Main Purpose of Job

To ensure the reporting of internal KPIs are undertaken in a timely manner on a daily, weekly, monthly, quarterly and yearly basis. To maintain the Groups documentation control system and liaise with the site teams as necessary.

To drive compliance and continuous improvement in:

• Customer complaints and progress on internal QA KPIs on a regular basis.
• Updates to documentation including SOPs, forms etc.

Key Responsibilities

• To support maintaining and adapting complaint and micro monitoring systems involving identifying gaps and improvements in site reporting systems.
• To ensure that daily, weekly, monthly, quarterly and yearly reports are generated for all customer complaints and KPIs across the group, both for internal use and customer meetings.
• Creation and management of customers’ complaints, including internal trackers, the digital system and through customer database portals as required.
• Including a timely response to customer complaints particularly those potentially due to foreign bodies, sickness or injury.
• Complete responses for brand customer complaints and retailers as required.
• Track and trend by customer, complaints at group and site level that will feed into the Group and site reporting back to customers. This may include weekly, monthly, quarterly or yearly reporting, as determined by the customers.
• Attend team, site (when required) and customer team meetings (where required)
• Responsible for the document control system, ensure that updates of process and record format are controlled, and changes are communicated effectively to the wider teams.
• Support on the use of the digital system in place for KPI trending
• Support compliance to our accreditations and customer requirements in a proactive manner and available for audits if required.
• Support the sites by undertaking store visits on complaint drivers as agreed by the Senior Technical Services Technologist and the Site Technical Manager.
• Work alongside the Senior Technical Services Technologist and the Group Technical Services Manager on any project deemed necessary by the business.

Knowledge & Experience

Essential level of knowledge, qualification, training and experience necessary to enable the Jobholder to perform the job to an acceptable standard

Qualification

• HND/Degree in a food related discipline or relevant experience.
• Food Safety Level 3 as a minimum.
• HACCP Level 3 as a minimum.
• Qualification in Microsoft excel (desirable)

Knowledge & Experience

• 3 years’ experience within Chilled Manufacturing (High Care and / or High Risk)
• Worked in a similar role or can show previous experience.
• Understanding of data processing.
• Understanding of how a digital system operates.