Job Description

Job Introduction

Compliance & Quality Control Specialist

As we continue our mission to make people and nature happy through chocolate, we're looking for a

Compliance & Quality Control Specialist

to join our

Contact Centre

team on a

12 Month Fixed Term Contract

basis.


This is a key role within our Brand Centre, responsible for ensuring customer quality, allergen, accident and GDPR-related complaints are handled with care, accuracy and efficiency. You'll work cross-functionally with teams including Technical, Marketing and Facilities to resolve issues, capture customer insight and drive continuous improvement -- all while bringing our Happiness Guarantee to life.


As well as a competitive salary and a range of company benefits, you'll receive

50% discount on all products

, and a

70% discount for you and your guests when you stay at our Rabot Estate hideaway

on the paradise island of Saint Lucia.

Mint House - OnSite

The on-site location for this role is our support office,

Mint House

, in Royston, Hertfordshire. Our home from the very beginning, it's just off the A505 and a

10-minute walk from Royston train station

, with direct rail links to London King's Cross.

What you'll be doing...

Owning and managing the QC email inbox, ensuring responses are delivered within agreed SLAs Responding to escalated customer complaints across all channels (email, phone, social media and live chat) Guiding customers through the returns process for products with quality issues Capturing accurate and timely QC, allergen and accident complaint data, sharing insights with internal teams Acting as the key point of contact between the Contact Centre and internal teams when investigating and resolving quality issues Identifying trends, risks and potential food safety issues, escalating to the Technical team and owning resolution Acting as the subject matter expert for allergen information, labelling guidelines and product quality issues Managing escalated accident and injury complaints in liaison with insurers Preparing weekly QC and GDPR summary reports Owning and managing Subject Access Requests and Right to Erasure requests, ensuring adherence to SLAs Acting as the GDPR knowledge specialist within the Contact Centre and training colleagues on best practice Managing and responding to escalated GDPR breach complaints Working collaboratively with Marketing/CRM teams to ensure GDPR compliance and mitigate risk Managing a programme of Quality Assurance checks across all Contact Centre interactions Driving improvements in how customer feedback and quality complaints are captured and used

Who you are...

You're methodical, detail-driven and passionate about delivering excellent customer service. You're confident working with data, comfortable engaging with stakeholders at all levels, and tenacious when it comes to seeing issues through to resolution. Most importantly, you care deeply about doing the right thing for our customers and our brand.

Essential

Strong attention to detail and accuracy when handling customer data Exemplary customer service skills and commitment to customer happiness Excellent written and verbal communication skills A strong understanding of GDPR and data protection within a Contact Centre or similar environment Ability to identify trends and risks from data and customer insight Self-motivated, resilient and organised, with the ability to prioritise workloads Advanced MS Excel, Word, SharePoint and Outlook skills Passion and energy aligned with the Hotel Chocolat brand and values

Desirable

Contact Centre experience, including order processing Experience handling product quality issues in a retail or e-commerce environment

Who are we?

We're one of the UK's favourite premium chocolate brands, with a range of products spanning luxury gifts, alcohol and our pioneering drinking chocolate system, the

Velvetiser(TM)

.


A cacao pod takes years to grow - it can't be rushed if it's going to be just right for our products. The same can be said for Hotel Chocolat, which originally started as a mint production company before we realised it was luxury chocolate that we were really passionate about.


Now, we're market leaders in the industry. What began as an online-only business grew to over 140 stores across the UK, and we're still growing. Today, we're multi-category, multi-channel and multi-territory -- and our customers, colleagues, cacao farmers and suppliers all benefit from the success we make together.


To learn more about us and read about our

People Pledge

-- our commitment to equality, diversity and inclusion -- click here:

hotelchocolat.com/uk/engaged-ethics/our-people.html