Head Of Quality

Description:

Jackson Hogg are proud to be exclusively supporting one of our long standing manufacturing clients on a Head of Quality position, newly created to develop the Quality team across multiple locations within the UK.

This position will require travel across the UK to other sites.

The Head of Quality will be responsible for leading and embedding a comprehensive, end-to-end quality strategy across the organisation—covering production quality, product quality, and customer-facing quality and care functions.

This role ensures that quality is proactively designed into products and processes, while also delivering an outstanding customer experience across all touchpoints. It drives a shift from reactive issue resolution to a customer success model, where insights from complaints, performance data, and customer feedback are leveraged to continuously improve products, services, and operational performance.

Head of Quality Responsibilities

* Define and implement a company-wide quality and customer excellence strategy aligned to business objectives.

* Lead, develop and embed a culture of right-first-time, continuous improvement, and customer-centricity.

* Provide leadership across production, product quality and customer care teams, ensuring alignment of priorities and standards.

* Act as the senior escalation point for critical quality and customer issues.

* Ensure robust quality systems and governance are in place across manufacturing and product lifecycle.

* Oversee adherence to specifications, engineering standards, and regulatory requirements.

* Drive root cause analysis (RCA), corrective and preventative actions (CAPA) and verification of effectiveness.

* Monitor and improve key quality metrics (defects, scrap, cost of poor quality, audit performance).

* Partner with engineering and production teams to design out quality issues and improve process capability.

* Lead the customer care and quality interface, ensuring professional, timely and effective resolution of customer concerns.

* Own the end-to-end complaints management process, including escalation, investigation, communication and closure.

* Act as primary customer quality contact, including site visits (UK and international) where required.

* Ensure clear, consistent and transparent communication with customers to build trust and long-term relationships.

* Embed service standards and quality expectations across all customer-facing functions.

* Evolve the function from reactive complaint handling to a proactive customer success model.

* Use customer insights, data and trends to identify improvement opportunities across products and services.

* Lead cross-functional improvement initiatives to eliminate repeat issues and enhance customer experience.

* Establish feedback loops between customer care, sales, operations and product development.

Head of Quality Requirements

* Significant experience in a senior quality leadership role within manufacturing, engineering or construction sectors.

* Proven track record managing end-to-end quality functions, including production, product and customer quality.

* Experience leading customer-facing quality or customer care teams.

* Strong leadership and ability to influence cross-functional teams.

* Highly customer-focused, with a passion for improving experience and outcomes.

* Excellent communication skills, with the ability to engage both customers and senior stakeholders.

* Analytical, structured and solutions-oriented approach.

* Ability to manage complexity, prioritise effectively and drive results.

* Strong expertise in: Root Cause Analysis (RCA); Corrective & Preventative Actions (CAPA); Quality systems, tools and methodologies

* Solid understanding of: Manufacturing processes; Engineering drawings, specifications and tolerancing; Quality standards, measurement systems and audit requirements