2 days/week at home

Core hours 11–3

Dog friendly

Job Description

Job Description:

UK Consumer Care Specialist


Salary circa £40K plus bonus & other benefits

The role of Consumer Care at Mars Wrigley is to protect and build the reputation of Mars Wrigley and our brands while leveraging insights from our consumer interactions that keep us relevant.

What are we looking for?

  • Experience in a customer facing or consumer care environment, with a strong service ethic and a passion for championing quality
  • Self-starter with a track record of taking personal responsibility and ability to work with minimal supervision
  • Ability to identify and pre-empt risk is essential
  • FMCG background preferred but not essential
  • Working with an outsourced provider
  • Strong experience in senior Stakeholder Management
  • Bachelor's degree preferred or equivalent experience.
  • Detail-oriented approach

What will be your key responsibilities?

Oversight of contact centre services for UK and IE using standardized reporting templates to track operational performance (hygiene factor)

  • Conduit of information to Contact Centre for UK market activities
  • Oversight of knowledge content for UK market to ensure accuracy and consistency
  • Activate and manage Crisis support with Contact Centre for local issues
  • Deliver local market insights each period and proactively leverage contact centre resources
  • First point of escalation for any local market support requests
  • Responsible for local ways of working governance, to include preparation for and management of any internal and LRQA audits
  • Manage UK market consumer care administration e.g. budget management, raising FOs, ordering samples, reimbursement management
  • Support the European Consumer Care Leader, to develop regional ways of working and launch key initiatives/projects, as well as to cover their role during absence.

What can you expect from Mars?

  • Work with over 130,000 diverse and talented associates, all guided by The Five Principles.
  • Join a purpose driven company, where we’re striving to build the world we want tomorrow, today.
  • Best-in-class learning and development support from day one, including access to our in-house Mars University.
  • An industry competitive salary and benefits package, including company bonus.

Find out more about what Mars can offer you by visiting our Global Careers site.

Mars is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law. If you need assistance or an accommodation during the application process because of a disability, it is available upon request. The company is pleased to provide such assistance, and no applicant will be penalized as a result of such a request.

Company benefits

Open to part-time employees
Open to job sharing
Open to compressed hours
Enhanced maternity leave – 26 weeks at 90% pay
Enhanced paternity leave – 26 weeks at 90% pay
24 days annual leave + bank holidays
“Pawternity” leave
Pregnancy loss leave
Bank holiday swaps
Employees are very happy with their working location freedom
Employees are very happy with the flexibility in the hours they work
Employees are very happy with the benefits their company offers
Work-life balance
Employees feel that they can switch off quite easily from work
Role modelling
Employees feel that flexible working is part of the culture
Employees feel they have complete autonomy over getting their work done

Additional employee ratings
(these do not contribute to the FlexScore®)

Employees feel that the diversity is good and there are continued efforts to improve it
Employees feel that the culture supports equity and inclusivity well
Employees feel like it is a really great environment to work in
Employees feel very excited about and aligned with the company mission
Employees feel that their salary is good and matches the value they bring

Working at Mars UK

Company employees

4,000 In the UK

Gender diversity (male:female)


Office locations

London, Slough, Waltham, Castle Cary, Birstall, Plymouth

Hiring Countries




United Kingdom

United States

Awards & Achievements

1st – Large companies

1st – Large companies

Flexa100 2024
Consumer Goods

Consumer Goods

Industry awards 2023
3rd – Large companies

3rd – Large companies

Flexa100 2023
Retail & Ecommerce

Retail & Ecommerce

Industry awards 2022

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