Main Purpose of Job
To ensure the reporting of customer complaints internal KPIs are undertaken in a timely manner on a daily, weekly, monthly, quarterly and yearly basis. To maintain the site documentation control system.
To drive site awareness in:
- Customer complaints and progress on internal QA KPIs on a regular basis.
- Updates to documentation including SOPs, forms etc.
Key Responsibilities
To support maintaining and adapting complaint monitoring systems involving identifying gaps and improvements in site reporting systems.
Ensure that daily, weekly, monthly, quarterly and yearly reports are generated for all customer complaints and KPIs.
Creation and management of customers complaints handling including internal trackers and through customer database portals:
Including timely response to customer complaints particularly those potentially due to foreign bodies, sickness or injury.
Track and trend by customer, complaints at site level that will feed into the Group reporting back to customers. This may include weekly, monthly, quarterly or yearly reporting, as determined by the customers.
Work closely with the Site Technical manager and QA leads on reducing customer complaints by ensuring close out of Non-Conformances related to customer complaints and issues raised.
Attend team, site and customer team meetings, including presenting KPI and customer complaint information and trends.
Responsible for the document control system, ensure that updates of process and record format are controlled, and changes are communicated effectively to the wider site team. Support regular management of review of process and record documentation.
Undertaken regular GMP audits and internal audits.
Support compliance to our accreditations and customer requirements in a proactive manner. This may involve visiting customers or undertaking store visits.
Alongside QA team, undertake daily management taste and weekly consistency panels on finished products involving, support maintaining sampling schedule, arranging samples of retained product, cooking samples, documenting before and after appearance of product, running the panel (including providing QAS (Quality Attributes Standards) and documenting any observations and actions from the panel.
Support Food Safety Team, with sample labelling and system input and reporting of results as required.
Support Health & Safety risk assessments for QA activities.
Work alongside the Head of Technical on any project deemed necessary by the business.
Knowledge & Experience
Essential level of knowledge, qualification, training and experience necessary to enable the Jobholder to perform the job to an acceptable standard
Qualification
HND/Degree in a food related discipline or relevant experience.
Food Safety Level 2 as a minimum.
HACCP Level 3 as a minimum.
Qualification in Microsoft excel
Ideally GMP and Internal Audit training
Knowledge & Experience
3 years experience within Chilled Manufacturing (High Care and / or High Risk)
Worked in a similar role or can show previous experience.
Understanding of data processing and manipulation of data primarily in Excel including pivot tables and basic Microsoft programming.
Working in a cross functional role within manufacturing, QA and laboratory would be useful.
Skills and Attributes
Good organisational skills and communication skills
To always adhere to company values
To be punctual and accurate
As a representative of the company to perform duties in a professional, timely manner and complying with relevant timetables
To be proactive, constantly looking for new and better ways to perform your duties
To communicate problems and ask assistance from your line manager as required
To be courteous and to treat others as you would like to be treated yourself
To be part of the team
Confidentially of company information
Be aware and comply with company policy on health and safety and food safety
To highlight any issues which could compromise an employees personal safety or risk
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