Non-conformance Administrator

Epwin Group; Telford; On-site; GBP 24,000 - 32,000; Full time

Benefits offered by this job

Telus Health Lifeworks

Holidays

Cycle to Work

Bike/cycling accessories benefits

Job summary

Epwin Group is seeking a Non-Conformance Administrator to acknowledge customer concerns, log issues on the NC system and work with operational teams to drive Continuous Improvement and better customer experience.

You will identify complaint trends, be the first point of contact for customer complaints, process returns paperwork and assist in data analysis to support improvements. This role supports quality meetings and follows up on replacements.

Qualifications

• Excellent telephone manner.
• Organised approach to work.
• Ability to work on own initiative.
• Experience in a customer facing role.
• Good level in Excel.

Responsibilities

• Acknowledge customer concerns and log on NC system.
• Identify customer complaint trends and recurring issues.
• Be the first line of contact for customer complaints with quick, professional responses.
• Process returns paperwork and prepare credit requests for authorisation.
• Collaborate with Head of CI & Compliance and wider team members and stakeholders.
• Assist in quality meetings to resolve outstanding quality concerns.
• Contact customers to resolve concerns quickly.
• Assist non-conformance data analysis to support improvements in customer experience.
• Follow up calls with customers after receipt of replacement items to ensure no further issues.

Skills

Telephone manners

Organised approach

Initiative

Customer facing

Tools

Excel

Job description

Reporting directly to the Head of CI & Compliance the Non-Conformance Administrator will be responsible for acknowledging Customer concerns & logging these on the current NC system. Working with the wider Operational Teams to introduce Continuous Improvement Activities to help reduce the Total Non-Conformances received & improve the Customer Experience.

Key Accountabilities:

• Identifying Customer Complaint Trends & reoccurring issues
• Being the first line of Contact for Customer Complaints – ensuring quick & professional responses.
• Processing Returns Paperwork & preparing Credit Request Paperwork for authorisation sign off.
• Working closely with the Head of CI & Compliance as well as the wider scope of team-members and stakeholders
• Assist in the Quality Meeting to support solutions to resolve outstanding Quality Concerns.
• Contacting Customers to work together to resolve concerns quickly
• Assisting non-conformance data analysis to support improvements in the Customer experience.
• Completing Follow up calls with Customers on receipt of replacement items to ensure no further issues are experienced.

Key Experiences and Skills Required:

• Excellence Telephone manner
• Organised approach to work
• Ability to work on own initiative
• Experience working in a customer facing role

Desirables Skills, Qualifications and Experience Required:

• Good Level in Excel

Personal Attributes:

• Action orientated – Able to deal with problems in appropriate time frames
• Driven by results – Decisive, confident addressing problems and opportunities, challenging activities to improve performance, demonstrate willingness to challenge accepted methods and standards
• Effective communication – Clear concise written and spoken, ability at all levels, customer, supplier and internal
• High Standards – demonstrating a motivation to improve standards and thereby making a real difference, challenging inadequate solutions
• Integrity and trust – demonstrating a sense of commitment to openness, honesty, loyalty and high standards in undertaking the role
• People management – demonstrating commitment to working and engaging constructively with internal and external stakeholders

The Company

Epwin Group is one of the leading manufacturers and suppliers of low maintenance building products with some of the best-known manufacturing and service names in the sector.

We are one of the UK’s largest manufacturers and suppliers of windows, doors and fascia systems with some of the best-known manufacturing and service names in the sector.

The principal activities of the Group are the extrusion of PVC-U and roofline products as well as the manufacture of windows, doors, conservatories and sealed units. Group businesses also produce high quality cladding, guttering, decking and prefabricated GRP building components.

At Epwin, we believe our success has come from the hard work and dedication of our employee’s, we wouldn't be where we are today without them.

We take pride in our people

At Epwin, we believe our success has come from the hard work and dedication of our employee’s, we wouldn't be where we are today without them.

We’re interested in our future, constantly investing and innovating in new products, processes and our employee’s and we like to give back to our employee’s as much as they give us.

The Benefits

• Telus Health (Lifeworks) is a confidential employee support platform to help employees and their family’s deal with life challenges.
• Holidays
• Your holiday entitlement will be detailed in your contract of employment.
• Cycle to Work
• Obtain a bike and/or cycling accessories to use for cycling to work whilst making income tax and National Insurance savings.