Complaints Administrator

Background
Geary's are an entrepreneurial private bakery business based in Leicestershire supplying major retailers and foodservice customers. We have sales of £70m and aspire to be the UK's first choice for affordable high quality artisan bread at scale - unbeatable for Quality, Service, Innovation and Value-for-Money.
We have a proud and successful heritage stretching back 100 plus years, but we have a modern outlook and big ambitions. Recently we received significant investment from the Unsworth Family to accelerate our ambitious growth plans.
We believe that great bread takes time and care. We specialise in sourdough-based propositions and long-fermentation where the time and care make all the difference to the taste. We have a passion to create great quality bread by integrating the best of traditional bakery skills and modern manufacturing methods.
The business has grown rapidly from £5m in annual sales to £60m in the last 13 years with strong and consistent profitability. We have an ambition to increase sales to more than £100m in the next 3- 5 years. A clear Vision and Strategy has been articulated and this is being backed with major capital investment and a renewal and upgrading of the people, processes, and systems.
We are a two-site business having opened our new £15m state of the art bakery in Glenfield in 2018 along with our facility at Barrow-upon-Soar. Each site has its own particular focus. In total we have just over 450 employees.
At its core, our business is remarkably simple, with 80 SKU’s which includes 6 new sku’s launching September 2023, 10 Customers, and around 125 differing raw materials/components. Although this is getting more complicated as we grow, keeping things simple is a fundamental part of our business approach.
Complaints Administrator
Monday - Friday
40 hours
The role
As a Technical Complaints Administrator, you will be responsible for managing customer complaints from start to finish, ensuring that all complaints are resolved in a timely and satisfactory manner, providing a due-diligence defence where necessary. Working with the Technical Team you will co-ordinate investigations and draw conclusions from the information received, instigate corrective actions where necessary and co-ordinate on-going improvements from complaints trending to reduce complaints in their entirety across the business.
Responsibilities:
* Receiving and acknowledging customer complaints via phone, email, and written correspondence.
* Coordinate a thorough investigation into complaints and gathering all necessary information, requesting traceability documentation for the relevant sites.
* Review documentation and draw conclusion based on the evidence received, responding accordingly to the customer, providing a due-diligence defence where required.
* Liaising with relevant departments and stakeholders to ensure prompt resolution of complaints.
* Keeping accurate records of all customer complaints and their outcomes.
* Keeping customers informed of progress and ensuring regular updates are provided.
* Update the relevant KPI tracker in a timely fashion ensuring it is ready for weekly and monthly reporting.
* Identifying trends and potential issues that may lead to complaints and escalating them to relevant parties.
* Advise the Community Manager of any trending incidents which could be a topic of conversation through social media and agree responses as supported by the Technical and Quality Managers.
* Providing exceptional customer service and maintaining a high level of professionalism at all times.
* Assist in administrational duties required by the Technical Team as and when required.
Skills and Experience:
Essential
* Previous experience working in a complaints handling role or similar.
* Knowledge of food manufacturing legislation and the Consumer Protection Act.
* Excellent communication and interpersonal skills.
* Strong problem-solving skills and the ability to think critically.
* Ability to work well under pressure and manage multiple priorities.
* Attention to detail and accuracy in record-keeping.
* Empathy and understanding towards customers who may be upset or frustrated.
* A commitment to providing excellent customer service and ensuring customer satisfaction.
* HACCP Level 2
* Food Hygiene Level 2
* BRCGS experience (minimum 2 years)
* Retailer standards experience (minimum 2 years)
Please submit a CV in application. No agencies.
If you have not heard from us within seven days, unfortunately you have not been successful on this occasion, but we wish you every success in your search for a new position.
All applicants must have the right to work in the UK, at point of interview, and for the tenure of employment contract. As part of the recruitment process, you will be asked to provide documented evidence of your eligibility to work in the UK

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