Test Job

Job Description

My client is a pioneering Food Business that has built a reputation for delivering a first class service. With a real emphasis on people development now is an excellent time to join this progressive and friendly outfit.

Job role

This fluid role makes a key contribution in ensuring effective and timely resolution to escalated customer complaints across all aspects of the business (food and non-food business), having significant impact on our businesses performance and reputation.
As well as handing escalated issues you will; ensure that Call Centre staff continue to improve on the aspects of call handling relating to food technology; this will be achieved with classroom training and audits.




Roles & Responsibilities

• Responding to escalated customer concerns / complaints in a timely and 
 professional manner. Written and on some occasions verbally.
• Maintaining records of communication with all suppliers technical teams
• Insuring complaint investigations are thorough and documented
• Providing support for Insurance teams as required
• Analysing complaint data for emerging trends and acting on that information
• Ensuring emerging food news is briefed out to the Call Centre to enable agents to 
 effectively handle communication
• Be the first point of contact for the Call Centre
• Maintain Food Tech reference material contained within the Call Centre procedures 
 manual
• Identify and escalate to the Quality Manager matters of a serious or public nature
• Deputise for the Supplier Compliance Manager as required


Candidate Knowledge, Skills and Experience
• Food science, (or similar) degree – or equivalent industry experience
• HACCP qualified
• Internal auditor Qualified
• Advanced Food hygiene (to be attained within 12 months of role commencement)
• Proficient in Microsoft Office packages and web-based systems
• Able to establish root cause and implement corrective actions where necessary


Benefits
• Pension
• Life Assurance
• Private Medical Insurance
• Employee Assistance Programme
• Income Protection
• 23 days holiday, increasing to 25 with 3 years’ service

If you are interested in this position then please forward a copy of your most up to date CV to andrew@drnewitt.com or contact Andrew Donaldson on 0131 226 5060.