Premier Foods - Major Incident Manager - PFMIM001

Contact Centre
Thame
Premier Foods PLC
Major Incident Manager
High Wycombe
Up to 1 year Fixed term contract

We’re delighted to offer the opportunity for an experienced Major Incident Manager to join our technical team.
You will be the main point of contact and manager of high priority incidents, ensuring they are managed and resolved with minimum impact to the business. You will capture improvement actions and ensure all incidents are closed within agreed timelines. Part of this role will be to ensure KPIs for our call centre are measured, accurate and up to date so we can identify trends from Consumer Relations data to enable corrective action plans to be drawn up and acted upon.

Key Accountabilities & Responsibilities:

Achieve excellent consumer care service - 40%
• Coordination and handling of all escalated cases from the contact centre.
• Be day-to-day point of contact for Home Authority Environmental Health Office and resolve referrals and enquiries.
• Collation and investigation as required for Retail Brand customer complaints
• Works with Insurers and Legal professionals to resolve claims as directed by Group Consumer Relations Mgr.
• Manage customer requirements for information and technical advice.
Deliver Budget and KPIs for our call centre - 20%
• Ensure the KPIs for our call centre are measured, accurate and up to date.
• Take part in activities such as measuring data Accuracy, call levelling and call centre related activities

Supporting and harnessing insights for Business Units - 20%
• Works with commercial and operational teams to ensure new product launches are monitored and reviewed for consumer acceptance.
• Work as directed by Group Consumer Relations Mgr to identify added value marketing insights via consumer relations team
• Interface and build strong relationships with Brand Managers to maximise added value benefits of outsourced partner
• Identify trends from Consumer Relations data to enable corrective action plans to be drawn up and acted upon
Knowledge and data Management -10%
• Works with Complaint Database (CRM) Knowledge Bank role to maintain knowledge databases and systems as required to
• Ensure consumer relations are working with most up to date information.
• Processes and manages invoices coming from PBS and retailers
Minimum Requirements:
• Consumer Relations background
• Experience in consumer care and handling difficult conversations essential
• Organised, diligent with strong work ethic
• Adaptable
• Good excel/powerpoint/database skills
• Detail orientated
• Integrity
• Cool head in a crisis, able to juggle multiple issues
• Basic understanding of Food regulatory and legal requirements
• Working knowledge of retail practices
We are looking that is happy to travel to all offices when required - High Wycombe, St Albans or Thame.

Salary up to £35,000 per annum

Monday to Friday 9am – 5.30pm

This vacancy is closed to applications.