Consumer Care Manager

Ref: | Permanent | Customer Services, Hospitality |

Job Specification

Job Title: Consumer Care Manager
Job Reference:
Salary Guide: Salary between £0.00 and £0.00 depending on candidate experience and skillset
Listing Category: Customer Services, Hospitality
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Job Description

Key Responsibilities:

Consumer Contact

•Determine nature and intent of social media comments including product/service association, sentiment, urgency and potential brand implications

•Manage and develop the team with regards to engagement across the business and externally with our Customers and Consumers, driving brand loyalty and responding to issues/queries phone, email and Social media including Facebook, Twitter and Instagram

•Ensure that any communications/social media issues are escalated where appropriate and handled effectively, ensuring the Consumer experience is at the front of mind

Building Relationships

•Promote the value of the Careline across the wider business, liaising with key contacts in the bakeries and Head Office to increase the awareness of the value the Careline can add to other functions in the business

•Liaise with other ABF businesses to ensure we are providing the best consumer care service to them

•Work with Customer Service departments of larger businesses and local authorities to ensure complete, timely and mutually satisfactory resolution of shared complaints

Management and Compliance

•Ensure established processes and procedures are adhered to at all times, improve & develop as necessary

•Lead on incident management and the provision of staffing of a product recall line for incident support

Management Information

•Provide relevant reports to the business, ensuring accuracy and integrity at all times. Maintain and manage a protected database that can be mined and utilised by the rest of the business

•Provide data and information requested to the Technical team at National and local level

Key Skills and Experience

•Extensive experience in Consumer Care, ideally within an FMCG environment

•Ability to rapidly assess, analyse and resolve issues independently even with minimal information

•Experience of managing and developing a team

•Experience of supporting with crisis management, both in-house and in partnership with external agencies

•Familiarity with social media management

•Previous experience of handling consumer promotional activities and calculating quotes for consumer service and promotional activities

•Solid understanding of food law enforcement

•Qualification in call centre management (desirable)

This role whilst initially Monday to Friday may evolve to include weekend working.