Consumer Affairs Manager

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We are a premium chocolate manufacturer established in 1845 operating in over 86 countries around the World. Guided by our Global purpose to Enchant the World with Chocolate and UK vision of Creating Moments to Make Everyone Feel Special, we have around 400 team members in the UK across our Head Office, Retail, and Field Sales divisions. We are a Top 20 Great Place to Work and are proud of our incredible people, our unique values-led culture and our iconic market leading brands such as LINDOR & GOLD BUNNY.

We’re also proud of being one of the few bean-to-barchocolate makers in the world, where we control every step of our chocolate production.

Where you’ll be based

This role is based in in Feltham, London (Hybrid Working: in the office 60% and WFH 40%). From the end of 2025 / early 2026, our Head Office will be based in Richmond Upon Thames.

How you could help us to Enchant the World with Chocolate

The purpose of this role is overall management of the Consumer Services offered by Lindt UK. Delivery of a premium consumer service for the brand by leveraging technology and process. Ensuring a high level of customer satisfaction, building positive relationships via different communication channels, obtaining and communicating consumer feedback to help improve general services.

• Managing Consumer Services to ensure compliance with L&S group processes to ensure all contact are managed within defined timelines
• Ownership of the critical complaints process, including liaising with consumers, internal communication, collaboration with relevant manufacturing and processing sites, group QA and Legal and other stakeholders, if required
• Management of all types of consumer contacts within Zendesk platform in a professional manner within defined timescales whilst ensuring global consumer service procedures and templates are being followed
• Enhancing efficiency and maintain quality amid increasing volumes of consumer inquiries conducting regular spot checks to ensure high-quality outputs
• Developing new set of KPIs and departmental strategy for the next 12-month horizon and beyond with the full utilisation of the new Zendesk tool
• Leading, coaching and developing Consumer Affairs team
• Providing regular functional calibration sessions to the Consumer Affairs team and wider E-shop and Retail team
• Collaboration with factories in order to organise responses for product related consumer enquiries and complaints. Collating feedback from factories and internal teams into response templates
• Collaboration with other Consumer Service and Quality Assurance divisions worldwide, to raise and identify issues and emerging trends ensuring up to date product information
• Prioritising consumer correspondence across all channels, adjusting priorities as necessary to align with department and organizational goals
• Creating reactive consumer messaging in collaboration with internal teams to ensure consistency, accuracy, and strategic coherence across all consumer inquiry topics
• Gathering and sharing consumer feedback with the relevant internal departments to help improve services
• Escalating trending inquiry topics and taking appropriate action as needed
• Producing, weekly, monthly KPIs and seasonal summary reports, conducting regular feedback sharing sessions with Marketing and Digital teams
• Developing and maintaining positive relationships and effective collaboration across cross-functional teams, including working with the Marketing, Digital and Sales to ensure Consumer Affairs team is always properly informed on the latest promotions and marketing activities
• Identification of improvement areas in the current consumer contact handling processes. Reviewing, updating and recording processes relating to CS to enhance efficiency within the department and optimising cross- functional workflows

What experience you will bring

• 3-5 years working experience with 2 years in a managerial and/or team lead role with proven results
• Experience in handling complex and sensitive consumer complaints and queries with a great level of empathy
• Excellent interpersonal and communication skills (both verbal and written), ability to apply strategic guidance in communication to diverse audiences including internal and external
• Results-oriented with ability to produce compelling data-driven reports
• Excellent attention to detail and strong PC skills
• Strong commitment to continues improvement initiatives on an ongoing basis
• Experience of Zendesk and of other consumer platforms
• Experience of evolving systems, processes and technology

How you will be rewarded financially

For the position of Consumer Affairs Manager,the salary range is £50,000 – £58,000 pro-rated. In addition, you will receive a benefits package including; bonus, pension, life cover, chocolate allowance; chocolate give-aways, chocolate discount, £100 personal incentive, birthday day off and so much more!

Being yourself every day

We want everyone at Lindt feel safe to be themselves, ensuring they are empowered, represented, celebrated and included in our workplace. You’ll notice this throughout the recruitment process; in our ‘dress for your day’ policy and through our proactive DE&I strategy.

Living our values everyday

At Lindt UK, our values guide us in everything we do. Being Passionately Lindt, Always Evolving, Building Real Relationships, Acting Responsibly and Making An Impact are an integral part of life here at Lindt.

What you can expect from us

In return for everything that you’ll bring, we can offer you an exciting role in a fast-growing organisation, where we’ll provide an environment where you will thrive, feel supported and fulfil your career aspirations, all while supporting your physical and mental wellbeing.

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