At a Glance
- Tasks: Coordinate and resolve product quality complaints while ensuring customer satisfaction.
- Company: Join LDH La Doria, a leading supplier of ambient food products in the UK.
- Benefits: Competitive salary, training opportunities, and a supportive team environment.
- Other info: Dynamic role with opportunities for growth in a reputable company.
- Why this job: Make a real difference by improving product quality and customer experiences.
- Qualifications: Strong communication skills and a passion for quality assurance.
The predicted salary is between 31500 - 38500 £ per year.
About Us: LDH La Doria is a leading supplier of ambient food products to major UK supermarkets. Established for over 65 years, we are the best in the business, working in close relationships with all of our customers and meeting the highest of service targets.
A fantastic opportunity has arisen for a Quality & Complaints Coordinator to join our successful team at LDH La Doria, based at our state-of-the-art distribution facility in Sproughton, Ipswich. Reporting to the Technical Manager, the individual will act as the primary point of contact for colleagues, customers, and suppliers on all complaints and technical quality of our products.
- To be the first port of call for all customer complaints.
- Liaise directly with retailers, consumers, and relevant authorities in relation to complaints for branded and own label products.
- Liaise with suppliers to investigate and respond to customer complaints, product non-conformances, and QIN’s.
- To ensure that the relevant Technical Managers are aware of any serious complaints or emerging complaints trends.
- To calculate the amount of compensation given to complainant customers and ensure that they are dispatched in a timely manner once the complaint has been closed.
- To monitor the quality performance of products through the assessment of online review scores and consumer comments/feedback.
- To facilitate the delivery of the product quality framework through the coordination of benchmarking sessions and consistency panels.
- To support in the delivery of end-to-end Quality Attribute Sheets.
- To contribute to the delivery and continuous improvement of the LDH Quality Management System.
- To ensure that complaints are acknowledged, investigated, and effectively closed out within a specified time limit to match customer expectations.
- To ensure that complaints trends are highlighted and actioned swiftly.
- To provide accurate complaints and non-conformance information to relevant internal personnel and external customers as required, including trend analysis and reporting.
- When required, to dispatch compensation to customers as appropriate and invoices to suppliers accordingly.
- To ensure that consumers' perception of the quality of the products we supply is understood across the business and that action is taken for low scoring lines.
- Adhere to the Company’s Health and Safety Policy at all times.
- All staff are required to undertake training as determined by the Line Manager.
Measures of Performance:
- Complaints closed out within expected time limit.
- Positive feedback from all customers concerning the response time periods and quality of solutions provided.
- The provision of complaint summary data.
Locations
Technical Quality and Complaints Coordinator in Ipswich, Suffolk employer: LDH (La Doria) Ltd
LDH (La Doria) Ltd is an exceptional employer located in Ipswich, offering a dynamic work environment that fosters collaboration and innovation. With a strong focus on employee growth, the company provides ample opportunities for professional development alongside a competitive benefits package, including a discretionary annual bonus and a generous leave policy. The hybrid working model further enhances work-life balance, making it an attractive choice for procurement professionals seeking meaningful and rewarding employment.
