Quality & Compliance Lead – ISO, Audits & Improvement in Aylesford

The Quality Control & Compliance Manager ensures high standards and compliance with all regulatory, statutory, and internal requirements. The role leads quality auditing, reporting, and data analysis to drive continuous improvement. You will manage customer feedback and complaints, ensuring effective resolution and clear communication across the business to protect the brand. The role also oversees ISO certifications and coordinates internal and external audits to keep processes compliant and up to date.

Responsibilities

• Develop and establish the company's quality & Aftersales Processes, standards and specifications.
• Oversee warranty claims to ensure we meet customer requirements whilst being commercially minded.
• Analyse trends in product issues, NPS feedback etc to identify key areas of improvement across processes and product.
• Monitor and evaluate the effectiveness of implemented changes to ensure sustained improvement.
• Ensure the company maintains competitive performance through continuous quality improvement.
• Work closely with the purchasing department to establish quality requirements from external suppliers.
• Set and maintain quality control and health & safety standards across the business.
• Oversee and carry out (when required) physical quality checks of products in the warehouse.
• Organise 3rd party pre‑shipment audits and review the reports.
• Develop, maintain, and continuously improve quality controls and documentation procedures.
• Review existing policies and recommend improvements, including practical implementation steps.
• Collect and analyse performance data, produce statistical reports, and identify improvement opportunities.
• Liaise with colleagues across the wider business in identifying and providing training, tools and techniques to enable others to meet quality standards.
• Lead and develop the Aftersales and Quality Control teams, including specialist upholsterers.
• Perform physical quality inspections of products within the warehouse.
• Communicate recurring quality and operational issues to relevant stakeholders, ensuring clear visibility and timely resolution.
• Undertake additional duties as required to support departmental and business objectives.

Compliance

• Lead and manage all ISO certification activities across the organisation, including conducting internal audits.
• Take accountability for creating both long‑term and short‑term H&S plans to ensure there are no illegal activities occurring across the business.
• Conduct internal interviews and compliance assessments across departments to verify adherence to regulatory standards.
• Educate employees and partners through H&S meetings on how to improve compliance.
• Examine and improve auditing processes to resolve compliance issues fast or prevent them entirely.
• Host internal meetings with employees to address any concerns that they may have about ethical and compliance matters within a department or industry.
• Promote a culture of compliance excellence and operational efficiency across the organisation.
• Manage and maintain all risk assessments and method statements (RAMS).

Requirements

• Degree in Quality Management or related field.
• Strong knowledge of ISO standards (particularly ISO 9001 & ISO 14001) with proven experience leading internal and external audits.
• Demonstrated experience in managing compliance frameworks and implementing Quality Management Systems within an integrated management system.
• Commercially minded with a practical, process‑driven approach and a focus on continuous improvement.
• Strong analytical skills with the ability to interpret data, identify trends, and drive improvements, with excellent attention to detail.
• Excellent IT skills, including Microsoft Office (Outlook, Excel) and data analysis tools.
• Proven leadership experience, including managing teams, conducting appraisals, performance management, and handling disciplinaries and grievances.
• Ability to lead, support, and develop team members, including training junior staff and delegating effectively.
• Strong communication skills, both written and verbal, with the ability to collaborate across the business.
• Proactive problem‑solver with a flexible, can‑do attitude and ability to meet tight deadlines.
• Willingness to undertake some physical tasks (manual handling training provided).

You embody our company people values: Teamwork, Committed, Ownership, Positive, Responsive.

Benefits

• We were proudly featured in The Sunday Times as one of the Best Places to Work 2024 & 2025.
• Competitive pay.
• Pension scheme.
• Healthcare Cash Plan – claim for medical expenses, dental or optical services, and access to discounts.
• 23 days annual leave + UK bank holidays.
• Extra day's leave for your birthday.
• All new starters – we will plant a tree in your honour.
• Sustainability‑focused – committed to reducing environmental impact through low‑carbon operations, renewable energy, and recycled materials.
• Regular team socials and events, including summer and Christmas parties, football and netball teams, and other ad‑hoc events.
• Monthly pizza Friday.
• Enjoy free fruit, snacks, hot drinks, and cold beverages.
• Employee referrals bonus scheme.
• Access to our Learning & Development platform with a wide range of online courses, certifications, and professional development tools.
• High‑quality office environment.
• Free onsite parking within walking distance from the train station.

We are an equal opportunities employer. We welcome applications from all suitably qualified persons. We are committed to preventing modern slavery and ensuring fair recruitment practices.