Consumer Care Team Lead

Culture & Benefits

At Simplot, we are fuelled 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

We currently have an opportunity for a Consumer Care Team Lead to join Simplot in a permanent full time role, based at our Mentone office. This position reports into our ANZ Food Safety & Quality Team and leads a team of two Consumer Care Officers responsible for managing consumer and customer enquiries, complaints and technical information.

In this role you will oversee the end to end processes that support our consumers, provide guidance on complex or sensitive issues, and ensure timely, accurate and customer focused responses. You will also manage key systems, reporting and financial components related to consumer reimbursement programs, while partnering closely with teams across Quality, Operations, Supply Chain, Marketing and Commercial.

What you will do

• Lead and support the Consumer Care team, ensuring consistent and high quality customer and consumer interactions. 
• Manage enquiries, complaints and escalations, including contentious or sensitive matters, to achieve timely and fair outcomes. 
• Maintain and continuously improve systems, processes and data integrity across Salesforce, after hours services and reporting tools. 
• Oversee financial elements related to consumer reimbursements and compensation, ensuring accuracy and alignment with business guidelines. 
• Collaborate with cross functional teams to share insights, identify issues, and provide data that supports product, quality and service improvements. 
• Build strong internal partnerships and contribute to a positive, collaborative team culture.

About you

• Experience leading a customer or consumer‑facing team, ideally within FMCG, call centre or complaints management environments.
• Strong communication and relationship‑building skills, with the ability to manage both challenging situations and diverse stakeholder needs.
• Skilled in problem solving, judgement and decision‑making, particularly when handling complex or sensitive complaints.
• Financial acumen to manage reimbursement processes and associated budgets.
• Comfortable working with systems such as Salesforce, MS Office and reporting tools, with the ability to interpret data and generate insights.
• Highly organised, proactive and steady under pressure, with a growth mindset and a genuine care for customer and consumer experience.
• Knowledge of food safety, quality or regulatory requirements (ACCC, Consumer Affairs, GMP) is desirable but not essential.

If this sounds like you, then please apply online now. 

Applications close Friday 20th March. Simplot reserves the right to commence recruiting activity prior to closing date.  

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