We are seeking a Customer Service & Quality Manager to join our team in Bridport, UK. This role is focused on maintaining the UKAS accredited quality management system, customer coordination, operational oversight, and quality-driven process management.
You will play a key role in ensuring customers receive what they need while supporting internal teams through strong documentation, procedural consistency, and day-to-day operational execution.
This is a high-visibility, high-ownership opportunity for someone with a background in a regulated or engineering-driven environment who is ready to step into a role with meaningful impact.
Key Responsibilities
Customer Coordination & Service Quality
- Serve as a key point of coordination to ensure customers receive timely, accurate, and well-supported service
- Communicate cross-functionally to ensure customer expectations, internal deliverables, and operational requirements remain aligned
- Represent SSA professionally in all customer-facing interactions
Quality & Compliance Management
- Learn and maintain the UKAS ISO17025 Quality Management System and lead quality audits
- Review paperwork, documentation, and internal outputs to maintain consistency and operational quality
- Support compliance-focused activities by maintaining procedures aligned with required standards
- Maintain SOPs, work instructions, and process documentation to meet audit-driven requirements
Operational Oversight
- Partner with engineering and office staff to organise priorities, track needs, and keep operations running smoothly
- Identify and implement process improvements to support a more efficient, self-sufficient operating model
- Assist with business integration efforts by quickly learning the operation and stabilising workflows during transition
What Success Looks Like
- Customers receive timely, accurate service with clear and consistent communication
- Documentation and quality standards are consistently maintained and audit-ready
- Operational workflows run smoothly with measurable improvements over time
- Engineering and office teams are well-supported and working cohesively
- Business integration milestones are achieved efficiently during periods of transition
Qualifications & Skills
Core Competencies
- Strong organisational skills with the ability to manage competing priorities
- Proactive, hands‑on approach with the ability to operate effectively in a smaller, fast-moving team
- Confidence working with both technical and non-technical teams
- Strong written and verbal communication skills with a focus on clarity and follow-through
- High sense of ownership with the ability to lead projects and take responsibility for business‑critical tasks
Technical Skills
- Ability to review, interpret, and maintain process documentation, SOPs, or work instructions
- Familiarity with quality, compliance, and audit-driven environments
- Exposure to Lean, continuous improvement, or process optimisation methodologies is highly valued
Experience
- Quality system management, SOP writing, and quality audits, ideally in ISO7025 or ISO9001 (required)
- Experience in customer success, service coordination, operations, or similar roles (required)
- Background in an engineering, manufacturing, or regulated environment where documentation accuracy is critical (required)
- Demonstrated ability to lead projects, coordinate across functions, or take ownership of operational improvements
Education
- Bachelor’s degree in Engineering, Operations, Manufacturing, Business, or a related field (preferred)
Work Environment & Expectations
- Monday to Friday, standard full-time hours
- Primarily office-based at our Bridport facility with cross-functional team collaboration
- High standards for documentation accuracy, professionalism, and accountability
- Team-oriented culture with close collaboration across engineers and office support staff
- Must be able to reliably commute to or relocate near Bridport, before starting
- Right to work in the United Kingdom (required)
