Continuous Improvement Manager

4 weeks ago

East Kilbride, South Lanarkshire, United Kingdom Finsbury Food Group Full time
Job Title: Technical Customer Services Specialist

Location: Cardiff

Shift: Monday - Friday

Salary: Competitive with Opportunity for Growth

Finsbury Food Group is a leading speciality bakery manufacturer. We constantly raise quality and efficiency standards, and build long-term relationships with major multiple retailers and the foodservice channel.

The Technical Customer Services Specialist will ensure the ongoing processing of complaints for the group, in line with the SLA. They will collate and process all complaints received for Finsbury Food Group via all methods of receipt, and logging complaints into the Ideagen/QADEX database.

This is a fast-paced role, where the successful candidate will have excellent communication and written skills, be computer literate (including Excel, spreadsheets, working with volumes and percentages) and have the ability to operate on their own initiative or as part of the team.

This role is office-based at our Cardiff site.

This is a great opportunity for someone to gain experience with one of the UK's largest bakery businesses. They'll work closely with a friendly and engaging team from both a site and group perspective, offering opportunities for growth and long-term career development.

Key Responsibilities:

  • Communicate with customers/consumers to obtain further details and where relevant retrieving foreign body samples etc to progress complaint investigations.
  • Notify relevant site personnel of any signs of trending in compliance to SLA.
  • Monitor/chase outstanding investigations/root cause from sites to close out complaints in accordance to timeframes set in SLA.
  • Respond to complaints within timeframe set in SLA, and where required provide the customer/consumer with a holding letter acknowledging receipt of a complaint.
  • Upload weekly sales data into Ideagen/QADEX to generate CPMU information and trending as well as monitoring administration aspects of systems and notifying their reporting Line Manager where errors occur and/or amendments are required.
  • Maintain general housekeeping and cleansing of systems (ie. archiving products, closing off complaints) and working with systems controllers ensuring any issues are raised and resolved.

Requirements:

  • Excellent communication and written skills
  • Computer literate (including Excel, spreadsheets, working with volumes and percentages)
  • Ability to operate on your own initiative or as part of the team
  • Good time management skills
  • Excellent attention to detail
  • Methodical approach to managing workload

Finsbury Food Group is committed to employee development and wants every individual to have the skills and capabilities to achieve both their own personal goals and our business goals. If you're a motivated and detail-oriented individual with excellent communication skills, we encourage you to apply for this exciting opportunity.

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