Overview
A wonderful opportunity to work within the product quality team. This role comprises being responsible for collecting and logging all product quality feedback across all areas of the business. Following product quality investigations as they happen and making sure all progress and outcomes are documented and communicated to appropriate stakeholders.
Issue logging: Serve as the primary intake point for receiving all credit requests from both UK stores and international markets. Log each request promptly, assign a unique identifier for tracking and maintain the log with current status updates on credit decisions, investigation progress, findings and completed corrective actions. This also includes managing a shared image drive by organising and categorising all accompanying product images for efficient reference. Communication: Communicate credit decisions to appropriate teams in a timely manner. Summarise: Compile concise summaries of all accepted quality‑related credit requests on a fortnightly basis and share them with the production rooms. Data centralisation: Process weekly and monthly reports from Customer Care and Customer Services, ensuring that these are centralised in the designated logs, ensuring that each entry contains adequate, structured information necessary for in‑depth quality analysis. Finished product quality checks: maintain retention samples, shop returns, stability testing, spot checks, documentation. Product library: oversee organisation, maintenance and rotation, ensuring accessibility and accuracy. Other administration duties, including quality management systems, raw material and quarantine.
Responsibilities
* Collect and log all product quality feedback across all areas of the business.
* Follow product quality investigations as they happen and document and communicate progress and outcomes to stakeholders.
* Serve as the primary intake point for credit requests from UK stores and international markets, log requests, assign identifiers, maintain status updates.
* Manage the shared image drive, organising and categorising product images.
* Communicate credit decisions to appropriate teams timely.
* Compile fortnightly summaries of accepted quality‑related credit requests and share with production rooms.
* Process weekly and monthly reports from Customer Care and Customer Services, centralise logs, ensure structured entries for quality analysis.
* Initiate and locate retention samples for quality issues or investigations requiring physical product references.
* Maintain product list and liaise with Customer Services to action monthly shop returns schedule, handle ad‑hoc product sample return requests.
* Conduct stability testing and regular product checks on upcoming products and spot checks of stock based on quality defect trends.
* Keep records and documentation, including images, of these checks.
* Oversee organisation, maintenance and rotation of the physical finished product library.
* Perform other administration duties such as quality management systems, raw material and quarantine duties.
Qualifications
* Good understanding of the manufacturing rooms and products made in each area.
* Strong administrative skills and confidence communicating with all areas of the business.
* Proficiency in Google Sheets / spreadsheets.
* Experience with Power BI is desirable; training will be provided.
* Passion for product quality.
* Sociable and friendly personality.
* Ideal working hours: 6am‑2pm, 7am‑3pm or 8am‑4pm.
* Qualifying period/hours required.
Benefits
* 6 months of full pay for parental leave (primary caregiver must qualify for SMP).
* Enhanced paternity leave.
* Bonus scheme.
* Day off for weekday birthdays.
* Holiday purchase scheme.
* 50% discount on Lush products and spa treatments.
* Cycle to work scheme.
* Discounted rail and bus season tickets.
* Employee assistance programme.
* 10% employee owned: all colleagues play a role in protecting our ethics, independence and share in rewards.
* Wellbeing & mindfulness sessions.
* Access to employee‑led Community Networks: Disability and Chronic Illness, Family Support, Global Majority (Race and Ethnicity), LGBTQIA+, Menopause and Neurodiversity communities.
* Tailored gender‑affirming care.
* Living Wage Foundation commitment: accredited Living Wage employer with fair pay and ethical practices.
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