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Complaints Resolution Specialist

2 months ago

City of Boroondara, Australia Coles Group Full time
About the Role

We are seeking a highly skilled Complaints Resolution Specialist to join our team at Coles Group. As a key member of our Commercial team, you will play a critical role in supporting our customer care efforts by delivering timely investigations and providing clear responses to high-priority customer complaints and queries.

Key Responsibilities
  • Provide quality and technical advice, problem-solving, issue resolution, and complaints reporting to Coles Brand suppliers.
  • Undertake reports to identify high complaints trends and work with category product technologists and suppliers to resolve.
  • Support and deliver on cross-business reduction of customer complaints and quality issues.
  • Drive supplier improvements/quality action plans in a proactive manner or in response to an identified contact/issue trend in each category to improve the overall quality performance of the category.
About You
  • Bachelor's degree in Science, Engineering, or equivalent - preferably in food.
  • Minimum of two years' experience in quality assurance.
  • Previous experience within a manufacturing environment.
  • Experience investigating and resolving customer complaints.
  • Strong written and verbal communication skills.
  • Confident stakeholder management.