Consumer Services Manager

United Kingdom·Ashby de la Zouchmid

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Quick Summary

Overview

Consumer Services ManagerAshby-de-la-Zouch (Home of Hula Hoops, popchips, Nik Naks, and more…)Monday - Friday, 08:30 - 16:30 We operate a dynamic working model built on trust, choice and balance.

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OtherManager

We operate a dynamic working model built on trust, choice and balance. Colleagues typically connect in person 3 days per week, as we know the best ideas and relationships grow when we collaborate side by side.

About the Role

~1 min read

At KP Snacks, every consumer contact matters. This role sits at the heart of how we listen, respond and learn, making sure every complaint or enquiry is handled with empathy, expertise and integrity.

As Consumer Services Manager, you’ll lead our Consumer Services function, setting the standard for safe, compliant and human responses across all channels. You’ll protect consumer trust and brand reputation, while turning insight into action that improves product quality, commercial outcomes and consumer experience.

You’ll lead a team of four colleagues, ensuring the right capability, coverage and development are in place. Working closely with Site Technical teams, Marketing, Sales, Corporate Communications, Legal and senior leaders, you’ll play a vital role in spotting risk early, managing complex issues and shaping how KP Snacks shows up for consumers.

What We Offer

~2 min read

✓Leading a high-performing Consumer Services teamSet clear standards for tone, accuracy and empathy while coaching, developing and supporting colleagues through training, succession planning, wellbeing and an out-of-hours on-call rota

✓Owning end-to-end complaint and enquiry managementEnsure fair, timely and consistent handling across phone, email, letter, web and social channels, with strong first contact resolution and proportionate redress

✓Protecting quality, safety and complianceEnsure adherence to Food Law, Consumer Protection and data protection requirements, coordinating investigations of serious complaints with Site Technical teams and laboratories

✓Partnering across KP Snacks and beyondWork closely with Brand, Marketing, Sales and Technical teams, alongside local authorities, insurers and legal representatives, representing KP Snacks professionally and confidently

✓Turning Voice of the Consumer into insight and improvementOwn CRM and community management platforms, build meaningful dashboards and reports, and share trend insights that reduce recurrence, strengthen brand health and improve consumer outcomes