About this role
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. 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.