Overview of Coles Complaints and Product Performance Processes
In this webinar we will be covering both work streams from our compliance and performance functions. We will step you through how complaints are triaged at initial contact, trended on performance and finally escalated for appropriate close out. We will then introduce you to our current performance programs which all own brand products may be subjected to. This will help provide clarity on what Coles’ process is and at what point a product may be escalated back to our supplier base following adverse outcomes. Finally we will introduce you to some of the new processes which will be rolled out to the performance team which will result in increased immediate feedback into our supplier base and help support better collaboration on resolving issues.
The Speaker:
Reece Kelly | Product Performance & Compliance Manager | Coles Group
Reece has held multiple roles within the Coles team throughout the last decade with the most recent prior position being National Food Safety Operations Manager responsible for governing instore processes and standards across the network. Currently, Reece oversee the compliance and performance teams for Coles OwnBrand and is responsible for ensuring Coles OwnBrand Team is working collaboratively with all business units and suppliers to deliver the best product for our customer base.
