Food Safety And Critical Complaints Officer (Melbourne)

Food Safety And Critical Complaints Officer Full-time We’re looking for a passionate Food Safety & Critical Complaints Officer to help us protect our brand, support our restaurants, and ensure every guest experience is exceptional. We’re energized by problem‑solving, coaching, and driving high standards across a fast‑paced restaurant network, and this role is for you. What You’ll Do Critical Complaint Management
- Lead the timely management of critical guest complaints, protecting the GYG brand at every step.
- Work closely with Operations, Supply Chain, Food Safety, QA, Legal, Marketing, Councils and EHOs to investigate and resolve food‑related issues.
- Coordinate sample retrieval, lab analysis, guest communication and complaint closure.
- Identify root causes and collaborate with Restaurant Managers and Franchisees to implement corrective actions.
- Escalate food safety breaches where required. Restaurant Visits & Coaching
- Support restaurants through the execution of the Restaurant Standards System.
- Coach teams on hygiene, sanitation, GMPs, equipment use and best‑practice procedures.
- Provide ongoing training and support to ensure consistency and compliance across the network. Analysis & Reporting
- Analyse trends in critical complaints (e.g., allergens, foreign objects, undercooked product, food poisoning allegations).
- Review Restaurant Standards System compliance and RSR results, developing action plans for underperforming restaurants.
- Provide insights for Franchisee reporting and broader Operations initiatives.
- Identify opportunities to simplify processes without compromising safety or execution.
- Recommend improvements based on complaint trends and audit results.
- Work with Restaurant Solutions and Hola Central teams to implement system enhancements.
- Support the rollout of operational and guest‑facing initiatives.
- Maintain solid relationships with franchisees, managers and crew.
- Conduct structured weekly restaurant visits to identify opportunities and support execution.
- Review tools, chemicals and equipment to ensure best‑in‑class standards. What You Bring
- Minimum 3 years’ experience in QSR, hospitality, food & beverage, or restaurant operations/support.
- Food Safety qualification (minimum TAFE Diploma or equivalent).
- Strong problem‑solving ability and attention to detail.
- Experience in business process optimisation and project management.
- Excellent communication skills — able to simplify complex information for all levels.
- Ability to write reports, interpret procedures, and document food processes.
- Strong coaching skills and confidence addressing complex or sensitive issues.
- High numeracy and reporting acumen.
- Advanced Microsoft Office skills (Word, Excel, PowerPoint, Outlook).
- Ability to learn and use GYG systems (e.g., ZenDesk, Avery Dennison Digital Food Safety, Crunchtime, Asana).
- A collaborative, energetic and proactive approach — with a genuine passion for the GYG brand.
- Flexibility to travel locally and interstate. Benefits
- Career growth – Australia and internationally
- Opportunity to become a franchisee
- Paid parental leave #J-18808-Ljbffr Apply on Kit Job: kitjobau.com/job/3r1xa4