Quality & Compliance Team Leader
Northampton

The Company

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).

Key responsibilities:

1. GDP Compliance
a. Applying robust knowledge of GDP guidelines, ensuring the business is fully compliant with required standards & regulatory requirements for the storage & transportation of healthcare products
b. Take responsibility for ensuring the wider Quality & Compliance team maintain consistency in following the same GDP standards
c. Provide support on customer audits & discussing SME subjects
d. Conduct & support internal audits & self-inspections
e. Raising the audit in the QMS system & raising CAPA’s for any actions required following audit
f. Compile audit responses & chasing outstanding actions

2. Complaints Management & Report Writing
a. 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.
b. 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
c. Ensure that appropriate investigations are carried out to determine the root cause of complaints and recommended corrective action
f. Ensure that any potential serious contraventions / complaints are escalated to the Quality & Compliance Manager in a timely manner
g. 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
h. Ensuring closure rate is within customer expected SLA.
i. Complete all QA reviews on incidents, excluding own investigations

3. KPI Production, Trending & Presentation
a. 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
b. 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
c. Provide effective feedback on business performance against agreed KPIs and SLAs at customer review meetings
d. 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

4. Team Management
a. 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
b. 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
c. General day-to-day support and supervision of the compliance advisors
d. Provide training to the Quality & Compliance team and the wider business on AQua QMS documentation, training, CAPA’s and day to day use
e. Ensure training records are kept up to date and training completed in a timely manner

5. Customer Service
a. 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
b. As necessary support with any required updates to customers during the investigation process
c. Escalate any potential customer service concerns to the Quality & Compliance Manager



Key skills and 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

Please note that applicants must have the legal right to work in the UK, as we are unable to offer visa sponsorship for this position.

At Yusen Logistics, we understand the value of utilising AI and other technologies to support the application process. Still, we encourage candidates to use them to enhance their applications rather than replace their own effort and authenticity