Quality & Service Administrator with ref. J34923

I am working with an established and forward thinking manufacturing business in their search for a Quality and Service Administrator on a permanent full time basis.

If you have experience working in a busy Customer Services department, dealing with complaints and playing a key part in seeking resolutions, this could be the perfect role for you!

In this role you will take the lead in the quality and service delivery of the business, ensuring that complaints are dealt with appropriately and any processes are reviewed as required.

Duties will include:

•Own and lead the Complaints Process, liaising externally with customers and channel partners and internally across multiple departments to record, review, resole and report complaints.
•Coordinate initial complaint responses
•Allocate complaints to relevant areas of business
•Work closely with area leads, ensure thoroughness of investigation and identification of Corrective and Preventative Actions (CAPA)
•Review proposed CAPAs to ensure implementation and effectiveness
•Close complaints both externally with final communications back to customers and channel partners and internally in SAP
•Hold appropriate meetings with area leads to provide and review complaint trend data to support continuous improvement
•Maintain and report on complaint KPIs and Quality & Service data using SAP dashboard
•Work with ICT on complaint process improvement opportunities

The candidate profile:

•Thrive on working in a busy office environment with a key focus on customer service
•A minimum of three years working in a customer service environment
•A confident and proactive communicator via telephone and e-mail
•A good team player
•Flexible and adaptable to meet the demands of this busy role
•Friendly and professional
•Well organised and have the ability to work efficiently to meet deadlines

Additional Information:

•Hours: Monday to Friday 08:30-17:00
•Employment Type Permanent
•Salary - £25,000
•Location Stowmarket, Suffolk

If you are interested in being considered for this vacancy send your CV through to Paige today or call the office to discuss in more detail.

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