Open to work
Matthew Taylor
Quality & Project Manager
Shrewsbury,Shropshire
Summary
I am a complaints and process improvement specialist with strengths in stakeholder communication, KPI reporting and root cause analysis. I have managed complaints systems, corrective actions and service reviews with customers and vendors. I am an approachable and supportive manager who builds strong relationships with my team and brings out the best in people, with a focus on delivering better outcomes for the customer and stronger departmental performance for the company.
Overview
8
8
years of post-secondary education
33
33
years of professional experience
Work history
Technical Project Manager
Epwin Window Systems
Telford, Shropshire
03.2026 - Current
- Delivered timely solutions by managing and tracking project milestones.
- Streamlined communication within the Technical Dept to enhance project efficiency by chairing weekly project review meetings with stakeholders and distributing the updated minutes from these meetings.
- Collaborating with stakeholders to define scope of upcoming projects.
Non-Conformance Manager
Epwin Window Systems
Telford, Shropshire
08.2016 - 03.2026
- Responsible for running a complaints management system, driving improvements (changing the culture) across the business with regards to customer complaints, thus improving the overall customer experience.
- Analysis of incoming complaints to identify trends and working in conjunction with the Continuous Improvement Team to address these via root cause analysis.
- Setting internal KPI targets to ensure effective management of complaints and reviewing adherence to all organisational policies.
- Weekly distribution of complaints analysis dashboards tailored to each key department which include performance against agreed SLAs.
- Monthly distribution of complaints management performance to the senior management team with detailed objectives to drive improvement.
- Holding monthly complaints review meetings with key customer accounts, which included updates on ongoing internal investigations into complaints received and detailing corrective action measures put in place to address these.
Customer Service Supervisor
Epwin Window Systems
Telford, Shropshire
11.2000 - 08.2016
- Creation of Standard Operating Procedures and training documentation for sales order processing and dealing with customer complaints.
- Automation of several routines within the Customer Service Dept, to ensure more effective management of incoming sales order requirements from customers.
- Managing introduction of new computer operating systems into the department and consulting with the I.T Dept prior to introduction of these to tailor benefits for the Customer Service Dept.
- Producing weekly KPI analysis reports for the senior management team showing company performance against achieving "Full On Time Deliveries" to customers.
Customer Service Advisor
Impress Group Ltd
Telford, Shropshire
01.1999 - 11.2000
Retail Sales Advisor
Burton Group
Wolverhampton, West Midlands
11.1993 - 12.1998
Education
BTEC Higher National Diploma - Business and Finance
University Of Wolverhampton
Wolverhampton, United Kingdom 09.1993 - 06.1995
BTEC National Diploma - Business and Finance
Telford College Of Arts & Technology
Telford, United Kingdom 09.1991 - 06.1993
GCSEs - English Literature / Oral, Mathematics and French
The John Hunt School
Telford, United Kingdom 09.1986 - 06.1991
Skills
- Attention to detail
- Prioritization of workload, working efficiently and effectively
- Handling of pressure
- Effective communication with internal depts and customers / vendors
- Process improvement strategies
- Systems integration
- Adherence to internal KPIs
Affiliations
Outside of work I enjoy travelling, discovering new cultures, trying the local cuisine, and embracing new experiences. I also enjoy watching movies, reading and walking.
Timeline
Technical Project Manager
Epwin Window Systems
03.2026 - Current
Non-Conformance Manager
Epwin Window Systems
08.2016 - 03.2026
Customer Service Supervisor
Epwin Window Systems
11.2000 - 08.2016
Customer Service Advisor
Impress Group Ltd
01.1999 - 11.2000
Retail Sales Advisor
Burton Group
11.1993 - 12.1998
BTEC Higher National Diploma - Business and Finance
University Of Wolverhampton
09.1993 - 06.1995
BTEC National Diploma - Business and Finance
Telford College Of Arts & Technology
09.1991 - 06.1993
GCSEs - English Literature / Oral, Mathematics and French
The John Hunt School
09.1986 - 06.1991