Danoners are steering us to a more sustainable future, helping to make the world healthier. As a certified B-Corp, we have our Danone Impact Journey to 2026. This will only be possible with each and every one of our leaders. Do you want to be one of them? For more information on our Danone Impact Journey click HERE.

Role Purpose:

To log and respond to feedback and complaints concerning Nutricia products from Healthcare Professionals, Patients and Carers by telephone, email and letter in line with agreed KPIs. Report customer feedback trends to the business and drive improvements with out products and services

Please note, this is a 6 month fixed term contract.

Key Activities:

• Provide an excellent customer experience by offering reassurance, information on products and services and responding to complaints in an empathetic, enthusiastic and friendly manner.
• Prioritising Skills – Being able to prioritise your workload ensure all KPIs are consistently achieved and being able to react to any urgent quality challenges.
• Manage all escalations & initiate investigations: Respond quickly to highly emotive highly complex complaints to mitigate potential crisis activity. E.g. Patient safety incidents, data incidents, food safety issues.
• Handling and sending of complaint samples for return to factories for investigation.
• Ensure all patient / customer contact records are accurate and up to date.
• Respond to all contacts in line with agreed KPIs (internal & external NHS contracts).
• Trend monitoring: Contribute data, feedback, trends and analysis to monthly summary report to develop improvement products and services working together with all areas of the business.
• Continuous improvement: identifying opportunities with ways of working to drive efficiencies with ways of working, data collection and customer service. 

We would like you to demonstrate your following key skills:

• Attention to detail
• Communication skills
• Problem-solving abilities
• Collaboration
• Organisational skills 
• Ability to break down complex data sets and identify patterns, trends, and insights 

Salary Bracket: £26,700-£29,500 + bonus & benefits

At Danone UK & Ireland, we are committed to delivering better health through better nutrition for millions of consumers and patients in our communities.

We believe in the benefits of working both in the office hub and at home. Time in the hub enhances community, problem solving and innovation, while home working supports focus, learning and wellness.

Our hybrid working framework is designed to help you perform your role in the most efficient way. Your manager will guide how you split your time between home and your nearest hub, based on your role and business needs.

The aim is to support you in doing your best work, while creating connection moments that matter.

We have a range of flexible benefits and excellent rewards, click here to find out more.

Inclusion and Diversity (I&D) is deeply embedded in Danone's DNA, representing our core values and beliefs. We embrace diversity as a driving force for positive change, nurturing an inclusive workplace where every individual is valued.

The closing date for applications is Wednesday 27th May, you will therefore hear about your application after this date.

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