Head of Quality

Jackson Hogg are proud to be exclusively supporting a specialist manufacturing business on a Head of Quality position.

The Head of Quality will be based in the Reading area, with travel to other sites across the UK on a weekly basis.

The Head of Quality is 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.

• 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.

• Significant experience in a senior quality leadership role within manufacturing, engineering or construction environments.
• 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