At a Glance
- Tasks: Evaluate customer quality and operational processes to drive improvements and enhance service delivery.
- Company: Join Computacenter, a leading IT infrastructure services provider with a collaborative culture.
- Benefits: Fixed-term contract with opportunities for professional growth and a supportive work environment.
- Other info: Dynamic team atmosphere with a focus on teamwork and community.
- Why this job: Make a real impact on customer experience while working with data and innovative solutions.
- Qualifications: 3-5 years in quality analysis or operational performance monitoring; strong analytical skills required.
The predicted salary is between 40500 - 49500 £ per year.
Location: UK - Hatfield, UK - London | Job-ID: 219815 | Contract type: Fixed Term Contract | Business Unit: Business Operations & Administration
Life on the team
The Technology Sourcing Innovation (TSI) team set the system and process vision for Computacenter’s product business to ensure we delight our customers effectively through proven standard services, global best practice and efficient ways of working.
As a Customer Quality Manager, you will be responsible for evaluating the performance and effectiveness of end-to-end operational processes that impact customer quality, service delivery, and cost to serve etc; using strong process and system knowledge, including platforms like Salesforce and SAP, to focus on measurement, analysis, and insight rather than owning or designing processes. This is a 18 month fixed term contract.
What you’ll do:
- Review customer quality data and operational performance to spot trends, inefficiencies, risks, and improvement opportunities.
- Provide objective, data-driven recommendations to process owners, account teams, and leaders to support operational excellence, customer remediation, and continuous improvement.
- Monitor and evaluate how end-to-end operational processes work across the full customer lifecycle.
- Define and track KPIs, quality measures, service performance, and cost-to-serve impact.
- Assess process performance against customer commitments and quality standards.
- Identify inefficiencies, risks, control gaps, and performance variation.
- Measure and validate improvement impact before and after changes.
- Analyse customer quality data such as complaints, defects, rework, escalations, SLA breaches, and feedback.
- Prioritise improvement opportunities based on customer impact, risk, and cost, using a recommendation-focused approach.
- Review operational, financial, and customer data to identify trends and improvement opportunities.
- Create dashboards and reports to support governance and decision-making.
- Act as an objective advisor on process performance, validating effectiveness without owning redesign or implementation.
What you’ll need:
- Bring 3–5 years of experience in a similar role.
- Speak English fluently, with German or French as a plus.
- Bring experience in process measurement, quality analysis, or operational performance monitoring in complex, cross-functional environments.
- Have strong analytical skills and experience interpreting complex data to identify improvement opportunities.
- Are comfortable working with KPIs, quality metrics, performance dashboards, and customer impact measures.
- Understand end-to-end supply chain processes and cross-department dependencies.
- Have experience working with enterprise systems such as Salesforce and SAP.
- Engage stakeholders confidently and influence through clear communication.
- Can prioritise opportunities based on impact, effort, and business value.
- Are familiar with data visualisation tools such as Excel, Power BI, or Tableau.
- Have exposure to PRINCE2 or equivalent project management frameworks, with a focus on governance awareness.
- Bring a background in quality, operations, or customer experience environments.
- Understand quality methodologies and structured root cause analysis techniques.
- Are willing to travel when required.
About us
Computacenter is a leading independent provider of IT infrastructure services, with about 21,000 employees worldwide. We work at the heart of digitisation, advising organisations on IT strategy, implementing the most appropriate technology and managing our customers’ infrastructures. We offer a friendly, open working environment without too much fuss about hierarchy. We are looking for professionals with diverse competencies, personalities and strengths who want to live our shared value of teamwork and performance. Interested in joining a company with a strong sense of community? We’re growing. We’re hiring. We encourage. We empower. We support.
Customer Quality Manager employer: Computacenter AG & Co. oHG
At Computacenter, we pride ourselves on being an excellent employer, offering a dynamic work environment in Hatfield where collaboration and innovation thrive. Our Corporate Communications team is dedicated to fostering employee growth through diverse projects and continuous learning opportunities, ensuring that every team member can make a meaningful impact during transformative initiatives. With a strong commitment to inclusivity and support for all employees, including our Disability Confident Committed status, we create a workplace where everyone can excel and contribute to our shared success.
Contact Details:
Computacenter AG & Co. oHG Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Customer Quality Manager
✨Get Social with Customer Support Communities
Join customer support groups on platforms like Facebook or Reddit. They often share job openings or temp opportunities. Engaging with these communities can help you learn more about the specific skills and experiences employers are looking for, plus you'll meet folks who might know about openings at companies like Computacenter AG & Co. oHG.
✨Leverage Seasonal Hiring Trends
Since customer support roles can spike during busy seasons (think holidays and sales periods), keep an eye out for timelines when companies ramp up hiring. Make sure to apply early and stay active; sending a quick follow-up a week after applying can show your enthusiasm for the role.
✨Flex Your Communication Skills
In customer support, communication is key! Prepare for hypothetical scenarios that test your problem-solving and customer interaction skills. Practising answers to common role-play questions can really help you shine in interviews—trust us, it makes a difference!
✨Make the Most of Job Boards
Use industry-specific job boards like Glassdoor or Indeed to find temporary roles. Don’t forget to set up alerts for customer support positions at companies like Computacenter AG & Co. oHG. The earlier you apply, the better your chances, so keep your finger on the pulse!
We think you need these skills to ace Customer Quality Manager
Some tips for your application 🫡
Highlight Your Communication Skills:In customer support, top-notch communication is key. Make sure your CV showcases any previous experience where you’ve had to clearly convey information or resolve issues. If you’ve handled customer queries via email or chat, mention it! Let’s see those strong verbal and written skills shine through.
Showcase Problem-Solving Experience:Employers love to see how you've handled tricky situations. Include examples in your application where you’ve tackled customer concerns or had to think on your feet. It's all about proving you can keep cool under pressure and find solutions—something super important in a temporary customer support role!
Tailor Your Approach for Temporary Roles:Since this is a temporary gig, make sure your cover letter emphasises your flexibility and eagerness to dive right in. Mention that you're ready to hit the ground running and are adaptable to new tools or systems—this shows that you understand the urgency often needed in temporary positions.
Proof of Customer Satisfaction:If you’ve got any quantifiable achievements from past customer support roles, like improved customer satisfaction scores or successful project completions, make sure to include them. Numbers speak volumes! This not only shows your capability but also gives us a reason to believe you'll bring that same success to Computacenter AG & Co. oHG.
How to prepare for a job interview at Computacenter AG & Co. oHG
✨Master the Customer Interaction Game
In customer support, we need to showcase our people skills. Prepare for role-playing scenarios where you'll demonstrate how to handle difficult customers or resolve complaints. Think about the types of issues common in Computacenter AG & Co. oHG's industry and how you can respond empathetically and effectively!
✨Know Your Products Inside Out
For a temporary role, it's crucial to familiarize yourself with the products or services Computacenter AG & Co. oHG offers. Brush up on key features, common issues, and FAQs. This knowledge will enable you to respond quickly and confidently to customer queries, showing you’re ready to jump in at a moment’s notice!
✨Flexibility is Key - Emphasise Your Adaptability!
Since this is a temporary role, we're looking to convey how quickly we can adapt to new systems or processes. Be ready to share examples of how you've quickly learned new tools or adjusted to changing environments in past roles. Show them you're the go-to person when the pressure's on!
✨Prepare for Quick Conversational Q&A
You might face a rapid-fire round of questions about customer service principles or how you'd handle specific situations. To ace this, think through different customer scenarios ahead of time, and practice your responses to ensure they're concise and impactful. The aim is to demonstrate your quick thinking and problem-solving skills!
