Customer Complaints Advisor
Muntons is a global supplier to the food and drinks industry producing the highest-quality malt and malted ingredients for some of the most famous, well-loved brands around the globe for over 100 years. Our customers range from multinational food and beverage producers, to start ups, and small independent craft brewers and distillers youre likely to have tasted our products already, without even knowing it!
We are proud of our Suffolk heritage and team. We trust all our people to bring ideas and positive change to our business. We continue to look to the next 100 years as a strong and sustainable global supplier of malt and malted ingredients.
Customer Complaints Advisor
We are looking for a Customer Complaints Advisor to join our QSHE team. This role plays a key part in ensuring customer complaints are handled thoroughly, fairly, and in line with regulatory and food safety requirements. You will act as a central point of coordination, working closely with internal teams to investigate issues, identify root causes, and drive effective resolutions that maintain customer confidence and support continuous improvement.
In this role, you will:
Manage and maintain the Muntons Complaints Management System
Ensure complaint investigations are completed swiftly and that root causes are identified
Monitor complaints data and trends, advising the Leadership Team and supporting the implementation of remedial actions
Contribute to promoting a strong Behavioural Food Safety Culture, supporting engagement across the business so employees understand and proactively manage food safety risks
Coordinate and oversee complaint investigations, liaising with relevant departments to drive issues through to resolution
Prepare reports on complaint trends, identifying areas for improvement and presenting findings to management
Ensure all complaints are handled in line with company policies, regulatory requirements, and relevant legislation
Support customer information requests, including technical data packs and certificates of analysis
The Core Behaviours
Team Collaboration - Fosters a collaborative environment
Respectful and Welcoming - Treats everyone equally, fairly, & respectfully
Proactive and Positive Attitude - Brings a can-do attitude to new challenges
Health & Safety Mindset - Recognises that a safe environment is core to our business
The Person
A professional qualification in Complaints Management or a relevant discipline (or equivalent experience)
At least 2-3 years experience in a complaints management or customer quality role
Strong communication skills, with the ability to explain outcomes clearly and empathetically
Experience working collaboratively across teams to resolve issues
A proactive, solutions-focused approach with a commitment to continuous improvement
The ability to positively contribute to the QSHE team and the wider business
In Return
Starting salary £34K
5% employer pension contribution
Structured training, mentoring and development
Exposure to real-world projects and experienced specialists
Profit-based bonus scheme
Flexible working options
Great benefits package
Were passionate about quality, innovation and sustainability, and were already more than halfway towards our net-zero carbon target by 2050. Youll be part of a collaborative, supportive environment where your development truly matters.
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