Customer Complaints Advisor

About the role

We 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.

Key responsibilities

• Receive, log, track, and manage customer complaints, ensuring timely and thorough handling
• Coordinate and oversee complaint investigations, liaising with relevant departments to drive issues through to resolution
• Record agreed corrective and preventative actions and ensure clear, effective outcomes for customers
• Maintain clear, empathetic, and professional communication with customers throughout the complaints process
• Prepare reports on complaint trends, identifying areas for improvement and presenting findings to management
• Ensure all complaints are handled in line with company policies, regulatory requirements, and relevant legislation
• Support customer information requests, including technical data packs and certificates of analysis
• Provide support for internal and external audits relating to complaints

Key tasks

• Manage and maintain the Muntons Complaints Management System
• Ensure complaint investigations are completed swiftly and that root causes are identified
• Monitor complaints data and trends, advising the Leadership Team and supporting the implementation of remedial actions
• Contribute to promoting a strong Behavioural Food Safety Culture, supporting engagement across the business so employees understand and proactively manage food safety risks

What we’re looking for

• A 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 role
• Strong communication skills, with the ability to explain outcomes clearly and empatheticallyExperience working collaboratively across teams to resolve issues
• A proactive, solutions‑focused approach with a commitment to continuous improvement
• The ability to positively contribute to the QSHE team and the wider business

Key deliverables & KPIs

• Agree, monitor, and report against defined complaints KPIs
• Collate and present complaint metrics and insights as part of QSHE Board reporting
• Support the business in maintaining FSSC 22000 and ISO 9001 certifications, along with any additional relevant accreditations

Why join us?

At Muntons, you’ll be part of a collaborative team committed to quality, food safety, and continuous improvement. This is a great opportunity to make a meaningful impact on customer experience while supporting compliance and operational excellence across the business.

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