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  3. Quality and Compliance Manager (Coalville)

Join our Quality and Compliance Team - where you will be paramount to providing key information to our members in an effective and efficient manner.

Location: Pall-Ex House, Victoria Road, Ellistown LE67 1FH
Working hours: 40 per week, Monday-Friday

Key Partners   

  • Member Support and Compliance
  • Operations Team
  • Warehouse Team
  • Depots/Members
  • Management Team
  • Key Account Managers
  • Business Development Managers

 

Key Activities   

  • Training new & existing members on best practice
  • Monitoring and reporting
  • Member engagement
  • Complaint handling/escalations
  • Training and developing
  • Providing expert advice and guidance 

 

Core Value   

  • Ensuring high service levels to members, providing pro-active solutions for sustainable, positive change
  • Supporting members to work at their very best to ensure service levels are high - contributing to member retention
  • Help create an engaged membership to support the company vision and objectives
  • Delivering projects on time to improve departmental KPI's

 

Key Customers     

  • Members
  • Corporate customers
  • Operations
  • All employees
  • Customer Service team

 

Key Resources   

  • Nexus system
  • Policies & Procedures
  • Rule Book – Member Service Agreement

 

Customer Relationships, Service and Delivery  

  • Timely, professional and accurate response
  • Deliver on promises
  • Regular communication and updates to all customers

 

Company Values      

  • Honesty 
  • Transparency 
  • Mutually Beneficial Relationships 
  • Sustainability 
  • Commitment 
  • Innovation 

 

Strengths, Skills and Competencies    

  • Excellent Customer facing skills
  • Effective training skills
  • Highly organised, strong, and influential communicator
  • Knowledge of UK logistics
  • Natural ability and desire to problem

 

Key Deliverables and how you capture value   

  • Feedback from customers/members
  • Reduction in customer related issues and contact - increased issues and contact
  • KPI outcomes

 

Role Specific Responsibilities

  • Ensure members are trained, installed and deployed effectively across the group
  • Ensure escalations are managed timely and to a high standard of support in line with the MSA
  • Liaise closely with Head of Network team so that proactive measures are taken n a timely manner 
  • Conducting regular reviews with members who need to improve compliance standards
  • Ensure depot reviews are progressed and actions are completed
  • Monitoring nd improving KPI's and Outcomes
  • Defining and developing processes and procedures as and when required
  • Ensure Nexus is accurate and utilised 
  • Ensure fines are processed in line with processes and procedures
  • This role is field based, therefore you must hold a valid driving license

 

If you are interested in the role please can you send your CV and cover letter to HR (recruitment@pallex.co.uk)

STRICTLY NO AGENCIES PLEASE - We work with a carefully selected set of recruitment agencies, and we are not looking to add to our approved supplier list at this time.