Customer Complaints Advisor

Customer Complaints AdvisorMuntons is a global supplier to the food and drinks industry producing the highest-quality malt and malted ingredients for some of the most famous, well-loved brands around the globe for over 100 years. Our customers range from multinational food and beverage producers, to start ups, and small independent craft brewers and distillers youre likely to have tasted our products already, without even knowing it!We are proud of our Suffolk heritage and team. We trust all our people to bring ideas and positive change to our business. We continue to look to the next 100 years as a strong and sustainable global supplier of malt and malted ingredients.Customer Complaints AdvisorWe are looking for a Customer Complaints Advisor to join our QSHE team. This role plays a key part in ensuring customer complaints are handled thoroughly, fairly, and in line with regulatory and food safety requirements. You will act as a central point of coordination, working closely with internal teams to investigate issues, identify root causes, and drive effective resolutions that maintain customer confidence and support continuous improvement.In this role, you will:Manage and maintain the Muntons Complaints Management SystemEnsure complaint investigations are completed swiftly and that root causes are identifiedMonitor complaints data and trends, advising the Leadership Team and supporting the implementation of remedial actionsContribute to promoting a strong Behavioural Food Safety Culture, supporting engagement across the business so employees understand and proactively manage food safety risksCoordinate and oversee complaint investigations, liaising with relevant departments to drive issues through to resolutionPrepare reports on complaint trends, identifying areas for improvement and presenting findings to managementEnsure all complaints are handled in line with company policies, regulatory requirements, and relevant legislationSupport customer information requests, including technical data packs and certificates of analysisThe Core BehavioursTeam Collaboration - Fosters a collaborative environmentRespectful and Welcoming - Treats everyone equally, fairly, & respectfullyProactive and Positive Attitude - Brings a can-do attitude to new challengesHealth & Safety Mindset - Recognises that a safe environment is core to our businessThe PersonA professional qualification in Complaints Management or a relevant discipline (or equivalent experience)At least 2-3 years experience in a complaints management or customer quality roleStrong communication skills, with the ability to explain outcomes clearly and empatheticallyExperience working collaboratively across teams to resolve issuesA proactive, solutions-focused approach with a commitment to continuous improvementThe ability to positively contribute to the QSHE team and the wider businessIn ReturnStarting salary £34K5% employer pension contributionStructured training, mentoring and developmentExposure to real-world projects and experienced specialistsProfit-based bonus schemeFlexible working optionsGreat benefits packageWere passionate about quality, innovation and sustainability, and were already more than halfway towards our net-zero carbon target by 2050. Youll be part of a collaborative, supportive environment where your development truly matters.TPBN1_UKTJ