Quality & Product Specialist

At Danone we operate Smart Working, this means that our Danoners are entrusted to balance the needs of their role, business, and stakeholder needs with their own personal choices on where and how they best do their work. We value output and personal contribution, enabling ‘Danoners’ to be their most energised, healthy, and productive selves.

When team connection and collaboration is required, our hubs are located in Chiswick, Trowbridge and Dublin.

Role Purpose

• To respond to inquiries and complaints concerning Nutricia products and services to Healthcare Professionals, Consumers, Patients and Carers by telephone, email and letter in line with agreed KPIs.
  Report customer feedback trends to the business and support commercial activity, working with medical and marketing.

Role Focus

• Provide an excellent customer experience by offering reassurance, advice on products, providing information and responding to complaints in an empathetic, enthusiastic and friendly manner.
• Handling and sending of complaint samples for return to factories for investigation
• Manage contacts to the Resource Centre and Quality Assurance
• Ensure all consumer / customer contact records are accurate and up to date
• Respond to all contacts in line with agreed KPIs : time, quality of answer, etc ...
• Investigate inquiries and complaints to respond in full to consumer / customer.
• Liaise with the Quality Product Specialist Team Leader for specific customer queries and or escalations.
• Ensure correct escalation procedure is followed , working together with all areas of the business
• Contribute data, feedback, trends and analysis to monthly summary report to develop improvement products and services
• Take an active role in the service/product improvement and proactively highlight these areas to wider business

Scope & Impact:

• Customer facing role providing assurance and advice to healthcare consumer, patients, carers and HCP’s
• Manages complaint investigations and sample returns to Supply Points
• Proactively highlights opportunities for improvements (based on feedback)
• Drives patient and HCP insights on SNU topics
• To anticipate and act upon customer feeling/satisfaction- based on customer feedback and comments, develop robust action plans to aid service improvement

As a successful Quality & Product Specialist we would love to see you demonstrate:

• Self-aware, builds relationships and trust quickly and seeks to collaborate
• Conscientious, accurate, with strong attention to detail
• Excellent communication skills
• Plans activities in a systematic way; able to think ahead and consider different options to achieve goals
• Acts with speed, agility and pragmatism- driving performance with appropriate sense of urgency
• Results driven and shows tenacity to achieve a high-quality outcome

Danone are a world leader across 3 categories: Essential Dairy & Plant Based, Natural Sourced Waters and Specialised Nutrition, many of our consumer brands are household names, ranging from heritage brands like Cow & Gate and Harrogate Waters to international favourites like Actimel, Alpro and evian. In the UK & Ireland and in every market in which we operate, we are committed to delivering health through food and drink to as many people as possible.

We operate at 5 production sites as well as our 3 HUBS in Chiswick, Trowbridge and Dublin - led by our people who power everything we do and are key to our success. We are a team of 2000+ Danoners, part of a 100,000 strong global family.

‘A force for good’, we are the first top 10 branded food and healthcare manufacturer in the UK & Ireland to certify as a B Corp. We are part of a growing global community set up to balance purpose and profit, helping to create a better world while thriving as businesses.

Our mission and values guide how we behave, our flexible ways of working, how we connect with our communities and how we grow & develop our people. We offer a competitive package including a double matched pension, annual bonus, private healthcare, life assurance, flexible benefits and product vouchers.

As a global company, Danone serves a huge array of different communities, with different cultures, local tastes and habits. Our teams need to represent the diversity of these millions of people and we therefore encourage applications from all backgrounds and aim to create a workplace where our Danoners can be their true authentic selves.