Consumer Service Coordinator

Ashby de la Zouch (home of Hula Hoops, Space Raiders and Popchips)

Hybrid - minimum of 2 days per week in the office

Hours: Monday - Friday, 13:00 - 17:00.

Join our snack-loving team! We're looking for a Consumer Service Coordinator to join our team at KP Snacks. Fancy being part of a group where your ideas matter and your growth is celebrated? Keep reading - this might just be your next adventure!

In this role, you will be the first point of contact for our consumers, ensuring every interaction is handled with care, professionalism, and efficiency. You will respond to enquiries and complaints across a range of channels, including phone, email, letter, and social media, capturing accurate details in our CRM system. You'll manage challenging conversations with empathy and tact, escalating serious issues to the relevant teams. Your investigative skills will be key as you work with internal departments and external partners to resolve product or service concerns. You will decide on appropriate resolutions and ensure that responses address consumer needs effectively. This role offers the chance to work collaboratively across the business, make a positive impact on consumer satisfaction, and continuously develop your skills in customer care and complaint management.

What's in it for you?

We believe in giving back and making sure you're happy and thriving. Here's a taste of what we offer:

• Annual salary of £13580.24

• Comprehensive Healthcare Support - Access to a Medicash Health Cash Plan, including a Digital GP service, Best Doctors (Second Medical Opinion Service), and specialist Cancer Care for peace of mind when you need it most.

• KP Pension Plan - contribution matching up to 7% of your salary

• 25 days holiday + holiday buy scheme

• KP4ME - online benefits, discounts, prizes, competitions and information platform with access to mental, physical and financial wellbeing information and tools

What will you be doing?

• Capturing accurate details for every consumer interaction in the company CRM system

• Handling challenging consumer situations with empathy and professionalism

• Working closely with internal teams and external partners to resolve issues

• Delivering impactful resolutions that enhance consumer satisfaction

• Building your skills in investigation and customer service excellence

Who are we?

Glad you asked! We're KP Snacks, proud to be part of the Intersnack family. Picture this: over 15,000 of us, spread across more than 30 countries, all working together to create the snacks you love. From Hula Hoops to McCoy's, we're the team behind your favourite munchies.

Here in the UK, we're about 2,400 strong, spread across seven factories and our Slough HQ. But don't let our size fool you - we're as close-knit as they come. We believe in speaking our minds, celebrating our differences, and pushing boundaries together.

Diversity isn't just a buzzword for us. We're on a mission to create a workplace where everyone belongs. So, even if you don't tick every box, we want to hear from you! Your unique perspective could be just what we need. Also, if there's anything we can do to make this process easier for you, just give us a shout.

We'd love to hear from you if you can demonstrate the following knowledge, skills and experience:

• Experience in delivering exceptional front-line consumer or customer service

• Strong complaint-handling skills that support team and business objectives

• Proven ability to investigate and collaborate with varied stakeholders

• Excellent communication skills across phone, email, and social media channels

• Strong IT and organisational skills with a focus on quality and detail