HEAD OF QUALITY AND SERVICE
Seacon (SG) are seeking to recruit an experienced professional to head up their customer care, compliance and service contract areas of the business, based in Tilbury with regular visits to our Garston site.
The role will report direct to the CEO and will be responsible for ensuring service excellence, whilst complying with all industry regulations and standards.
We are looking for an experienced manager to take control of key areas, elevating them to the next level.
Key deliverables
* Responsible for driving and delivering internal and external KPIs and working with Department Heads to ensure quality improvement is on the agenda for all departments.
* Conduct regular quality audits of agreed measures, including production of CAPA reports for Department Heads aimed at implementing corrective actions to ensure ongoing compliance, with a particular focus on key accounts, warehouse and logistics.
* Develop and implement strategies to improve customer satisfaction and loyalty and foster a culture of continuous improvement and excellence.
* Identify and implement process improvements to enhance efficiency and departmental effectiveness.
* Develop a system to monitor feedback and address issues in a timely manner with a view to ensuring high levels of customer service through the delivery of exceptional service.
* Analyse available data to inform decision making process and collaborate with departments to streamline processes and procedures.
* Prepare regular reports for the senior management team on quality and customer care metrics, identifying trends and improvement areas, and providing workable recommendations.
* Collaborate and build strong relationships with internal and external stakeholders to ensure compliance with agreed deliverables.
* Manage the customer complaint process, ensuring all relevant employees are fully trained and aware of the established processes.
* Lead, mentor and develop the Key Account Team.
Experience
Degree or industry recognised qualification,
NEBOSH or similar desirable,
Exceptional IT and data literacy,
Experience of implementing ISO/QA standards,
Experience of working in warehousing/logistics/port environment,
Excellent interpersonal skills developed through managing multiple departments and stakeholders.
#J-18808-Ljbffr