Consumer Care Officer

Culture and Benefits

At Simplot, we are fueled by our purpose: We Contribute to Feeding Our World. We imagine a better future and set goals to reach it. We are committed to working as one Simplot and are guided by our shared values:

• Respect for Resources
• Spirit of Innovation
• Passion for People

We embrace diversity, equity, and inclusion. We care about creating an environment that promotes safety and wellbeing and where our people feel supported, respected and empowered. We do not tolerate any form of discrimination and are committed to providing equal opportunities for all our team members.

Simplot is passionate about cultivating a future where good ideas and inspiring possibilities have the chance to grow. We want our team members to build exciting and fulfilling careers with us and offer professional and personal growth opportunities.

The Perks

• Flexible working arrangements and a variety of engaging Health and Wellbeing programs
• Diverse Leadership Development Programs and Professional Development Support
• Employee Reward and Recognition Program
• Bonus incentives and discounted Health Insurance
• Sensory Club Program - Enjoy and taste our new product launches and access to our Culinary cooking sessions
• Novated Car Leasing Agreements
• Income Protection Insurance
• Opportunity to purchase additional annual leave 

Simplot values the creativity and meaningful relationships that grow through face-to-face connection while also recognising the importance of flexibility for our team members. Our hybrid work environment includes four days in the office, with Wednesdays as our dedicated ‘Connect Day' bringing everyone together to strengthen our successful culture of innovation and collaboration.

About Our Role

As a Consumer Care Officer, you will play a frontline role in protecting consumer trust and supporting Simplot’s brand reputation. Acting as a key point of contact for the public, you will manage enquiries, complaints, and feedback with professionalism, care, and sound judgement.

Working closely with the Consumer Care Team Lead and a quality‑focused team, this role connects consumer insights with the wider business and helps minimise product and food safety risk. Based in our Mentone office, it is a hands‑on, purpose‑driven position where your work directly influences consumer confidence and continuous improvement across the organisation.

What You Will Do

• Manage consumer enquiries, complaints, and claims in a timely and financially responsible manner, in line with company policies and regulatory requirements
• Initiate investigation and close out product‑related issues, balancing consumer outcomes, brand protection, and risk management
• Provide clear, professional responses to consumers across phone, email, CRM, and digital channels
• Work closely with internal stakeholders including Operations, Supply Chain & Customer Fulfilment, Commercial, Legal, and Innovation to gather information and coordinate outcomes
• Maintain accurate case records, correspondence, and documentation within Salesforce or similar CRM systems, ensuring data integrity and audit readiness
• Identify trends and emerging risks in consumer feedback and escalate insights to the Consumer Care Team Lead and relevant stakeholders
• Support recall activities, quality investigations, and internal compliance processes as required
• Contribute to continuous improvement through knowledge sharing, procedure updates, and active participation in the Consumer Care team

About You

You are customer‑focused, detail‑oriented, and bring a calm, considered approach to resolving consumer issues, with a genuine interest in product quality and consumer experience.

You will bring:

• Preferable 2+ years’ experience in a consumer care, customer service, or complaints‑handling role, ideally within FMCG or food‑related environments
• Strong written and verbal communication skills, with high attention to detail
• Confidence handling sensitive or contentious enquiries with professionalism and empathy
• The ability to manage multiple cases and priorities independently, with good judgement around escalation
• Comfort working cross‑functionally and building trusted relationships with internal stakeholders
• Confidence using CRM systems to manage cases and documentation, alongside standard Microsoft business tools (Word, Excel, Teams, Outlook)
• Have a practical, curious mindset and willingness to build technical product and food safety knowledge through training

Ready to Grow Your Career?

Even if your experience doesn’t perfectly align with the criteria above, we recognise that you may bring a different skill set - along with the right mindset - to succeed in this role.  If you enjoy problem‑solving, care about doing the right thing for consumers, and want to build a meaningful career in FMCG and quality‑led operations, we’d love to hear from you.

Applications close Friday 29th May 2026. Simplot reserves the right to commence recruiting activity prior to the closing date.

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