Uk Consumer Experience Issues Management Advisor

6 months ago

Leicester, United Kingdom PepsiCo Full time

Overview:
This role is a key support to PepsiCo’s risk mitigation programme, by ensuring the effective management of serious and sensitive complaints (i.e. those alleging harm, property damage, allergic reaction or with reputational risk) received from consumers, whilst recognizing the needs of the business to manage risk and legal liabilities. The role also facilitates the investigation of product quality complaints received via 3rd parties including Solicitors, Regulators (Environmental Health/Trading Standards), some key National Accounts, and 4 x Europe Markets (DACH/France). The role critically provides early warning visibility of serious complaints and emerging complaint trends, through effective data capture, and reporting to support incident management investigations and complaint reduction initiatives. The role incumbent works alongside Consumer Experience Leads/peers in the UK local market and Consumer Experience Leads in key Europe markets and is an SME for Personal Injury claims handling (threshold up to £300/€400).

We offer flexible working hours and hybrid working model.

**Responsibilities**:

- Accountable for the effective and timely management of complaints with potential reputational risk including personal injury claims (i.e. alleging harm/allergic reaction), property damage, ‘grey imports’, and serious product quality complaints, across all PepsiCo brands.
- Responsible for ensuring the appropriate investigation of serious issues / claims liaising with PepsiCo/3rd Party Manufacturing Site Quality Teams, and 3rd parties (e.g. Dentists, Doctors, Hospitals, External Laboratories, Pest Control Contractors) as relevant, to demonstrate due diligence and reach satisfactory resolution of issues and protect brand reputation. Includes managing the secure retrieval and chain of custody of product samples whilst within PepsiCo’s control.
- A facilitator of consumer personal injury claims received via Solicitors, ensuring adherence to current relevant legislation, and liaising with PepsiCo Insurers / legal to reach satisfactory resolution.
- A facilitor of product quality complaints received via Regulatory Bodies (e.g. Environmental Health/Trading Standards), ensuring timely notification to key stakeholders, investigation and reply.
- A crucial ‘voice of the consumer’ early warning of key issues and trends, to relevant internal stakeholders through timely and effective notification of issues.
- A central support to the Consumer Experience Incident Task Force to facilitate consumer feedback flow and support the resolution of related issues in the event of product withdrawal/recall.
- A Europe CofE SME for Consumer Issues Management, facilitating plant investigations for 4 European markets, and providing support to the wider Europe CX Team by sharing best practice experiences, and fostering alignment of protocols and tool kits across the region and ensuring UK Quality Data and Issues Management are correctly managed to mitigate risk and support quality improvement strategies.
- Accountable for the timely handling of Data Protection related contacts received from consumers via Trust Arc tool, through appropriate investigation of queries with related internal stakeholders, and ensuring PepsiCo’s compliance to GDPR with actions and reply.
- A primary contact for product quality issues received via key national accounts and strategic suppliers (e.g. McDonalds, Subway & Bidfood), facilitating the timely investigation and feedback to accounts and internal business stakeholders.

Qualifications:

- Demonstrates a high level of time management and planning skills to effectively prioritize and manage a varied workload against competing priorities, and across a complex cross functional network.
- Has ability to self-manage and motivate without close supervision.
- Has ability to work under pressure in a professional, efficient and courteous manner.
- Demonstrates excellent communication skills (both verbal and written) including tone of voice, empathy, and questioning for effective data capture and positive engagement with consumers.
- Has ability to positively influence consumers and stakeholders to ensure satisfactory and timely resolution to key issues.
- Is quality and consumer focused, and demonstrates high level of attention to detail, and accuracy in all communications.
- Has good knowledge of Microsoft Office and ideally some knowledge of social media platforms.
- Some basic legal knowledge desirable such as GDPR, Jackson Refroms.
- Ideally has some knowledge of PepsiCo business and brands.
- Has proven consumer facing experience (3 years+) in a Consumer Relations role.

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