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Quality & Compliance Team Leader

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Location:
United Kingdom , Northampton

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Category:

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Contract Type:
Not provided

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Salary:

40000.00 GBP / Year

Job Description:

Yusen Logistics is working to become the world’s preferred supply chain logistics company. Our complete offer is designed to forge better connections between businesses, customers and communities - through innovative supply chain management, freight forwarding, warehousing and distribution services. As a company, we’re dedicated to a culture of continuous improvement, ensuring everyone who works with us is committed, connected and creative in making us the world’s preferred choice. We are looking for a Quality & Compliance Team Leader to be based at our Sustainable Distribution Centre (SDC), NN7 2FR. Reporting to the Quality & Compliance Manager and within the Healthcare department, you will be responsible for the team for the day-to-day leading of investigations in all reported customer related incidents. Ensuring a robust CAPA process is put in place, you will work in accordance with local and international regulations to deliver a highly effective and efficient service to our customers, ensuring total compliance to our customers SLA’s/SLR’s and GDP guidelines. Additionally supporting in QMS related activities relating to document management, training and all incident management KPIs. This role offers a starting salary of £40,000 per annum, based on a Monday to Friday working pattern, with 2 days per week in the office (subject to business requirements).

Job Responsibility:

  • GDP Compliance: Applying robust knowledge of GDP guidelines, ensuring the business is fully compliant with required standards & regulatory requirements for the storage & transportation of healthcare products
  • Take responsibility for ensuring the wider Quality & Compliance team maintain consistency in following the same GDP standards
  • Provide support on customer audits & discussing SME subjects
  • Conduct & support internal audits & self-inspections
  • Raising the audit in the QMS system & raising CAPA’s for any actions required following audit
  • Compile audit responses & chasing outstanding actions
  • Complaints Management & Report Writing: Oversee the Quality & Compliance team to ensure that all complaints received from internal and external stakeholders are accurately recorded on the internal EQMS system in a timely manner.
  • Undertake & support complex case investigations, providing advice and guidance to the Quality & Compliance team, using root cause analysis tools and CAPA management techniques, including liaison with all associated parties, collating documentation and providing evidential reports
  • Ensure that appropriate investigations are carried out to determine the root cause of complaints and recommended corrective action
  • Ensure that any potential serious contraventions / complaints are escalated to the Quality & Compliance Manager in a timely manner
  • Produce customer facing reports on time and based on in-depth investigations. Demonstrate a clear understanding of customer requirements to ensure satisfaction levels are maintained by the wider team
  • Ensuring closure rate is within customer expected SLA.
  • Complete all QA reviews on incidents, excluding own investigations
  • KPI Production, Trending & Presentation: Produce internal and external KPIs and presentations relating to incident management data, using data analysis skills to identify & report performance trends through clear client communications
  • Work closely with internal and external stakeholders to identify trends, proactively approaching improving procedures and processes to reduce complaint levels and identified trends. Ensure the Quality & Compliance team replicate the same standards
  • Provide effective feedback on business performance against agreed KPIs and SLAs at customer review meetings
  • Prepare presentations as required, including but not limited to Internal Quality Review meetings, Customer Quality Review meetings, EU Quality review meetings, for stakeholder review and supporting the Quality & Compliance Manager and Head of Quality in ensuring the wider team maintain the same standard
  • Team Management: Hold overall line management responsibility for the Quality & Compliance Advisors, including all HR-related activities such as recruitment, onboarding, performance management, absence management, and annual appraisals
  • Provide coaching, mentoring & support to the Quality & Compliance team, including new starters, to ensure that their appropriate knowledge and understanding of GDP regulations are up-to-date, appropriate and considered to comply fully with all international standards and regulatory requirements for the storage and transportation of healthcare / pharmaceutical products
  • General day-to-day support and supervision of the compliance advisors
  • Provide training to the Quality & Compliance team and the wider business on AQua QMS documentation, training, CAPA’s and day to day use
  • Ensure training records are kept up to date and training completed in a timely manner
  • Customer Service: Ensure all verbal and written communication with both internal and external stakeholders is carried out in a professional manner, supporting Quality & Compliance Advisor team with any contentious or challenging customer discussions
  • As necessary support with any required updates to customers during the investigation process
  • Escalate any potential customer service concerns to the Quality & Compliance Manager

Requirements:

  • Proven previous experience of team management/supervision, with a hand-on approach to coaching & development, as well as experience of HR processes including, appraisals, performance management, recruitment & onboarding, investigations & disciplinaries, & absence management (essential)
  • Strong complaints management capability, with experience investigating issues and driving timely, compliant resolutions
  • Previous experience that includes quality assurance in pharmaceutical quality-based roles or logistics quality-based roles
  • Experience of analytical evaluations
  • customer service
  • and complaints management (highly advantageous)
  • Experience of CAPA management
  • A strong proactive & continuous improvement mindset, with experience in designing and delivering process improvements
  • An understanding of Good Distribution Practice (GDP) & MHRA regulations (Medicines & Healthcare products Regulatory Agency)
  • A strong understanding of Root Cause Analysis methodology
  • Strong attention to detail
  • analytical skills
  • demonstrating a ‘right first time’ mentality
  • Experience with CAPA, audits, and regulatory compliance activities
  • Strong analytical skills.
  • IT literate in MS Office suite, i.e. Microsoft PowerPoint and Excel.
  • Effective stakeholder communication skills.
  • strong interpersonal skills with a demonstrable ability to motivate and drive a team forward
What we offer:
  • 25 days’ holidays (excluding bank holidays) and 5 days’ Volunteer Leave per year
  • Opportunity for Unpaid Leave
  • Critical Illness Cover
  • MyStrength Wellbeing App
  • Free online Fitness Platform, i.e. Pilates & Yoga, Mindfulness/Meditation, 24/7 support, advice, diet and Nutrition
  • On-Site Mental Health First Aiders
  • Employee benefits, i.e. free eye test, up to 25% off gym membership, high street vouchers
  • Free access to 24/7 online GP, mental health support service, Life Events Counselling, Care Concierge Service
  • Tailored development and career opportunities
  • Karo Health
  • Health Cash Plan

Additional Information:

Job Posted:
February 17, 2026

Employment Type:
Fulltime
Work Type:
Hybrid work
Job Link Share:

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