Quality & Customer Support Manager

The Role

We are looking for a Quality \& Customer Support Manager to become the customer\-facing representative of quality at EMBACO across the UK and Europe.

This is a hands\-on role combining quality, customer relationships, problem solving and administration. You will be the person customers turn to when they have a quality issue or requirement, taking ownership and coordinating the right people to find a solution.

The role will involve regular customer contact and travel, including visits to customers for quality meetings, reviews and support.

Key Responsibilities

• Act as the main customer contact for quality\-related matters.


• Manage customer complaints and ensure issues are properly investigated and resolved.


• Visit customers across the UK and Europe for quality meetings, reviews and support.


• Work with suppliers and internal teams to resolve quality issues and implement corrective actions.


• Complete and manage quality documentation, questionnaires, specifications and customer requests.


• Maintain an organised and accurate quality information system.


• Support UK and European quality and compliance requirements, including EPR, Plastic Packaging Tax (PPT) and PPWR.


• Support the sales team with quality and technical information.


• Identify new customer requirements, products or opportunities that arise through customer conversations.

We want someone who is very comfortable using AI to work smarter.

AI should be used to help research requirements, review documentation, prepare responses, analyse information and reduce administration \- allowing you to spend more time with customers and solving problems.

The Person

Ideally, you will have previous experience in quality, manufacturing, packaging or a related industry, with a good understanding of products, specifications and quality processes.

We are looking for someone who is:

• Highly customer\-focused and personable.


• Commercially aware and able to spot opportunities.


• Organised and administratively capable.


• A confident communicator and problem solver.


• Comfortable taking ownership and dealing with customers and suppliers.


• Comfortable travelling in the UK and Europe.


• Tech\-savvy and confident using AI.


• Practical, proactive and able to work independently.

Be the person our customers trust when it comes to quality, get problems solved, and use every customer interaction to strengthen the relationship and identify opportunities

The salary shown is based on a full\-time equivalent (FTE). The actual salary will be pro rata according to the agreed hours (22\.5–30 hours per week) and will depend on experience and suitability for the role.

There is scope for the hours to increase to full\-time as the role develops and, if required, the workload increases.

Pay: £42,000\.00\-£48,000\.00 per year

Language:

• English (required)

• United Kingdom (required)

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