Consumer Services Executive

The Role

Are you ready to be the go-to expert for consumers and customers in a cutting-edge global FMCG company?

At Imperial Brands we're supported by 25,000 passionate employees worldwide and seeking a dynamic and detail-oriented individual to join our team. As a Consumer Services Executive, you'll provide first-class product support, resolve complaints and enquiries on the first go, and deliver valuable insights to our stakeholders.

Join us on our innovative journey and make a real impact! Apply now and be part of something extraordinary!

Principal Accountabilities

• Deliver First-rate Service: Ensure exceptional support for consumers and customers, both internal and external.
• Own the Resolution Process: Take full ownership of consumer complaints and feedback, from notification to resolution.
• Drive Improvements: Resolve complaints with a focus on first-time resolution, analyse insights for product and process enhancements.
• Support and Collaborate: Assist the brand team with consumer initiatives and information requests.
• Maintain Accurate Records: Capture all feedback, queries, and complaints in the CRM system, and log product complaints on the CIS platform for thorough investigation.
• Ensure Compliance and Coordination: Liaise with Legal and RAP teams for compliant responses, manage replacement product stock, and escalate significant complaints appropriately.

Key Skills & Experience

• Confident Communicator: Proven, effective, and confident in all communication.
• Tech-Savvy: Proficient in all office software packages.
• Thrives Under Pressure: Capable of managing tight deadlines and high workloads.
• Organized and Decisive: Strong organizational skills and the ability to make decisions independently.
• Courteous and Diplomatic: Excellent telephone manner with judgment, tact, and diplomacy.
• Positive Team Player: Optimistic and adaptable, proactive and eager to drive business improvements

What We Offer

In return for playing your part in building our future, you will receive a comprehensive compensation package with salary, bonus scheme and further benefits as well inspiring places to work and collaborate with purpose. Here at Imperial we will give you the opportunity to grow and learn, innovate at pace and be a part of our purpose to forge a path to a healthier future for moments of relaxation and pleasure for our consumers.

Everyone Belongs

Everyone belongs in Imperial. We are proud of being a truly inclusive organisation. We encourage and welcome applications from people of all ages, genders, ethnicities, nationalities, disabilities, sexual orientation, religions or beliefs and of neuro divergence. We give fair and equal consideration to all our applicants. Please contact us at recruitment@impbrands.com to let us know if we can provide support in helping you complete an application and/or attend an interview.

About Us

We're a truly international company, fourth largest in our industry and operating across 120 markets. An inclusive, innovative global FMCG business supported by 25,000 employees. As we embrace a new era of growth, we are transforming. Our ways of working and culture are driven by a challenger mindset, constantly questioning the status quo where people can bring their best selves to work. Our agility and collaboration are driving our ambitions, innovation and success all supported by our award-winning development programmes that creates exciting and rewarding career opportunities for all.  Encouraging inclusion at local levels and supporting a developing and robust diversity agenda globally, we’re fully committed to creating and maintaining an environment that celebrates and respects difference.

As a matter of policy, Imperial Tobacco or its subsidiaries never requests or requires payment as part of any recruitment process.