Customer Care Advisor

Muntons is a global supplier to the food and drinks industry producing the highest-quality malt and malted ingredients for some of the most famous, well-loved brands around the globe for over 100 years. Our customers range from multinational food and beverage producers, to start ups, and small independent craft brewers and distillers… you’re likely to have tasted our products already, without even knowing it!

We are proud of our Suffolk heritage and team. We trust all our people to bring ideas and positive change to our business. We continue to look to the next 100 years as a strong and sustainable global supplier of malt and malted ingredients.

Customer Care Advisor

We are looking for a Customer Care Advisor to join our QSHE team. This role plays a key part in ensuring customer complaints are handled thoroughly, fairly, and in line with regulatory and food safety requirements. You will act as a central point of coordination, working closely with internal teams to investigate issues, identify root causes, and drive effective resolutions that maintain customer confidence and support continuous improvement.

In this role, you will:

• Manage and maintain the Muntons Complaints Management System
• Ensure complaint investigations are completed swiftly and that root causes are identified
• Monitor complaints data and trends, advising the Leadership Team and supporting the implementation of remedial actions
• Contribute to promoting a strong Behavioural Food Safety Culture, supporting engagement across the business so employees understand and proactively manage food safety risks
• Coordinate and oversee complaint investigations, liaising with relevant departments to drive issues through to resolution
• Prepare reports on complaint trends, identifying areas for improvement and presenting findings to management
• Ensure all complaints are handled in line with company policies, regulatory requirements, and relevant legislation
• Support customer information requests, including technical data packs and certificates of analysis

The Core Behaviours

• Team Collaboration – Fosters a collaborative environment
• Respectful and Welcoming – Treats everyone equally, fairly, & respectfully
• Proactive and Positive Attitude – Brings a ‘can-do’ attitude to new challenges
• Health & Safety Mindset – Recognises that a safe environment is core to our business

The Person

• A professional qualification in Complaints Management or a relevant discipline (or equivalent experience)
• At least 2-3 years’ experience in a complaints management or customer quality role
• Strong communication skills, with the ability to explain outcomes clearly and empathetically
• Experience working collaboratively across teams to resolve issues
• A proactive, solutions-focused approach with a commitment to continuous improvement
• The ability to positively contribute to the QSHE team and the wider business

In Return

• Starting salary £34K
• 5% employer pension contribution
• Structured training, mentoring and development
• Exposure to real-world projects and experienced specialists
• Profit-based bonus scheme
• Flexible working options
• Great benefits package

We’re passionate about quality, innovation and sustainability, and we’re already more than halfway towards our net-zero carbon target by 2050. You’ll be part of a collaborative, supportive environment where your development truly matters.