Job Description

Consumer Services Manager
Ashby-de-la-Zouch (Home of Hula Hoops, [Employer hidden — sign up to reveal], Nik Naks, and more…)
Monday - Friday, 08:30 - 16:30

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.

Join our snack-loving team
We’re looking for a Consumer Services Manager to join us at [Employer hidden — sign up to reveal]. If you’re ready to bring your ideas to the table, grow your skills and be part of a team that values what makes you, you – this could be your next big move.

About the role
At [Employer hidden — sign up to reveal], 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 [Employer hidden — sign up to reveal] shows up for consumers.

What’s in it for you?
We believe in rewarding our colleagues and helping them thrive. Here’s a flavour of what we offer:

• Competitive annual salary, plus an annual bonus scheme, with a strong track record of overachievement
• Comprehensive healthcare support – including Medicash Health Cash Plan or Private Healthcare, Digital GP, Best Doctors second opinion service and specialist cancer care
• KP Pension Plan – contribution matching up to 7% of your salary
• 25 days holiday, plus the option to buy more
• KP4ME – our online platform for benefits, discounts, wellbeing tools and more

What will you be doing?

• Leading a high-performing Consumer Services team – Set 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 management – Ensure 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 compliance – Ensure adherence to Food Law, Consumer Protection and data protection requirements, coordinating investigations of serious complaints with Site Technical teams and laboratories
• Partnering across [Employer hidden — sign up to reveal] and beyond – Work closely with Brand, Marketing, Sales and Technical teams, alongside local authorities, insurers and legal representatives, representing [Employer hidden — sign up to reveal] professionally and confidently
• Turning Voice of the Consumer into insight and improvement – Own CRM and community management platforms, build meaningful dashboards and reports, and share trend insights that reduce recurrence, strengthen brand health and improve consumer outcomes

Who are we?

We’re [Employer hidden — sign up to reveal], part of the Intersnack family. Across more than 30 countries, over 15,000 of us work together to make the snacks people love – from Hula Hoops to McCoy’s. In the UK, we’re a team of around 2,400 colleagues, based across seven sites and our Slough HQ. We’re proud of our close-knit culture, where we speak up, celebrate differences and push boundaries together.

We’re committed to inclusion
We’re building a workplace where everyone belongs. If you don’t tick every box, we’d still love to hear from you – your unique perspective could be just what we need. And if there’s anything we can do to make the process easier for you, just let us know.

Job Requirements

• Proven leadership experience in Consumer Services or Customer Care – A strong track record of leading teams within a branded FMCG environment, including handling complex or legally sensitive complaints
• Sound technical and regulatory understanding – Working knowledge of Food Law, Consumer Protection, UK data protection and local authority structures
• Confidence owning systems, insight and budgets – Experience managing CRM platforms, external partners and budgets, using data to drive smarter decisions and better service
• Excellent communication and influencing skills – The ability to communicate clearly, credibly and empathically across written, digital and verbal channels, including with senior stakeholders
• A calm, practical and solutions-focused approach – Comfortable balancing consumer fairness, commercial impact and reputational risk to reach the right outcome