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 As a Customer Complaints Advisor, you will: 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 empathetically Experience 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.