Quality and Compliance Team Leader

Ref: Basingstoke - T4111

As Quality and Compliance Team Leader you will have a sound knowledge and experience of good quality practice and compliance with ISO9001:2015. You will demonstrate excellent people management skills and be able to build effective working relationships with, and gain buy-in from, colleagues at all levels.

A positive customer experience is the top priority in every action you take, promoting greater customer satisfaction, long lasting relationships and brand loyalty.

Promote excellent customer service at all times, be professional in all interactions whether internal or external

  • Be first point of contact for escalations from your Senior team members, and other teams in the absence of their Team Leader/Business Unit Manager
  • Manage team performance, development and escalations
  • Attend Buyer meetings (where appropriate to team) and produce stats for inclusion in weekly and monthly reports
  • Attend 'Meet the Buyer’ events, where required
  • Work closely with Sales team to ensure clear communication channels for requirements and support are met
  • Support strategic projects, where required
  • Support Training within the team of new products and product updates
  • Support Team Leaders in development of Team Leadership skills
  • Run regular team leader meetings in which opportunities for operational and quality improvement, development needs and opportunities can be discussed, and action plans created
  • Ensure all inbound customer calls are managed appropriately and in line with business KPI targets
  • Ensure all outbound customer call-backs are managed efficiently, accurately and within a timely manner
  • Audit staff in line with Quality team process and standard
  • Arrange monthly 1:1’s with team members and manage performance, development and sickness in line with company policy
  • Work with Quality team on staff audit results and feedback
  • Manage business KPIs on a daily basis, verifications, email inboxes, call backs, pause-times
  • Manage and distribute daily workload reports relevant to your team and keep clear statistics to show volume and completion status
  • Support other Team Leaders and Team Members with a positive attitude and willingness to achieve a high standard of working practice
  • Provide a quality Service to Customers in all interactions
  • Preparation and management of team performance stats spreadsheets, report where required
  • Adhere to the departmental Schedules and Standard Operating Procedures
  • Complete all Mandatory training within the timescales specified
  • Promoting the business Values at all times


  • Customer service experience in a similar role or senior capacity
  • It is essential to have excellent verbal and written communication skills
  • Ability to demonstrate previous success and experience in a similar function
  • Listening skills, to include empathy
  • Attention to detail
  • Positive, self-driven & results orientated
  • Reliable, tolerant and determined
  • Well presented, business minded with a clear focus, professional attitude at all times
  • Strong interpersonal and communication, collaboration skills, ability to work with others at different levels in the organisation
  • Strong problem-solving skills and people management skills
  • Strong team player with ability to pick up new systems and processes
  • Ability to plan personal work schedule and meet challenging deadlines
  • Ability to performance manage staff through positive KPI measurements

If you have not heard from a Consultant within 2 weeks then unfortunately on this occasion, your application has been unsuccessful

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