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Job Title:  Quality Assurance Technologist

Date:  03-Sep-2021

Littlehampton, WSX, GB, BN17 6LS

Full Time/Part Time:  Full-Time
Contract Type:  Fixed Term Contract
Hours per week:  37.5

The Body Shop

When Anita Roddick founded The Body Shop in 1976, she had a vision. Business as a force for good – that’s us. Over 40 years later, we’re proud to be pioneering cruelty-free beauty every step of the way. We’re the original ethical beauty brand. We’ve got a thing for empowering people and enriching our planet. We’re all about keeping it real, in every way possible. Our activist roots remain a huge part of everything we do, from our iconic window posters to our vegetarian products to our infamous campaigns. We’re never afraid to stand up and speak the truth. We like to do things a little differently around here. 


The Body Shop, along with Aesop and Natura, is part of Natura & Co, a global, multi-channel and multi-brand cosmetics group that is committed to generating positive economic, social and environmental impact. Group owner Natura is Brazil's number one cosmetics manufacturer. Sustainable development has been the company's guiding principle since it was founded in 1969. In fact, this is an incredibly exciting time for The Body Shop. We’re fighting for what we believe in now more than ever. No holding back. Breaking the mould has always come naturally to us, and we need someone who’s not afraid to mix things up. 

Your role in a nutshell

To provide support to Customer Feedback process from dcontinual improvement of the process right through to implementation and coordination of results and recommendations

  • To facilitate logging, issuing and maintenance of Customer Feedback records
  • To track Feedback response reports from Suppliers and on to markets
  • To provide Supplier Complaint Performance data on a regular basis

To maintain and improve the quality performance of our products, suppliers and internal systems by implementing quality management tools to improve product design, specification and manufacturing processes based around Customer Feedback

To act as department interface with suppliers on quality feedback issues and report major problems or concerns to the management team as necessary

More about the role

Customer Feedback Records:

  • Provide the appropriate monitoring, evaluation and management of post-marketing tolerance data for TBS products in line with relevant practices and procedures.
  • Document and evaluate any undesirable effects of TBS products. To investigate Customer Feedback taking all necessary action and to issue Corrective Actions when relevant.
  • To analyse returned samples from Customers; retain samples and any other information available both at TBS Quality and at Suppliers (checking general characteristics, bulk – PH, Odour, Colour, Microbiological and packaging).
  • Promote communications with customer services and experts to handle issues as effectively as possible. To work with TBS departments and Suppliers to ensure realistic turnaround for complaint resolution and feedback


  • Help prepare post-marketing product tolerance reports for internal use. Issue regular summary documents for high profile / long term feedback issues.  Report monthly Quality Feedback data,  internally across key areas of the business

Issue Resolution:

  • To lead cross functional teams in problem solving to protect and maintain product quality, TBS Brand image and meet legal requirements.

What we look for


  • Experience of working in a formalised Quality Assurance environment, preferably in the Toiletries and Cosmetic industry.
  • Ability to drive cross functional improvement projects


  • Holds Science Degree (with Chemical and/or Microbiological slant) or
  • Equivalent experience

Competencies required:

  • Supplier Process Knowledge
  • Product Knowledge
  • Communication skills, written & verbal, along with cultural awareness (to handle the different markets properly & effectively) / Interacts effectively
  • Rigorous - attention to detail
  • Methodical
  • Proactive approach
  • SharePoint System Knowledge

Talent Drivers

Personal Conduct
Collaborative Skills