Morgan Spencer Recruitment
Customer Service and Quality Manager
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Customer Service & Quality Manager
Location: Bridport, Dorset (DT6)
Job Type: Full-Time, Permanent
Salary: Competitive
About the Opportunity
Our client is a well-established specialist services organisation operating within highly regulated and technical industries. They provide testing, inspection, calibration, compliance, and engineering support services to a diverse customer base, helping organisations maintain quality, safety, and operational excellence.
Due to continued growth, they are seeking a Customer Service & Quality Manager to join their team in Bridport. This is an excellent opportunity for an experienced professional with a background in quality management, customer service, and operational coordination to take ownership of a highly visible role within a growing business.
The Role
The Customer Service & Quality Manager will be responsible for maintaining quality management systems, supporting customer service delivery, overseeing operational processes, and ensuring compliance with recognised industry standards.
Working closely with engineering, operational, and administrative teams, you will drive process improvements, maintain audit readiness, and help deliver a consistently high standard of service to customers.
This role would suit someone with experience in a regulated, technical, engineering, or manufacturing environment who enjoys balancing quality assurance, operational support, and customer engagement.
Key Responsibilities
Customer Service & Coordination
- Act as a key point of contact to support the delivery of exceptional customer service
- Ensure customer requirements are understood and delivered efficiently
- Coordinate effectively across departments to align customer expectations with operational capabilities
- Build and maintain strong relationships with customers and internal stakeholders
- Support the resolution of customer queries and service-related issues
Quality & Compliance Management
- Maintain and support accredited quality management systems
- Lead and coordinate internal and external quality audits
- Review documentation, records, and operational outputs to ensure compliance and consistency
- Ensure processes remain aligned with relevant industry standards and regulatory requirements
- Maintain standard operating procedures (SOPs), work instructions, and controlled documentation
- Promote a culture of quality, compliance, and continuous improvement
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Operational Oversight
- Work closely with engineering and office-based teams to coordinate priorities and support day-to-day operations
- Monitor workflows and identify opportunities for increased efficiency and process improvement
- Support business change and integration activities where required
- Drive initiatives that improve operational effectiveness and accountability
- Assist in developing sustainable and scalable processes across the organisation
What Success Looks Like
- Customers receive a consistently high level of service and communication
- Quality standards and compliance requirements are maintained at all times
- Documentation remains accurate, controlled, and audit-ready
- Operational processes run efficiently with measurable improvements over time
- Internal teams are well-supported and work collaboratively towards common goals
- Continuous improvement initiatives deliver positive business outcomes
About You
- Excellent organisational and time-management skills
- Ability to manage multiple priorities in a fast-paced environment
- Strong communication and stakeholder-management skills
- Proactive and solutions-focused approach
- High levels of accountability and ownership
- Ability to work effectively with both technical and non-technical colleagues
Technical Skills
- Experience maintaining quality systems and controlled documentation
- Ability to create, review, and manage SOPs, procedures, and work instructions
- Understanding of audit, compliance, and quality-driven environments
- Knowledge of continuous improvement, Lean methodologies, or process optimisation would be advantageous
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Experience
- Experience managing quality systems and conducting quality audits, ideally within ISO 17025, ISO 9001, or similar frameworks
- Previous experience in customer service, operations, service coordination, or quality management roles
- Experience within engineering, manufacturing, laboratory, technical, or other regulated environments
- Proven ability to lead projects, drive improvements, and work cross-functionally
Education
- Degree-qualified in Engineering, Operations, Manufacturing, Business, or a related discipline is desirable
Working Environment
- Monday to Friday, full-time hours
- Primarily office-based role in Bridport
- Collaborative, team-focused working environment
- High standards of professionalism, accuracy, and accountability
- Opportunity to work closely with operational, engineering, and leadership teams
Benefits
- Competitive salary
- Pension scheme
- Private healthcare
- Life assurance
- Generous annual leave entitlement
- Enhanced family-friendly policies
- Ongoing professional development and career progression opportunities
Morgan Spencer – Your Career, Our Expertise
We are proud to be one of London’s leading Executive Secretarial & Business Services recruitment consultancies, connecting exceptional talent with outstanding opportunities.
Equal Opportunities:
Morgan Spencer is committed to equality, diversity, and inclusion. We welcome applications from all suitably qualified candidates regardless of background, identity, or circumstance.
Confidentiality & GDPR:
All applications are handled with the strictest confidentiality and processed in accordance with UK GDPR and data protection legislation. Your personal information will only be used for recruitment purposes and will never be shared without your consent.
Morgan Spencer Limited, registered in England & Wales No: 4254114
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