* Demonstrated experience in process optimisation and team leadership.
* Prior experience in implementing or sustaining ISO9001 and ISO14001 systems.
* Exceptional interpersonal and communication skills, both written and verbal.
* Strong analytical abilities with experience in data analytics tools and reporting.
* Advanced computer literacy, proficient in Microsoft Office Suite and other business software.
* Certifications in Quality Management Systems (e.g., ISO 9001) are highly desirable.
Job Specifics
* Working hours: Monday: 08:30-17:00, Friday: 08:30-16:00
* 24 days holiday
* Leave one hour earlier than your contracted finish time every Friday (will be paid)
* Free Parking
* Enhanced workplace pension scheme
* Enhanced parental leave
* Employee Assistance Programme
* Unlimited access to 24/7 GP and wellbeing experts (Smart Health)
* Financial well-being scheme (Salary Finance)
* Employee Referral Scheme
* Long service awards
* Free Mental Health First Aid courses (M.H.F.A.)
* Life Assurance
* Cycle to work scheme
* Internal Training
* Company Events
* Employee benefits, discounts and perks (Rewards Gateway)
* Volunteer with a charity of your choice for a day each year
* Get the latest tech at the best price and spread the payments over your salary, interest-free (SmartTech)
Ready to Apply?
To apply for the role, or to find out more, please email Juani.Gomez@kentec.co.uk
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