Consumer Care Advisor

Hovis Bakeries; Liverpool City Region; Híbrido; GBP 25 000 - 30 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Social media bonus

Resumo da oferta

Hovis Bakeries in the United Kingdom is seeking a Consumer Care Advisor to manage consumer enquiries and complaints from initial contact through to resolution, across phone, email and social media, while reflecting the brand voice.

Reporting to the Consumer Care Team Leader, you will monitor KPIs, produce accurate reports and elevate complex complaints to senior stakeholders. On-call social media shifts are included.

Qualificações

• Experience in customer service or complaints handling.
• Strong knowledge of social media and brand communication.
• Experience with CRM and reporting systems is desirable.

Responsabilidades

• Manage consumer enquiries and complaints from initial contact to resolution.
• Respond across phone, email and social media, reflecting brand voice.
• Monitor KPIs, produce accurate reports and escalate complex cases.
• Support team performance and coach members where needed.
• Act as senior escalation point for complex cases in line with company values.
• Be on call for social media during specified hours.

Conhecimentos

Customer service

Complaints handling

Social media knowledge

Team coordination

Ferramentas

CRM systems

Reporting tools

Descrição da oferta de emprego

Requisition ID4326-Posted19/10/2026- Region (1) - Job Category (2) -Permanent-Full Time- Company (1)

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)

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 elevate complex complaints to senior stakeholders.

This role requires being on call for social media Monday-Friday is 2pm to 10pm and Saturday and Sunday 9am to 10pm every 5 weeks. A social media bonus will be paid for this.

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

Key Accountabilities

As a Consumer Care Advisor you will:

• ComplaintResolution: 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.