I'm working with a growing, values-led business looking to appoint a Head of Client Services, Operations & Quality Assurance .
This is a hands-on, senior leadership role where youll take ownership of both Customer Services and Quality Assurance, ensuring customers receive an outstanding experience while the business continues to meet high regulatory and quality standards.
Youll lead a small but experienced Customer Services team, work closely with senior stakeholders (including the CEO), and play a key role in driving continuous improvement across operations, systems, and processes.
What Youll Be Doing Customer Services & Operations
Leading and supporting a small Customer Services team on a day-to-day basis
Acting as an escalation point for complex or long-standing customer issues
Improving customer service processes, policies, and ways of working
Supporting with order processing, stock management, pricing, and shipping where required
Building reports and KPIs to track team and service performance
Helping develop a strong service-led culture across the business
Collaborating with Sales and senior leadership to support forecasting and planning
Quality Assurance
Owning and maintaining quality standards across the business
Preparing for and supporting ISO and GDP-related audits (training can be provided)
Monitoring processes, outputs, and documentation to ensure consistency and compliance
Acting as the primary point of contact for all QA matters
Supporting continuous improvement initiatives across QA and operations
Managing quality records, audits, and regulatory documentation
Liaising with external auditors and quality bodies when required
Youll also sit on the Leadership Team, contributing to wider business decisions and strategy.
This role would suit someone who:
Has a strong background in Customer Services, Operations, and/or Quality Assurance
Is confident working at senior level and engaging with key stakeholders
Enjoys being hands-on while also thinking strategically
Is a natural problem-solver with a continuous improvement mindset
Can lead, motivate, and develop a small team
Is organised, detail-focused, and commercially aware
Sector experience in pharmaceutical, food, industrial, or similar regulated environments is highly desirable.
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