Customer Quality Administrator

Summary

£31,350* - £39,600* per annum | 30 days’ holiday (pro rata) | 10% in-store discount | Pension scheme

Everyone who works at Lidl brings something unique to the table - but we also have a whole lot in common. We’re proactive, reliable, and ready to take on any challenge.
Just like you.

At Lidl GB, delivering exceptional customer care and maintaining the highest standards of quality are at the heart of everything we do . Our Customer Care team is looking for an enthusiastic, analytical, and highly articulate Customer Quality Administrator.

In this pivotal role, you will be key to upholding high-quality processing and professional communication across all customer interactions, ensuring full compliance with national and international standards. You will serve as an escalation point for executive-level communications, evaluate customer data to deliver strategic insights for management, and actively track and support key performance indicators (KPIs) across the business.

If you thrive on data-driven problem solving, possess exceptional written communication skills, and excel at managing relationships with diverse stakeholders, this is the perfect opportunity for you.

At Lidl, we offer a hybrid working model to give you the best of both worlds. Spend three days or more in our state-of-the-art office, where you can enjoy an on-site gym, restaurant, and more of the perks you deserve. And with up to two days at home, you’ll find the work/life balance you need to thrive. 

What you'll do

• Ensuring there is professional communication and high-quality processing of customer issues that complies with international and national customer service processes
• Handling escalated customer communication to BoD or other Executives
• Looking back at customer issues and creation of evaluations / statistics for Management and business departments
• Independent resolution of customer issues assessing all associated correspondence
• Professional and timely correspondence with stakeholders.
• Verification of and compliance with target KPIs
• Supporting the management team and wider department in ensuring KPIs are met
• Immediate replying to or processing of specific customer enquiries
• Dealing with assigned special or ad-hoc tasks as requested by management

What you'll need

• Outstanding written and verbal communication skills, with the ability to draft executive-ready responses and liaise with senior stakeholders
• Strong data-analysis skills with a keen eye for detail, patterns, and quality trends
• Proven ability to independently investigate complex issues and exercise sound judgment
• Excellent time management and organisational skills, with the ability to handle conflicting deadlines and time-sensitive escalations
• A high level of proficiency with Google Workspace is desirable, particularly Sheets for evaluations and statistics, and Docs for formal correspondence
• A calm, professional, and solution-focused approach when dealing with high-stakes customer issues
• Previous experience in a quality assurance, escalation management, or customer experience analysis role is desirable

What you'll receive

• 10% in-store discount
• 30 days holiday pro rata
• Market-leading family leave
• Contributory pension scheme
• Cycle to work scheme
• Plus, more of the perks you deserve

*including 10% non-contractual London Weighting allowance

We value diversity, equity, and inclusion, welcoming applicants from all backgrounds. Join us to celebrate individuality and grow in a fair, respectful, and inclusive environment.

Disclaimer: due to the high volume of applications we receive, we reserve the right to close a vacancy earlier than the advertised date. This is to ensure our teams can manage application levels while maintaining a positive candidate experience. Once a vacancy has closed, we are unable to consider further applications, so please submit your application as soon as possible to avoid disappointment.

If you’re ready to get stuck in, want to get more out of your career and make a real difference, find your place at Lidl and apply now.