Principal accountabilities

• Initial point of contact for the Contact Centre Operators if there is a requirement to escalate a notification.
• Contacting each customer that has logged a serious incident complaint to obtain specific information and to guide them through the investigation process that we will undertake.
• Immediate escalation of serious incidents that have resulted in injury to the legal team and technical serious incident team.
• Contacting the relevant supplier to provide early confirmation of the serious incident notification and a reminder of the timescales for investigation turnaround once all information has been shared.
• Running complaint notification reports at least twice daily to monitor the serious incident complaints.
• Running the daily task notification report to ensure all open notifications are actioned within set timescales.
• Monitoring complaint trends across products, suppliers, batch codes to provide early escalation of emerging issues to the Head of Product Technology and the relevant Technical Manager.
• Send the foreign body collection pack SAE to the correct customer address within 24 hours of notification receipt.
• Setting tasks to the appropriate timelines in each notification to ensure effective follow-up.
• Maintaining routine customer contact to ensure the return of the foreign body collection pack.
• Inspection & cataloguing of the returned foreign body, liaising with the technical manager if necessary.
• Send the foreign body and supporting information received from the customer to the supplier within 24 hours of receipt.
• Setting tasks to the appropriate timelines in each notification to ensure adherence to investigation timescales.
• Evaluating supplier investigation responses, liaising with the technical manager and the supplier where further information is required.
• Constructing customer response letters based on supplier investigations and using standardised templates.
• Ensuring all responses to serious incidents are approved by the serious incident team and, legal as required.
• KPI monitoring & reporting, ensuring all timescales are met to deliver excellent customer care.​​​​​​​
  

We are looking for someone who has previous experience of managing customer complaints in a customer care role or similar. Ideally you will have knowledge and understanding of food services and thrive working in a fast-paced environment. This is a key role to ensure all customer complaints are investigated thoroughly so effective communication and interpersonal skills are essential. Ideally, you’ll have good analytical skills to review data and highlight any common trends or patterns to reduce any further complaints or incidents. If you enjoy working closely with suppliers and customers to resolve complaints effectively, this is a great role where you will take full accountability and control to ensure the best outcome is always achieved.