Complaints Management & Quality Coordinator

Due to continued growth and success, our client is currently seeking an experienced Complaints Management & Quality Coordinator to join and strengthen their Technical Department.

This is an excellent opportunity to become part of a market-leading supplier, where you’ll play a pivotal role in maintaining product quality, customer satisfaction, and continuous improvement across the business.

The successful candidate will act as the primary point of contact for customer complaints, working closely with colleagues, customers, suppliers, and retailers to investigate quality issues, coordinate resolutions, and support the ongoing development of the company’s quality management systems.

Key Duties & Responsibilities:

• Manage the end-to-end customer complaints process, acting as the first point of contact for all product-related concerns.
• Investigate complaints relating to branded and own-label products, liaising with retailers, consumers, suppliers, and regulatory bodies where required.
• Coordinate investigations into product quality issues, non-conformances, and quality incident notifications, ensuring timely and accurate resolutions.
• Identify and escalate significant quality concerns and emerging complaint trends to the Technical Management team.
• Produce regular reports, including complaint analysis and Key Performance Indicators (KPIs), for both internal stakeholders and external customers.
• Raise supplier recharge invoices to recover costs incurred as a result of supplier-related quality issues.
• Calculate customer compensation in accordance with company procedures and ensure payments are processed promptly following complaint resolution.
• Monitor product performance by reviewing online ratings, customer feedback, and consumer comments to identify trends and opportunities for quality improvement.
• Coordinate product benchmarking sessions, taste panels, and consistency assessments to support and maintain product quality standards.
• Assist with the creation and maintenance of Quality Attribute Sheets, ensuring product specifications remain accurate and up to date.
• Support product traceability exercises and mock recalls to verify the effectiveness of company procedures.
• Contribute to the maintenance, development, and continuous improvement of the company’s Quality Management System (QMS).

Skills & Experience Required:

• Previous experience in a Quality, Technical, or Complaints role within the food manufacturing, food production, or FMCG sector.
• A good understanding of food safety legislation, quality management systems, and retailer standards.
• Strong investigative and analytical skills, with the ability to identify root causes and implement effective corrective actions.
• Excellent written and verbal communication skills, with the confidence to build relationships with customers, suppliers, retailers, and internal stakeholders.
• Highly organised with excellent attention to detail and the ability to manage multiple priorities in a fast-paced environment.
• Proficient in Microsoft Office applications, particularly Excel.
• A proactive approach and a genuine commitment to delivering exceptional customer service and maintaining high product quality standards.

In addition to the opportunity to develop your career within a supportive, employee-focused culture, the successful candidate will receive a competitive salary and benefits package, including:

• Competitive salary.
• Excellent training and career development opportunities.
• A supportive and collaborative working environment.
• The opportunity to make a real impact within a respected and growing food business.
• Comprehensive benefits package.