Twinings
Consumer Services Advisor
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Application Deadline: 11 August 2026
Department: Tea Supply Chain
Location: Mallusk
Description
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In Twinings UK&I we’ve come a long way since Twinings began in 1706, and we’re excited that we are now a leading brand in both hot and cold Wellbeing drinks, empowering millions of consumers to get the most out of life. We’ve created an organisation designed to be in flow, where everyone has a pivotal role to play, and an experience that enables you to get the most out of life at Twinings and thrive.
The role of Consumer Services Advisor provides a professional, knowledgeable, and consumer-focused service by acting as the first point of contact for consumer enquiries and complaints.
Working as a member of the Consumer Services team within the Customer Logistics function and the wider PCSL department. You will champion service excellence by acting as a trusted escalation point for consumers.
Providing expert knowledge and guidance within the Consumer Services Team, you will identify opportunities to improve processes to strengthen overall service performance and protect brand reputation.
Key Responsibilities
- Day-to-day handling of all consumer contacts across multiple communication channels (telephone, email, Live Chat, reviews, marketplaces and social media).
- Resolution of consumer queries within SLAs.
- Investigate, resolve and take ownership of consumer concerns, escalating when required.
- Develop and maintain an advanced understanding of products, policies, systems and procedures.
- Ensure consumer contacts are handled in line with company policies, compliance requirements and service standards.
- Maintain accurate recording of consumer contacts within CMS.
- Strive for continuous improvement and champion quality and accuracy through Consumer Service interactions, processes and procedures.
- Work collaboratively across teams.
- Compile and circulate monthly and weekly reports to internal stakeholders including brand contact reports and ad-hoc stakeholder reports.
- Provide service to Quality & Food Safety and International Markets by consolidating global complaint data and circulating weekly and monthly quality reports on time.
- Handle consumer data in accordance with Data Protection Regulations.
- Keep abreast of key brand developments, changes, new products and trends.
- Update and contribute to knowledge bases to ensure accuracy and accessibility.
- Champion the consumer perspective to improve service, reduce complaints and enhance the end-to-end consumer journey.
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Skills, Knowledge and Expertise
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- Previous experience in Consumer Service/Consumer Support within FMCG environment.
- Previous experience of a FMCG business or similar fast-paced environment.
- Proven consumer satisfaction and process improvements record.
- Proven record in brand protection and reputation management.
- Demonstratable experience in working collaboratively across teams, boundaries and hierarchy.
- IT skills – excellent knowledge, understanding and competent use of ERP systems, CMS, social media platforms and Microsoft Office.
- Strong and articulate communication skills across all levels - written and verbal.
- Excellent relationship building and interpersonal skills.
Benefits
- Yearly bonus based on personal contribution and financial performance.
- 25 days holiday plus 8 bank holidays and the option to buy and sell holidays.
- Perkbox – employee discount scheme with discounts online, in high street stores, cinema, holidays, restaurants and many more.
- Pension scheme with your contributions matched for up to 10% of your salary.
- Cycle to work scheme.
- SimplyHealth Cash plan.
- Electric Car Scheme.
- Access to LinkedIn Learning.
- Access to ABF Networking, connect, collaborate, and grow across the ABF Group.
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