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Interim Group Consumer Services Manager

Employer
DR Newitt
Location
Twickenham, London (Greater)
Salary
£Day Rate + Expenses
Closing date
1 Oct 2018

View more

Contract Type
Interim
Function
Operations, Other Job Function, Technical
Business Sector
Food Manufacturing

Job Details

Interim Group Consumer Services Manager
8 Month Contract (potentially longer)
£Day Rate + Expenses 

Reporting to:     Head of Quality Management
Location/Division:  Middlsex 
Department: Quality

Responsibilities
The Group Consumer Services Manager is responsible for managing the performance of the Third Party Service Provider for Consumer Services Management and its relationship.

The role is responsible for driving excellence and the sharing of best practice and knowledge across the Group with support from the third party Careline Services Service Provider. Reporting of consumer complaints within the business and driving escalation of issue cases to meet resolution. Setting targets and improvement plans to reduce consumer complaints within the business.

Providing training and developing of the third party Service Provider Advisors & Team Managers, in order to maximise production and service quality.

Third party Service Provider liaison for;

  • Process definition and refinement.
  • Goal and target setting by brand/product to improve understanding of the cultures.
  • Service Level Agreement & Consumer Satisfaction Index monitoring and focus by market. Ensuring that all operational targets are met and appropriate and timely action is taken to resolve any slippage using the RCA method.
  • Drive quality improvement programme for Service Level Agreement & Consumer Satisfaction Index with aim to be best in class.
  • Management of Third Party Service Provider quality procedures and performance.
  • Arrange product awareness sessions (e.g. New Product Development launches).

Communicating recommendations for;

  • Training; plan & implementation Learning Vitamin’s increasing awareness
  • Monthly reporting of Key Performance Indicators; across all Marketing Units (18) and all factories (13) Understanding and analysis of CPM trends to allow for quality improvement plans by given function.
  • Escalation of consumer complaints to resolution such as, Legal & Regulatory advice
  • Advise Marketing Unit Quality Managers with on-going Consumer contact issues.
  • Liaise with factory & Marketing Unit Quality teams, Research &Development and Category Brand Managers to i) manage consumer escalations to a satisfactory resolution & ii) generate appropriate technical & quality reports to identify key improvement actions & opportunities

Accountabilities

i.e. the performance/ delivery of self and others they will be judged by.

  1. Monitor quality of data handling from Careline Services Ltd. and drive for continuous improvement.
  2. Manage consumer complaints escalations, 
  3. Liaise with factory and market Quality Managers to communicate the underlying causes of complaints & identify corrective actions to the third party Service Provider advisors.
  4. Service Level Agreement & Consumer Satisfaction Index monitoring and focus by brand are maintained ensuring that all operational targets are met and appropriate and timely action is taken to resolve any slippage.
  5. Publish / report monthly service level data for Consumer Services.
  6. Drive quality improvement programme for Service Level Agreement’s & Consumer Satisfaction Index’s with aim to be best in class.
  7. External benchmarking vs. third party Service Provider to drive to best in class.
  8. Develop with the third party Service Provider a social media awareness monitoring system.
  9. Drive Consumer Service interface, particularly with  Marketing & Insights depts.; networking across the business, such as, Marketing  Unit’s, informing and up-skilling (e.g. with Learning Vitamins), especially with Category & Marketing teams including Research & Development and Quality  etc.

Key Interfaces:

  • Third Party Service Provider senior managers & advisors, factory Quality & Market QualityManagers, Compliance Agencies, Category Managers, R&D Managers, Category GM’s, Logistics & Planning Depts. Marketing Managers

Knowledge & Skills, Competencies, Qualifications and Experience:

Essential Knowledge & Skills

  • Numerate, good analytical skills, challenging, questioning.
  • High level of skill in using and developing spreadsheets as an analytical tool
  • Strong Powerpoint presentation skills.
  • Good interpersonal skills.

Competencies

  • Change Agent
  • Impact & Influence
  • 5 star service
  • Collaboration
  • Energy
  • Best development
  • Bold delivery
     

Experience

Previous Consumer services roles

If this sounds of interest give Scott Ballantine at D R Newitt a call on 0131 2265060 

Company

Job vacancies from DR Newitt DR Newitt provide recruitment services to the UK, Ireland, Middle East and Worldwide FMCG market, including manufacturing, engineering and technical jobs. Established as a recruitment agency in 2002, DR Newitt’s experience of working with customers in these core markets enables us to be a key partner in the job supply chain.DR Newitt delivers permanent, contract and interim recruitment services via specialist divisions for:

  • Executive Management Jobs
  • FMCG Jobs
  • Food Jobs
  • Engineering Jobs
  • Manufacturing Jobs
  • Jobs in Pharmaceutical & Healthcare
  • Scottish Jobs

For your perfect job, call or email us

Edinburgh Office 0131 226 5060 

Manchester Office 0161 833 0181

Email us your CV to register@drnewitt.com

 

Company info
Website
Telephone
0131 226 5060
Location
38 Melville Street
Edinburgh
EH3 7HA
United Kingdom

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