Consumer Care Advisor

Allied Bakeries | part of Associated British Foods plc; Liverpool; Hybrid; GBP 25,000 - 30,000; Full time

Benefits offered by this job

Competitive Salary

25 days holiday + bank holidays

Free Onsite Parking

Employee Assistance Programme

Health Scheme

Holiday Purchase Scheme

Pension Scheme

Onsite Shop

Eyecare Vouchers

Cycle to Work Scheme

Loyal Service Awards

Employee Referral Scheme

Discounts on groceries, holidays and更多

Job summary

Allied Bakeries, part of Associated British Foods, is seeking a Consumer Care Advisor in Liverpool to manage consumer inquiries and complaints via phone, email and social media, while upholding the brand voice. You will monitor KPIs, produce reports and escalate complex issues to senior stakeholders.

Hybrid working is offered with two office days per week. The role emphasizes empathetic resolutions, timely responses, and strong communication skills to maintain customer trust and brand integrity.

Qualifications

• Experience in customer service, complaints handling or consumer relations.
• Strong knowledge of social media and brand communication.
• Team management and KPI delivery experience.
• Excellent written and verbal communication skills.
• Confident using CRM and reporting systems.
• Able to manage sensitive matters with discretion and professionalism.

Responsibilities

• Complaint Resolution: Manage complaints across all channels, following agreed procedures and delivering timely, empathetic resolutions.
• Issue Escalation: Identify and escalation complex complaints to senior stakeholders or specialist teams.
• Social Media Engagement: Respond to consumers on social media in a positive, constructive and brand-appropriate way.
• Reporting: Produce accurate reports on complaints, trends and customer sentiment.
• Customer Relationships: Build trust and loyalty through consistent, professional communication.
• People Management: Support and coach team members, set expectations and monitor performance against KPIs.
• Complex Cases: Act as a senior escalation point, ensuring outcomes meet company values and regulatory requirements.

Skills

Customer service

Complaint handling

Social media knowledge

Team management

CRM & reporting

Written & verbal communication

Tools

CRM systems

Job description

Allied Bakeries are owned by Associated British Foods. ABF is a diversified international food, ingredients and retail group with sales of £20.1bn and 138,000 employees in 56 countries. It has significant businesses in Europe, Africa, the Americas, Asia and Australia. Our sister companies in ABF UK Grocery produce products under many market-leading household brands, including Jordans, Ryvita, Pataks, Blue Dragon & Silver Spoon. We are proud of our brands: we make top 10 UK grocery brand Kingsmill as well as Allinson’s and Sunblest. You’ll know us best through our white, wholemeal and seeded market-leading loaves, as well as Kingsmill 50/50, the nation’s favourite Healthier White, and our delicious pancakes, crumpets, hot cross buns and other bakery products. The success of our business depends on us having the right people on the team. We are incredibly passionate about our business, but it isn’t for the faint-hearted – it’s pacey and demanding so our people need to have a positive attitude and to want to work inclusively. We take massive pride in what we do, not least in how colleagues based in our bakeries and depots have one of the best safety performance records in the industry.

Our Grocery Service Centre, based near Liverpool, is a hub for transactional activity across multiple ABF companies within the ABF Grocery division. Supporting some of our well-known brands such as Kingsmill, Pataks, Blue Dragon, Jordans, Ryvita and Silver Spoon, amongst others. We deliver Shared Service activities across a wide range of disciplines including Customer Services, Consumer Care, Finance, Payroll, HR and IS.

If you’re looking to join a business that is passionate, encourages you to be the best you can be, and values its people, we’d love to hear from you.

Overview Of Role

Location: Liverpool, Merseyside

Salary: £27,700pa (plus a social media bonus after training).

Hybrid Working: on average 2 days in the office per week (subject to business requirements)

Permanent

The Consumer Care Advisor manages consumer enquiries and complaints from initial contact through to resolution. Reporting to the Consumer Care Team Leader, you will provide timely, empathetic responses across phone, email and social media, including Facebook, X and Instagram, while reflecting the brand’s voice.

You will also support team performance, monitor KPIs, produce accurate reports and escape complex complaints to senior stakeholders.

Why Join Us?

We believe in rewarding our employees and providing a supportive work environment. Here’s what you’ll get:

Competitive Benefits Package including:

• Competitive Salary
• Generous Leave – 25 days holiday + bank holidays
• Free Onsite Parking
• Employee Assistance Programme
• Health Scheme
• Holiday Purchase Scheme
• Pension Scheme
• Onsite Shop
• Eyecare Vouchers
• Cycle to Work Scheme
• Loyal Service Awards
• Employee Referral Scheme
• Discounts on groceries, holidays and more.

Key Accountabilities

• Complaint Resolution: Manage complaints across all channels, following agreed procedures and delivering timely, empathetic resolutions.
• Issue Escalation: Identify and escalation complex complaints to senior stakeholders or specialist teams.
• Social Media Engagement: Respond to consumers on social media in a positive, constructive and brand-appropriate way.
• Reporting: Produce accurate reports on complaints, trends and customer sentiment.
• Customer Relationships: Build trust and loyalty through consistent, professional communication.
• People Management: Support and coach team members, set expectations and monitor performance against KPIs.
• Complex Cases: Act as a senior escalation point, ensuring outcomes meet company values and regulatory requirements.

The Right Person

• Experience in customer service, complaints handling or consumer relations.
• Strong knowledge of social media and brand communication.
• Team management and KPI delivery experience.
• Excellent written and verbal communication skills.
• Confident using CRM and reporting systems.
• Able to manage sensitive matters with discretion and professionalism.