Quality Manager in Hounslow

Freightserve recruitment are looking for a Quality Manager for a fast growing Courier / ECommerce company based in the Heathrow area. The role can offer Hybrid or fully remote if needed.

The Company is redefining cross border eCommerce delivery. Built by logistics experts frustrated by the limitations of traditional providers, they combine deep operational expertise with exceptional customer service to help retailers deliver to over 200 countries, including complex and underserved markets. The Company has seen huge revenue growth over the past two years and have won several industry awards.

The Role

Quality defines what they do as a business and the Quality department is an integral part of the organization. They are the eyes and ears on service, noticing any issues in the operation and carrier partners, and are the central point for communication of these issues to stakeholders internally and externally. They are searching for a Quality Manager to be responsible for overseeing the day-to-day management of our service quality, and the team members in the Quality department. Using both technical expertise and leadership skills, you will ensure that the clients’ valued parcels are delivered safely and securely, on time, every time.

Key Responsibilities:

• Data analysis of performance, broken down into each step of the parcel journey, identifying trends and areas for improvement.
• Ownership of business-wide communications involving performance impacts, ensuring they are regularly updated and resolved in a timely manner.
• Develop and introduce new ways to innovatively manage the quality of their service, improving service visibility across the business and efficiency within the Quality team.
• Effective and efficient cross-departmental collaboration, implementing improvements to drive performance.
• Act as an escalation point for the team members of the Quality department, supporting them during their day-to-day roles.
• Conduct monthly 1:1’s, empowering, coaching and mentoring the team to achieve personal and company goals.
• Prioritise and schedule the team’s weekly workload, including management of the shared inbox, and ensure tasks are completed within the expected timeframes.
• Manage annual leave and overtime, ensuring adequate cover is always maintained.

Experience & Skills:

• Strong knowledge of cross-border logistics solutions, ideally with experience managing one or more elements of the supply chain.
• A detailed understanding of the elements that make up a cross-border ecommerce solution, from collection from the retailer, through different transport methods, to consignee delivery.
• Proactive problem solver who takes ownership of issues through to resolution, in a highly organised and detailed way, with care for quality and accuracy.
• Ability to lead and manage a large and varied team, enabling them to perform at their best.
• Adaptable and resilient to change, with the ability to reprioritise where needed and bring others on the journey.
• A confident and clear communicator, with excellent interpersonal skills for collaborating with internal and external stakeholders, as well as for documenting and presenting issues and improvements to service.
• Someone who takes initiative and thinks outside the box, has a willingness to learn and get involved no matter the task.