Senior Technical Services Specialist

2 days ago


Hemel Hempstead, Hertfordshire, United Kingdom The One Group Full time

The One Group is seeking an experienced Technical Services Specialist to support their UK/ROI Sales Organisation.

Job Description

This role offers a unique opportunity to manage customer complaints, oversee specification management, and ensure regulatory compliance within the FMCG industry.

Main Responsibilities:

  1. Customer Complaints Management: Manage customer complaint entries, collaborate with Site Quality teams, deliver consumer-friendly responses, and train customer service teams.
  2. Specification Management: Keep all customer specification systems updated, maintain records, and ensure the approval of production samples before market release.
  3. Artwork Approval & Claim Substantiation: Provide final artwork sign-off, ensuring that all claims are substantiated and comply with legal requirements.
  4. Support Quality & Customer Audits: Assist sites in preparing for customer audits, address non-conformities, and represent the business during customer visits.
  5. Regulatory Compliance: Stay updated on UK/EU regulations, ensure products comply with these standards, and share regulatory insights with the technical team.

Key Challenges and Complexity:

  1. Managing multiple customer accounts, balancing changing specifications, product adjustments, and regulatory requirements.
  2. Building strong relationships with both internal stakeholders and external customers.
  3. Handling high-stakes complaints, trend analysis, and technical reviews with strategic insight.

Requirements:

  1. Effective management and resolution of customer complaints.
  2. Maintenance of up-to-date customer specifications and legal compliance.
  3. Support and training for customer service teams, ensuring seamless communication and compliance.
  4. Experience: Proven background in Customer Services, Product or Specification Management, ideally within FMCG or hygienic disposables.
  5. Competencies:
    1. Fluent English (additional languages beneficial)
    2. Strong communication, problem-solving, and analytical skills
    3. Proficiency with data analysis and IT skills
    4. Ability to balance creative problem-solving with customer-focused outcomes

Salary: £35,000 - £38,000 per annum (pro rata), depending on experience. Located in Hemel.



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