Hours of work
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- office hours Monday to Friday (no hybrid or homeworking) Purpose: As part of the Consumer Relations team individuals in this role will be responsible for the effective execution of all administrative tasks relating to customer complaints and non-conformances for Pilgrim's Europe; ensuring the timely provision of information and resources to others.
This will include for example administering the customer complaints database, interacting directly with customers (retailers) and consumers (general public) as a representative of the company, collating complaints information, producing corresponding reports and supporting meetings.
Key Responsibilities\Measures of Success • Responsible for various business KPI reports produced on a weekly basis for distribution internally.
• Responsible for complaint and non-conformance management.
This involves:
- Dealing with complaints and non-conformances received by phone, email, post and customer portals.
- Logging, processing and closing of complaints and non-conformances on complaint database, Respond, or relevant logs.
- Organisation of reimbursement for customer complaints where applicable.
- Ensuring all logs and spreadsheets are maintained and kept up-to-date.
• Issue KPI Group Reports and Dashboards to sites and Senior Leadership Teams.
• Build relationships with sites and customer-facing teams to help support them in any complaint management or reduction plans • To work in a manner that actively seeks to reduce any negative environmental impact in relation to the processes and procedures operating within their area and across the wider business e.g.
reduction of waste, recycling etc.
• Any other reasonable duties as may be required.
Skills & Knowledge Essential • Administration experience • Computer literate with excellent Excel skills, Powerpoint, Word and Outlook • Previous experience of using software packages • Highly organised with the ability to prioritise and execute tasks in a timely and appropriate manner • The ability to multi-task • Excellent communication skills (both written and verbal), with a professional telephone manner including active listening.
• Excellent numeracy skills • Good interpersonal skills and abe to work as part of a team. xxuwjjq
• Attention to detail and the ability to work with a high degree of accuracy • Self-starter and positive attitude to work and keen to learn.
• Proven ability to work with all levels of colleagues up to Exec level • Proven ability to manage people, including difficult personnel situations • Ability to live and demonstrate our values Desirable • Food industry knowledge and experience • Previous experience in a similar role in a busy environment • Experience producing Technical reports • Experience dealing major retailers and customers / general public • Computer qualification • Full driving licence, held for 1 year