Consumer Services Coordinator
4 weeks ago
Consumer Services Coordinator Role
About the Job
We are seeking a skilled Consumer Services Coordinator to join our team at KP Snacks. As a key member of our customer service team, you will be responsible for providing exceptional service to our consumers, resolving complaints, and ensuring their satisfaction.
Key Responsibilities
- Accurately capture all relevant details within our CRM system for every contact received
- Deal with difficult consumers and de-escalate high-stress situations with empathy and tact
- Identify serious complaints, product and service issues or fraudulent contacts and report to management
- Initiate and coordinate complaint investigations with factories, laboratories, Technical Services, Marketing, or external agencies
- Decide on the level of reimbursement to consumers, ensuring that the response is empathetic and addresses the consumer's issue
- Respond to consumer contacts received across multiple platforms, including letter, email, phone, and social media
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 team of over 15,000 people, spread across more than 30 countries, working together to create 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 want to be part of a dynamic team, 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
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