Job Title: Quality & Product Specialist Clients: Danone Salary: £27,000 Location: Konecta UK, 8 Harbour Exchange Square, London, E14 9HF Hours: 40 hours per week Operational hours: Monday to Friday 8am till 10pm, Saturday 8am till 10pm Main Purpose of Role As a Quality & Product Specialist, you will be responsible for providing an excellent customer experience by offering reassurance, advice on products and responding to complaints in an empathetic, enthusiastic, and friendly manner. This role requires strong prioritization skills to ensure all key performance indicators (KPIs) are consistently met while effectively handling quality-related challenges. You will manage escalations, responding promptly to highly complex and emotive complaints to mitigate potential crisis situations. Additionally, you will oversee the handling and sending of complaint samples to factories for thorough investigation, ensuring accurate and up-to-date consumer and customer contact records. By analysing customer feedback and complaints, you will contribute to the improvement of products and services, ensuring the business continues to meet high standards of quality and customer satisfaction. Key Responsibilities Provide expert product advice and reassurance to consumers, patients, carers, and healthcare professionals (HCPs) Prioritize workload efficiently to ensure KPIs are met consistently Manage escalations and respond quickly to highly emotive and complex complaints Ensure all consumer/customer contact records are accurate and up to date Investigate inquiries and complaints thoroughly, ensuring comprehensive responses to consumers and customers Follow the correct escalation procedures, working collaboratively with different areas of the business Contribute to monthly reports by providing data, feedback, trends, and analysis to support product and service improvements Identify and act upon customer satisfaction trends to drive continuous service enhancements Handle and send complaint samples to factories for investigation Proactively highlight opportunities for product and process improvements based on custom Skill Required ● Excellent communication and interpersonal skills, with the ability to engage empathetically with consumers and HCPs ● Strong written and verbal skills to ensure clear and professional communication ● Ability to prioritize workload effectively to meet business objectives ● Experience in customer care, preferably within the healthcare or nutrition sector ● Strong attention to detail and problem-solving skills ● Ability to manage complaints and escalations effectively ● IT skills, including proficiency in Microsoft Office and CRM software such as Salesforce ● A proactive approach to identifying opportunities for service improvements ● Self-motivated and a team player ● To have fun at work Who are Konecta UK? We partner with clients to deliver outstanding customer experience. We combine talent, innovation, and industry expertise, supporting our clients in engaging with their customers, building loyalty, and maximising value with a strong commitment to the environment and society. We are an international company that provides customer experience services worldwide. With more than 200 sites in 24 countries on three continents and around 130,000 people speaking more than 30 languages, we adapt to each country, culture, and time zone. Our clients employ us to communicate with their customers in the most effective ways – this can be on the phone, via email, on the web through live chat or any social media channels. Why work for us? ● Konecta UK working culture of fun and sociable team environment ● Pension Scheme ● Eye test vouchers and discounts ● Discounted corporate gym membership with Nuffield ● Involvement with local charities and fundraising days ● Campaign specific benefits including discounts, incentives and prizes ● Recommend a friend scheme paid reward of £500 ● Apprenticeships qualifications and career flight path schemes ● Recognition and reward schemes with Love to Shop Voucher rewards. ● Cycle to work scheme Operational Days and Hours With given notice, Konecta reserves the right to change your working hours. Please note that whilst you will be supporting the Danone contract, whose opening hours are 8am – 8pm Monday to Friday and 10am – 5pm Saturday, your Konecta contracted hours will be 8am - 8pm Monday to Sunday. You may be required to cover evenings and weekends when required by the business. Systems & Training Full training will be given by Konecta and will include supporting on-going training requirements for the duration of the project. You will also receive a full company induction that will include many areas such as Data Protection Act and all other systems and soft skills training. Achievement results and opportunity for Growth The suitable candidate will be welcomed into the team where they will work alongside established, skilled consultants to help ‘raise the bar’ in terms of customer experience. Quality & Product Specialist are required to meet established individual SMART objectives as set. Targets will be confirmed, but will include productivity, Customer satisfaction, data capture accuracy and call quality targets. These will be communicated by the Team Leader (on behalf of the client). Growth and development are encouraged and supported and over time the team member will have the opportunity to progress their role and take on additional duties. This added responsibility being rewarded with a salary increase.