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Complaints & Compliance Management Advisor

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Date: 22-Jun-2022

Location: Edinburgh, GB, EH12 9DQ

Company: Lloyds Register

Business Background


Who are LRQA?

LRQA stands for dedication to clients, market firsts, and deep expertise in risk management. We’ve grown to become a leading global assurance provider, bringing together outstanding expertise in certification, customised assurance, cybersecurity, inspection, and training.


While we’re proud of our heritage, it’s who we are today that really matters, because that’s what shapes who we and our clients can become tomorrow. By staying true to our shared values and combining decades of collective experience, we support our clients in building a safer and more sustainable future.


What do we do?

We help our clients negotiate a rapidly changing world, by working with them to manage and mitigate the risks they face. We serve a wide variety of industries, from food, beverage, and hospitality to automotive, aerospace and transportation.


From independent third-party auditing, certification and training; to consultancy services; to real- time assurance technology; to data-driven supply chain transformation, our innovative end-to- end solutions help our clients shape their own future, rather than letting it shape them.


LRQA currently operates across 51 countries, has more than 2,500 colleagues, generates £315m in revenue, and supports more than 60,000 clients across a diverse range of sectors and markets.


The next chapter for LRQA

The future of business assurance is exciting and rapidly changing. New challenges and opportunities are arising all the time. We’re adapting to these challenges by expanding our portfolio of services and aiming to become the leading digitally enabled assurance provider.


With solid expertise and heritage in our sector, coupled with well-timed accelerated investment and a leadership team that is fully committed to delivering our vision, LRQA’s next chapter is set to be an exciting, transformational period of growth. We’re well placed to build on everything we’ve done and further our ambitions for the future. At such an exciting time key talent is critical, and this role is a great opportunity to be part of our next chapter.


The Role


Within LRQA we offer a Complaints service to Clients where we manage all the logging and management of any Customer Complaints, Food issues or accidents. The Complaints and Compliance Management Advisors (CCMA) within LRQA will manage any food complaints or incidents that are received and will manage the processing and close out of these. The incidents referred to will range from alleged food poisonings, food complaints, accidents, incidents and enforcing authority enquiries. These will be managed within KPI’s and quality Procedures to meet Clients needs.



Key Responsibilities:

To be customer centric, ensuring that all requirements are dealt with in a timely manner, meeting the KPI targets and ensuring closure to all requirements.

Manage incoming customer enquiries, in a professional and timely manner and within the timeline requirement.

Ensuring that customers and clients are kept informed of the progress of individual issues as required.

Have good telephone technique to make and receive calls from/to customers and their customers.

Be able to investigate incidents, interpret data and feedback

To conclude incidents in a timely manner as per internal targets, work instructions and KPI’s

Be able to prioritise work, based on risk, timelines, and customer importance

Have good writing skills, ensuring concise and professional notes are recorded for every action

Create management KPI reports

Have the ability to seek solutions to enquiries

Be proficient with online  systems and be able to advise and support suppliers/sites through the system (internal system training will be given).

To be able to communicate with enforcing authorities in a professional and effective manner.

Helping and supporting in the delivery of complaints service to ensure that client requirements and services are delivered on time, following agreed Service Level Agreement and KPI’s.

Liaising with other teams and the wider business to continually improve the service we offer.

Chasing Suppliers/Sites to ensure all the required information is provided within the agreed timelines.

To escalate incidents as required, either through internal reporting or external formal notifications, e.g. RIDDOR

Technical / Professional Qualifications / Requirements:


  • Formal Qualification in Food Safety and/or Health & Safety
  • Level 3 Food Safety and Level 3 H&S would be desirable
  • Computer literate
  • Food Safety or Health & Safety background in a practical capacity
  • Food Industry knowledge is an advantage
  • Experience with the retail / hospitality sector
  • Experience of customer service or compliance services in the retail and hospitality/leisure industry sectors
  • Allergen Knowledge and an understanding of regulations



Diversity and Inclusion at LRQA:

We are on a mission to be the place where we all want to work and we are passionate about embracing different perspectives because we understand the value this brings to our business, our clients and each other. We are all about creating a safer and more sustainable future and our inclusive culture is right at the heart of our business.

Together our employees make our communities better and we want you to be part of our diverse team!

LRQA is a leading global assurance provider.  The integrity and expertise we bring to our partnership with clients support their journey to a safer, more secure and more sustainable future. (Group entities).

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