Senior Complaints Investigation Officer

3 weeks ago

Hawthorn East, Australia Coles Full time

JOB DESCRIPTION

We’ve been trusted to serve Aussie communities since 1914 and grown to become a top 30-listed on the ASX with 120,000 team members and a portfolio of iconic brands. At Coles Group, you’ll not only get to make a difference to millions of Aussie lives—you’ll also get to see your impact.

About the team

Our Commercial team is a large but close-knit group. We bring diversity of thought, backgrounds, and experience to every Business Unit at Coles Supermarkets, and Coles Local. We pride ourselves on the partnerships that we build, new ideas we develop and how passionately we work on convenient, healthy solutions for our customers.  

*Note: This is a 12-month fixed term contract. *

About the role

Reporting to the Product Compliance Manager, you lead a team to support Coles Own Brand product safety and quality performance. By reviewing and identifying trending customer contacts and returns, you will highlight any critical risk indicators for product safety and ensure Coles is upholding the highest quality and standards.

You will also:

  • Continued development of trend reporting and analytics to give clear direction to Business Unit technical teams on product safety and quality
  • Support the Customer Care team
  • Highlight any contacts of high risk for customer safety and reputation risk, or adverse trends
  • Responding to regulators requests for information regarding Own Brand products and ensuring investigation of any issues
  • Support the Coles Claims & Product Liability team to successfully resolve claims
  • Coordination of a targeted product surveillance program demonstrating Own Brand safety, quality, and compliance
  • Product testing of new instore concepts to confirm safety and quality before launch
  • Coordination and facilitation of team member development

About you and your skills

  • Tertiary degree in Food Science and Technology
  • Minimum of three years’ experience in quality assurance & product technology
  • Previous experience within a manufacturing environment
  • Experience investigating and resolving customer complaints
  • Strong written and verbal communication skills
  • Confident stakeholder management
  • Advanced Excel knowledge and Analytical Skills
  • Experience in CRM platform such as Salesforce
  • Experience in advanced BI Tools.

#LI-MJ22

Take your next step into something bigger, apply now

With us it’s not about the discounts (although you do get those), it’s about joining a team where your wellbeing and professional development is our investment and celebrating your contributions is the norm. And because everyone leads unique lives, we offer flexible work, additional leave and parental leave entitlements.

We’re continuing to build a gender equitable team, and a culture that is just as diverse, inclusive and welcoming as the communities we serve. We are committed to creating a workplace that is safe and respectful for our team. We encourage applications from people of all ages, cultures (including Aboriginal and Torres Strait Islander peoples), abilities, sexual orientation and gender identities.

We’re happy to adjust our recruitment process to support candidates with disability. For further information and additional contact details visit the ‘Our Recruitment Process’ section of our careers site or email inclusionrecruitment@coles.com.au

Job ID: 130356

Employment Type: Full time

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