6 month fixed term contact / secondment. 

The QA Returns Specialist (Continuous Improvement) is responsible for leading proactive product quality investigations, managing the Off-Sales process and acting as the technical escalation point for complex quality and customer issues.

Working closely with suppliers and key business stakeholders, the role drives improvements in product quality, returns performance and customer reviews through root cause analysis, corrective actions and continuous improvement initiatives.

The role also supports product risk assessments, recalls and significant investigations, helping to ensure quality issues are effectively resolved and prevented from recurring.

What's in it for you?

• Discretionary annual bonus up to 20%
• 33 days' holiday (including bank holidays, 5 of which can be taken flexibly)
• Hybrid working with up to 2 days working from home
• Flexible start and end times around core working hours
• Buy More Holiday - eligible colleagues can boost their holiday allowance by up to one extra week
• EV Car Scheme in Partnership with Tusker - eligible colleagues can lease a brand-new or pre-loved electric vehicle
• Up to 14% employer pension contributions
• Life cover up to 4x your salary
• Health cash plan and discounted gym memberships (up to 25% savings)
• 20% discount at Screwfix and B&Q

• Responsible for proactively monitoring returns, customer reviews, complaints and quality data to identify emerging product quality, safety and customer experience issues.
• Responsible for coordinating and managing the Off-Sales process, ensuring investigations are progressed, actions are tracked, and products are brought to a satisfactory resolution in a timely manner.
• Act as the escalation point for QA Technicians, providing technical support and guidance on complex investigations, serious customer claims and significant product quality issues.
• Lead investigations into recurring, high-risk or business-critical product quality concerns, identifying root causes and driving appropriate corrective and preventative actions.
• Support technical risk assessments and, where necessary, recommend appropriate actions relating to product restrictions, Off-Sales, withdrawals, Safety Notices and Product Recalls.
• Partner with Trading, O&S, Product Compliance and supplier stakeholders to drive improvements in product quality, returns performance and customer review ratings.
• Use customer feedback, quality data and investigation findings to influence product improvements, packaging enhancements and future product development activity.
• Support the Lead QA Auditor in the day-to-day operation of the Continuous Improvement team, providing leadership, guidance and decision-making support as required, and acting as deputy during periods of absence.

• Would suit a technically minded individual with experience in product quality, customer complaints, supplier quality, returns analysis or continuous improvement activities.
• Strong analytical and problem-solving skills, with the ability to identify root causes, assess risk and make evidence-based recommendations.
• Experience leading investigations and driving corrective and preventative actions to resolution.
• Confident engaging with suppliers and internal stakeholders, with the ability to influence outcomes and challenge constructively where required.
• Excellent organisational skills, with the ability to manage multiple investigations, priorities and stakeholder expectations simultaneously.
• Strong communication skills, both written and verbal, with the ability to present technical information clearly to a range of audiences.

At Screwfix, Your Wellbeing Comes First:

Financial wellbeing

• Wagestream access to track earnings and save
• Access to the Kingfisher Share Scheme
• Colleague support fund
• Exclusive offers and discounts via our Hapi app
• Cycle-to-work scheme and savings on bikes

Every day benefits

• Career progression and development programmes
• Coaching and mentoring to help you thrive
• Access to wellbeing resourcing including PepTalk
• Support networks available  

Recruitment Process

We review applications on an individual basis, and if we feel you would be a good fit we’ll invite you for a call or Teams video for an informal chat about the role, and to see if we’re a good fit for you. From there you can expect a comprehensive process, with regular contact from the Talent Acquisition team who are always available, for any queries you may have.

We value open and honest conversations and collaboration, giving you a chance to learn about what we are doing in an informal and friendly environment. We want to know about you and why you feel that this is the opportunity that excites you.

Sustainability at Screwfix

We’re committed to building a better future for our community and our planet. That’s why we’re doing everything we can in six key areas: eliminating carbon emissions, reducing and recycling waste, sourcing responsibly, keeping products in use for longer, selling more sustainable products and providing sustainable packaging. We’re on a mission to put sustainability at the forefront of everything we do. Join us.

We’ve worked hard to create a culture of inclusivity and genuine community. We’re a company built on teamwork, and the best teams are ones in which everyone can share their view. Whatever your background, however you identify, you’ll be listened to, encouraged, and given the tools and training you need to get ahead. You’ll always know where you are with us. We’re open. We’re fair. And we believe in opportunities for everyone.

Please let us know at careers@screwfix.com if you need any additional support or adjustments when it comes to your application.

NO AGENCIES PLEASE 

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