Complaints Assessor

3 weeks ago

Leicestershire, United Kingdom The Sterling Choice Full time

Food Industry Complaints Administrator

Monday- Friday

*No Sponsorship Available & No PSW Applications will be progressed*

A brand-new role for the business, a stand- alone position where you will need be a problem-solver with a passion for delivering exceptional customer service. You will need to have a solid understanding of food manufacturing legislation and experience in complaints management.

About the Role

In this key position, you’ll manage customer complaints from start to finish, ensuring timely and satisfactory resolutions. You’ll work collaboratively with the Technical Team to investigate issues, provide defences where necessary, and drive corrective actions that improve processes and reduce future complaints.

Key Responsibilities:

  • Handling complaints via phone, email, and written correspondence.
  • Coordinating investigations, analysing documentation, and drawing conclusions to respond effectively.
  • Liaising with departments to resolve complaints promptly and professionally.
  • Tracking complaints trends and providing insights to improve business practices.
  • Preparing KPI reports and ensuring complaint records are updated.
  • Advising the management team on trending issues to manage customer communications effectively.
  • Supporting the remainder of the team with administrative tasks as needed.

Essential Skills & Experience:

  • Proven experience in a complaints/technical investigation role.
  • Knowledge of food manufacturing legislation and the Consumer Protection Act.
  • Strong communication, interpersonal, and problem-solving skills.
  • Ability to work under pressure, with exceptional attention to detail and accuracy.
  • Commitment to delivering excellent customer service.

Qualifications:

  • HACCP Level 2 and Food Hygiene Level 2 certification.
  • At least 2 years of experience with BRCGS and retailer standards.

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