Role Summary
This role focuses on accurate processing, record-keeping, tracker maintenance, and administrative support across core Producer processes such as producer and distributor case management and container-testing. This includes administration of producer product data, container testing records, deposit refund processing, producer declarations, guidance documentation, and logo and barcode sticker ordering, as well as support for operational data requests.
It also supports issue resolution, QMS documentation updates, producer and distributor communications, and web and guidance content accuracy, following defined processes and escalation paths while working closely with the wider Producer team, Customer Service partner, Logistics, Compliance and Data teams.
The role demands strong attention to detail, clear communication with external stakeholders, and consistent operational delivery across producers & distributors, ensuring the commercial network operates effectively, remains compliant, and delivers a high-quality experience.
What You’ll Achieve:
- A high-performing, compliant and well-governed producers and distributors membership
- ecosystem supported by reliable, accurate administrative delivery.
- Accurate and and well-maintained Producer and Distributor datasets that support reporting and decision-making.
- Clear, accurate Producer and Distributor reporting and tracking, including up to date, traceable and well organised container testing records, that supports effective oversight of activity
- Deposit refund requests are processed accurately and in line with agreed procedures.
- Current, consistent and audit-ready Producer and Distributor data and documentation underpinned by robust validation, reporting and governance processes.
- High-quality administrative support to Producer and Distributor leadership, enabling focus on delivery and stakeholder engagement
- Sticker orders are processed efficiently with minimal errors or delays.
- Efficient resolution of producer and distributor issues, cases and escalations, within agreed SLAs, with systemic issues identified, addressed and reduced over time
- Reliable support for container testing workflows, ensuring producers are informed of outcomes.
What you’ll do:
- Support producer data reviews by checking and updating registered product information.
- Maintain the container testing tracker and record outcomes accurately.
- Process deposit refund requests in accordance with defined procedures and escalation guidelines.
- Support annual producer declarations for producers with no products, including tracking responses.
- Maintain Producer and Distributor guidance documents, and website, updating content when changes are approved.
- Assist with operational data requests by preparing data extracts and summaries
- Administer the logo and barcode sticker ordering process, ensuring records are accurate and complete.
- Support Producer inboxes and case queues when required, following agreed scripts and processes.
- Assist with administrative aspects of non-compliance follow-ups, including tracking and record-keeping.
- Contribute to non-compliance workflows and QMS document maintenance, assisting with audit preparation and escalating issues where appropriate.
- Support the maintenance of accurate producer and distributor webpages and FAQs, ensuring guidance remains current.
Who are you?
- An organised, dependable administrator with experience in operations, customer service or support roles.
- Confident working with data, spreadsheets, trackers and operational systems in a structured, process-driven way, to identify issues and improvements
- Confident following defined processes and escalation paths.
- A clear and professional communicator, able to provide teams and stakeholders with clear, accurate and professional communication and written responses.
- Detail-focused, reliable and methodical in completing routine and repetitive tasks accurately, with a strong emphasis on accuracy and task completion
- A collaborative team player who works collaboratively and effectively across departments to support broader operational goals
- Comfortable working in a regulated, accuracy-focused and process-driven environment.
- Practical, hands-on and solution-oriented, with a strong sense of ownership
Essential
- Experience in administration, operations support, customer service or membership administration roles.
- Experience handling inboxes, case queues or ticketing systems (including third-party providers)
- Strong data entry, reporting, tracker management and Excel-based checking skills with high attention to accuracy.
- Experience maintaining trackers, logs or operational registers (Excel or similar).
- Familiarity with QMS documentation or SOP or process updates is an advantage.
- Strong organisational and time-management skills.
- Ability to work consistently and accurately in high-volume, high-compliance operational environments.
- Strong written and verbal communication skills.
Desirable
- Experience delivering initiatives to scope, timeline and governance standards.
- Experience contributing to projects or trials (e.g. pilots, new operating models).
- Experience in data analysis (patterns, trends, KPIs, insights) and data-driven decision making
- Formal qualification in business (MBA), Project Management (e.g. PRINCE2, PMP), operations, analytics, retail management or related field a plus
- Familiarity with FMCG, environmental schemes, retail operations is a plus.
- Experience using AI-powered features in workplace tools to improve efficiency and confident in leveraging generative AI models (e.g., CoPilot, ChatGPT, Claude, Gemini) for daily tasks and workflow optimization.
