Consumer Services Advisor

Description

Great People Work Here

In Twinings UK&I we’ve come a long way since Twinings began in 1706, and we’re excited that we are now a leading brand in both hot and cold Wellbeing drinks, empowering millions of consumers to get the most out of life. We’ve created an organisation designed to be in flow, where everyone has a pivotal role to play, and an experience that enables you to get the most out of life at Twinings and thrive.

The role of Consumer Services Advisor provides a professional, knowledgeable, and consumer-focused service by acting as the first point of contact for consumer enquiries and complaints.

Working as a member of the Consumer Services team within the Customer Logistics function and the wider PCSL department. You will champion service excellence by acting as a trusted escalation point for consumers.

Providing expert knowledge and guidance within the Consumer Services Team, you will identify opportunities to improve processes to strengthen overall service performance and protect brand reputation.

Key Responsibilities

• Day-to-day handling of all consumer contacts across multiple communication channels (telephone, email, Live Chat, reviews, marketplaces and social media).
• Resolution of consumer queries within SLAs.
• Investigate, resolve and take ownership of consumer concerns, escalating when required.
• Develop and maintain an advanced understanding of products, policies, systems and procedures.
• Ensure consumer contacts are handled in line with company policies, compliance requirements and service standards.
• Maintain accurate recording of consumer contacts within CMS.
• Strive for continuous improvement and champion quality and accuracy through Consumer Service interactions, processes and procedures.
• Work collaboratively across teams
• Compile and circulate monthly and weekly reports to internal stakeholders including brand contact reports and ad-hoc stakeholder reports.
• Provide service to Quality & Food Safety and International Markets by consolidating global complaint data and circulating weekly and monthly quality reports on time.
• Handle consumer data in accordance with Data Protection Regulations.
• Keep abreast of key brand developments, changes, new products and trends.
• Update and contribute to knowledge bases to ensure accuracy and accessibility.
• Champion the consumer perspective to improve service, reduce complaints and enhance the end-to-end consumer journey.
  
  

Skills, Knowledge and Expertise

• Previous experience in Consumer Service/Consumer Support role.
• Proven consumer satisfaction and process improvements record.
• Proven record in brand protection and reputation management.
• Demonstratable experience in working collaboratively across teams, boundaries and hierarchy.
• IT skills – excellent knowledge, understanding and competent use of ERP systems, CMS, social media platforms and Microsoft Office.
• Strong and articulate communication skills across all levels - written and verbal.
• Excellent relationship building and interpersonal skills.

Benefits

• Yearly bonus based on personal contribution and financial performance
• 25 days holiday plus 8 bank holidays and the option to buy and sell holidays
• Perkbox – employee discount scheme with discounts online, in high street stores, cinema, holidays, restaurants and many more
• Pension scheme with your contributions matched for up to 10% of your salary
• Cycle to work scheme
• SimplyHealth Cash plan
• Electric Car Scheme
• Access to LinkedIn Learning
• Access to ABF Networking, connect, collaborate, and grow across the ABF Group.

Twinings has become one of the world’s most renowned tea companies over its 300-year history because we never stop learning, never stop experimenting and never stop inventing. We take pride in our tea from bud to cup and have been working with some of our tea estates around the world since the early 18th Century.

More than 300 years later, the love of tea is still here - and so are we! We still sell tea from Thomas’s shop, and we still work hard to bring the most innovative new blends to tea lovers around the world. Now, we have over 500 varieties and our teas are cherished all over the world. Our expert master blenders taste more than 3,000 cups of tea every week. So you can be sure the next cup you taste will be every bit as good as the one yesterday or the day before.

Our approach to Diversity, Equity & Inclusion

At TwiningsOvo, we believe in the power of diversity to drive innovation and meaningful work. We are committed to building a workplace where people from all backgrounds, identities, and experiences feel safe, valued, have a sense of belonging and are empowered to thrive. Inclusion is more than a goal, it’s how we work together every day. As an equal opportunity employer, we prohibit any unlawful discrimination against an applicant on the basis of their ethnicity, colour, religion, sex, gender, gender identity, gender expression, sexual orientation, national origin, family or parental status, disability, neurodiversity, age, socioeconomic background or any other status protected by law and are committed to promoting diversity across our workplace.

Applicants may be entitled to reasonable adjustments under the terms of the Equality Act. A reasonable adjustment is a change in the way things are typically done which will ensure an equal employment opportunity.

Please inform our Talent Acquisition or HR Shared Services team if you need any assistance completing your application or to otherwise participate in the application process.