Quality & Process Officer

At Marston Holdings, we deliver market-leading, technology-enabled solutions that support government, utilities, and private sector organisations across the UK. Through organic growth and strategic acquisitions, we have built a diverse business focused on delivering end-to-end services from implementation through to management and recovery.

We are looking for a detail-oriented and proactive Quality & Process Officer to join our Customer Care team. Reporting to the Quality & Process Team Leader, you will play a key role in maintaining high standards of quality, compliance, and operational consistency across customer interactions and processes. This role is ideal for someone with experience in quality assurance within a customer service environment who enjoys analysing performance, identifying trends, and supporting continuous improvement initiatives.

You will be responsible for:

• Monitoring customer interactions, conducting audits, maintaining audit-ready documentation, and supporting process and system improvements, including user acceptance testing (UAT) activities.

Key Responsibilities

• Monitor and evaluate customer interactions across multiple channels to ensure quality and compliance standards are achieved.
• Conduct call and case audits in line with regulatory, contractual, and internal requirements.
• Deliver clear, objective, and constructive feedback based on quality findings.
• Identify trends, risks, and improvement opportunities through quality analysis.
• Maintain accurate, audit-ready records and ensure a complete feedback loop from identification to resolution.
• Escalate significant quality or compliance concerns in line with governance procedures.
• Support continuous improvement initiatives and process enhancements.
• Assist with process documentation, operational guidance, and quality resources.
• Support implementation of new processes and systems, including UAT testing and rollout activities.
• Build strong working relationships across teams and promote a culture of consistency and continuous improvement.
• Use internal systems effectively for reporting, recording, and analysis.
• Deputise for the Quality & Process Team Leader when required.

About You

• Experience in a Quality Assurance or quality-focused role within a customer service environment.
• Strong understanding of quality frameworks, auditing processes, and regulatory requirements.
• Excellent analytical skills with strong attention to detail.
• Confidence delivering structured and constructive feedback.
• Experience supporting process improvements or system implementation activities (including UAT testing) is desirable.
• Strong written and verbal communication skills across all levels.
• Excellent organisational and documentation skills with the ability to maintain audit-ready records.
• A proactive and positive approach with a customer-first mindset.
• Good working knowledge of Microsoft Office 365 and CRM/case management systems.
• A commitment to confidentiality, data protection, and information security.

What We Offer

• Hybrid Working Model.
• Healthcare cash plan.
• Lifestyle benefits including retail, travel, and wellbeing discounts.
• Life insurance (Death in Service).
• 25 days holiday plus bank holidays.
• Cycle to work Scheme.
• Apprenticeship and upskilling opportunities.

Why Join Us?

At Marston Holdings, you’ll be part of a collaborative and supportive environment where your ideas and contributions are valued. We are committed to developing our people, improving our services, and creating opportunities for career growth across the business. If you are passionate about quality, continuous improvement, and delivering exceptional customer experiences, we would love to hear from you.

New starters will be subject to clearance through the Disclosure and Barring Service and a County Court Judgment check. In addition, the post holder is expected to keep the Company updated if their personal circumstances change. We are an equal opportunity employer, which means we'll consider all suitably qualified applicants regardless of gender identity or expression, ethnic origin, nationality, religion or beliefs, age, sexual orientation, disability status or any other protected characteristic. We recruit and develop our people based on merit and their passion for creating better outcomes, and we're committed to creating an inclusive environment for all employees.