Job Description

Principle Purpose:

We are seeking a Consumer Complaints Analyst to join the team at Manor Vinegar, who will be responsible for the external consumer and customer feedback handling process, ensuring all the feedback received directly from the customers / consumers is logged and responded to in a professional and efficient manner.

Main Accountabilities:

Log all incoming consumer / customer complaints accurately on relevant systems and databases within defined timelines. Monitor all Baxter's social media sites to ensure feedback is logged and where deemed appropriate, responded to following standard protocols and within defined timelines. Deliver excellent customer service, resolving complaints at the first point of contact, providing a full investigation and resolution to the customer in a professional and timely manner Work collaboratively with site quality / technical teams, to track complaint investigations and close out, ensuring that overdue investigations are highlighted to the Technical Management Team. Continually review and develop the consumer complaints dashboard and system to ensure the data is easily accessible and that insightful trends can be extracted to drive continuous improvement initiatives across the business. Continually review the consumer complaint data ensuring that spikes and emerging risks / trends are clearly communicated / escalated to the appropriate individuals and colleagues across the business. Create and distribute routine reports within the business in formats which are appropriate to the audience to ensure that the Voice of the Consumer is at the heart of the business to celebrate success where we are pleasing our consumers and identifying opportunities for improvement. As required, train other colleagues within the business to receive and log complaints into the database and extract trends and insights from the data held within it. Play an active role within the Quality Plans across the manufacturing sites to ensure they are targeted at and progressing towards reducing complaint trends and that the success of the plans is monitored in a quantifiable format against complaints data. Ensure that trends and observations of emerging risks / improved performance are communicated through the monthly KPI reporting process, drilled down to individual production line / product category level and where necessary, individual products. Maintain a solid understanding of each of the manufacturing sites' production processes and limitations so that knowledgeable understanding can be displayed whilst communicating both internally and externally. When requested, provide insights and information with regard to consumer care budget performance and ensure accurate records are in place for any financial aspects which are tracked as a departmental KPI. Professional, providing consistent, accurate and timely communications back to customers and the business. Customer focused providing best in class levels of customer service. Good negotiator and communicator with customers.

Person Specification:

Ability to communicate effectively, remain calm and professional when challenged. 4 years working within a customer services team or related discipline Excellent verbal and written communication skills. IT literate, with expertise in Microsoft Excel and PowerPoint. Good working knowledge of ERP systems Good organizational skills and an ability to prioritize. Effective team working skills. Flexible, approachable and able to work well under pressure. Strong presentation skills and an ability to present data analysis in an easy-to-understand format to different levels within the organisation. Self Motivating, effective prioritization and comfortable working on own or as part of a team.
Job Type: Full-time

Work Location: In person