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Consumer Care Specialist

LOCATION: 

Slough, WBK, GB, SL1 4LG

JOB CATEGORY:  Corporate Affairs
REQUISITION NUMBER:  201227

Consumer Care Specialist

Salary - Competitive + Exceptional Benefits

Location - Slough

 

Mars is a family-owned business with more than a century of history making diverse products and offering services for people and the pets people love. With almost $35 billion in sales, the company is a global business that produces some of the world’s best-loved brands: M&M’s®, SNICKERS®, TWIX®, MILKY WAY®, DOVE®, PEDIGREE®, ROYAL CANIN®, WHISKAS®, EXTRA®, ORBIT®, 5™, SKITTLES®, UNCLE BEN’S®, MARS DRINKS and COCOAVIA®. Mars also provides veterinary health services that include BANFIELD® Pet Hospitals, Blue Pearl®, VCA® and Pet Partners™. Headquartered in McLean, VA, Mars operates in more than 80 countries. The Mars Five Principles – Quality, Responsibility, Mutuality, Efficiency and Freedom – inspire its more than 100,000 Associates to create value for all its partners and deliver growth they are proud of every day.

Due to the current holder’s promotion and change of department, we are recruiting a Consumer Care Specialist to work in the Mars Wrigley Confectionery UK Corporate Affairs team in Slough, reporting to the Senior Manager, UK External Communications.  The role supports Consumer Care operations for Mars Wrigley Confectionery and Mars Food UK.

Working as part of the Consumer Care function, the role is closely aligned to our Quality Principle and responsible for championing the voice of the consumer in the business.

The role ensures the quality of service for our consumers upholding our Global Consumer Care Standard and works alongside the External Affairs team to promote and protect our corporate and brand reputations. The successful applicant will work closely with our external Contact Centre to ensure that they are equipped with the necessary information and materials to allow them to efficiently and effectively answer consumer questions and resolve concerns.

 

In this role you will:

  • Provide first line support for the external contact centre when they are seeking additional information to answer a consumer contact (e.g. recipe requests) and escalating emerging issues.
  • Work with the relevant internal stakeholders to establish the facts, draft and/or edit appropriate consumer-facing responses to strike the right tone of voice for the right channel (phone/email/social media).
  • Ensure that our database of brand and corporate messaging is kept up-to-date and is in an accurate, consumer-relevant format for our external contact centre to reference in their responses to consumers.
  • Bring the voice of the consumer into the business by producing periodic reports summarising consumer contact information for the Confectionery and Food segments, identifying trends or issues for escalation.
  • Work with the Marketing and CBU team to ensure that our external contact centre is aware and trained to help the smooth and effective execution of new product launches, promotions and brand activity
  • Manage Consumer Care Administration e.g. raising purchase orders, ordering samples, cheque requests, systems administration
  • Deliver relevant project work to improve the operational running and maintain the required standards of the Consumer Care team

     

To do this role you’ll need:

  • Strong communication skills are essential, especially high quality writing ability and striking the right tone of voice
  • Experience in brand or communications and social media savvy is highly desireable
  • A background in or passion for championing Quality, the consumer or customer service is essential
  • Strong sense of integrity and trust and ability to identify and pre-empt reputational risk is essential
  • Experience in demonstrating Organisational Agility and comfort in forming strong working relationships with stakeholders
  • This is a busy and reactive role, so Drive for Results, organisation skills, comfort in working under time pressure and composure are essential
  • Experience or comfort in using contact management systems and gathering or interpreting simple data for trends and insights would be an advantage
  • Knowledge of products/marketing, supply, Quality and/or Food Safety is desireable, but not essential

     

In return, we offer:

•             Great career progression

•             Range of in-house training opportunities

•             Competitive salary, bonus and range of large company benefits

 

We know it’s important to you to find out as much about us as possible, so following a review of your CV the first stage will be a telephone interview with the hiring manager and a chance for you to ask lots of questions. If successful you will be invited to an interview day in front of our panel. Don’t worry you’ll have plenty of time to prepare.

 

Closing date: 1st February

To open up a dialogue, please click on the APPLY button below. We look forward to hearing from you!


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