Consumer Services Liaison
2 weeks ago
Consumer Services Liaison
About the Role
We are seeking a skilled Consumer Services Liaison to join our team at KP Snacks. As a Consumer Services Liaison, you will be responsible for providing exceptional customer service and resolving consumer complaints in a timely and professional manner.
Key Responsibilities
- Respond to consumer contacts received across multiple platforms, including letter, email, phone, and social media
- Accurately capture all relevant details within the company CRM system for every contact received
- Dealing with difficult consumers and de-escalating high-stress situations with empathy and tact
- Identifying serious complaints, product and service issues or fraudulent contacts and reporting to management
- Initiating and co-ordinating complaint investigations with factories, laboratories, Technical Services, Marketing, or external agencies
- Deciding on the level of reimbursement to consumers, ensuring that the response is empathetic and addresses the consumer's issue
What We Offer
We believe in giving back and making sure you're happy and thriving. Here's a taste of what we offer:
- Attractive salary, depending on the skills and experience you can bring
- Bonus scheme
- Annual Salary Review
- Medicash health cash plan
- Private healthcare (role/grade dependent)
- Digital GP service and Best Doctors (2nd Medical Opinion service)
- Cancer care
- Company sick pay (eligibility criteria exist)
- Holiday buy scheme
- Electric Vehicle Scheme
- KP4ME - online benefits, discounts, prizes, competitions and information platform with access to mental, physical and financial wellbeing information and tools
About Us
We're KP Snacks, proud to be part of the Intersnack family. We're a global company with a presence in over 30 countries, and we're passionate about creating the snacks you love. From Hula Hoops to McCoy's, we're the team behind your favourite munchies.
We're committed to creating a workplace where everyone belongs. We believe in speaking our minds, celebrating our differences, and pushing boundaries together. If you're passionate about delivering exceptional customer service and making a real difference, we'd love to hear from you.
Requirements
- Previous front-line experience dealing with consumers/customers daily
- Complaint handling experience
- Ability to conduct investigations whilst liaising with internal/external stakeholders
- Excellent written and verbal communication skills with the ability to communicate across multiple channels
- Strong IT skills especially Microsoft Word and Excel
- Organisational skills with the ability to prioritise, multi-task and meet deadlines
- Quality conscious with an eye for detail
Why KP Snacks?
We're a company that values our people and offers a range of benefits to support your wellbeing and career development. We're committed to creating a workplace where everyone belongs, and we're passionate about making a real difference in the lives of our consumers.
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