Brand & Regulatory Executive

We are currently recruiting for Brand & Regulatory Affairs Executive . This role will manage any complaints or enquiries relating to our Brands business across UK&I, ensuring we uphold the reputation of our portfolio of iconic brands. As a result, it will liaise closely with the Marketing teams, ensuring all consumer responses are handled effectively and efficiently.. In this role, the individual will be responsible for the effective execution of all administrative tasks relating to customer complaints and non-conformances for the Brands business within Pilgrim's Europe, ensuring the timely provision of information and resources to others. In addition to the Consumer Relations aspect, this role will also work closely with the Head of Regulatory Affairs to support them in consultations, feedback to the business, researching different regulations and deputising for them in meetings where necessary. This will involve them being coached in all aspects of Regulatory Affairs to build their knowledge. The individual will also be expected to deputise for the Group Consumer Relations Manager/Executive during periods of holidays or absence.
Responsibilities:
Manage all complaint or query related interactions wrt Pilgrim's Europe brands, responding promptly where applicable, ensuring the Marketing team are aware of any adverse trends or queries that require their response. Keep records of all customer/consumer interactions.
Monitor the brands' Social Media channels (e.g., Facebook, Instagram, TikTok) to identify any queries / complaints, and then respond to consumers as appropriate, liaising with the Marketing team
Support the Head of Regulatory Affairs in whatever tasks they assign. This will include: Review/update/maintain the current Pilgrims Europe Regulatory Hub to enhance user experience
Horizon scanning industry updates and share knowledge with the team
Draft and issue Bi-monthly internal regulatory compliance newsletters to the wider Pilgrims Europe team
Assist with providing clear and concise responses to internal regulatory queries

Assist in developing guidance and training on new legislation requirements
Responsible for various business KPI reports produced on a weekly basis for distribution internally.
Responsible for complaint and non-conformance management. This involves: Dealing with complaints and non-conformances received by phone, email, post and customer portals.
Logging, processing and closing of complaints and non-conformances on complaint database, Respond, or relevant logs.
Organisation of reimbursement for customer complaints where applicable.
Ensuring all logs and spreadsheets are maintained and kept up-to-date.

Issue KPI Group Reports and Dashboards to sites and Senior Leadership Teams.
Build relationships with sites and customer-facing teams to help support them in any complaint management or reduction plans
To work in a manner that actively seeks to reduce any negative environmental impact in relation to the processes and procedures operating within their area and across the wider business e.g. reduction of waste, recycling etc.
Any other reasonable duties as may be required.
Essential Criteria:
Administration experience
Computer literate with excellent Excel skills, Powerpoint, Word and Outlook
Previous experience of using software packages
Highly organised with the ability to prioritise and execute tasks in a timely and appropriate manner
The ability to multi-task
Excellent communication skills (both written and verbal), with a professional telephone manner including active listening.
Excellent numeracy skills
Good interpersonal skills and able to work as part of a team.
Attention to detail and the ability to work with a high degree of accuracy
Self-starter and positive attitude to work and keen to learn.
Proven ability to work with all levels of colleagues up to Exec level
Proven ability to manage people, including difficult personnel situations
Ability to live and demonstrate our values
Desirable Criteria:
Food industry knowledge and experience
Previous experience in a similar role in a busy environment
Experience producing Technical reports
Previous experience of referencing or working to Regulatory requirements
Previous experience of interacting with local authorities/government bodies
Previous experience of working with company own brands
Knowledge of Pilgrim's Europe brands
Experience dealing major retailers and customers / general public
Computer qualification
Full driving licence, held for 1 year

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