As the operational lead for consumer care and for the strategic management of the external Contact Centre within this renowned FMCG business, you’ll ensure best practice in customer service, using consumer data and insights to raise awareness of consumer thinking to the business, working with external affairs to develop appropriate messaging for consumers on corporate and brand initiatives, and ensuring that the Contact Centre is equipped with the information required to ensure that consumers receive a professional, reputable service
With responsibility for identifying and providing early warning of emerging issues to internal stakeholders in order to minimise business risk, and as a member of the crisis communication team, you’ll help to shape response and execute crisis management procedures should issues.
Qualified to degree level and with experience in an in-house or agency-side Corporate Affairs, Consumer Care or Communications role, you bring a deep appreciation of the critical value that the consumer voice can have on reputation, and you’ll be skilled in developing and adapting messaging for consumers across a range of channels including digital and social media. Excellent oral and written skills are essential and you’ll be comfortable engaging with senior management, providing appropriate counsel in a fast-paced operational environment. Experience of using CMS and providing insight from data would be a plus.