Food Safety And Critical Complaints Officer

Were 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.

If youre energised by problemsolving coaching and driving high standards across a fastpaced restaurant network this role is for you.

What Youll 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 foodrelated 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 bestpractice 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.

Continuous Improvement

• 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.

Restaurant Solutions & Projects

• Support the rollout of operational and guestfacing initiatives.
• Maintain strong relationships with franchisees managers and crew.
• Conduct structured weekly restaurant visits to identify opportunities and support execution.
• Review tools chemicals and equipment to ensure bestinclass 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 problemsolving 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

Were incredibly proud of our amazing people and always have each others backs. Whether youre working in restaurant at our Hola Central head office or as one of our partners we are so passionate about living our values every single day.

These are just some of the benefits that come with working at GYG:

• Career growth Australia and internationally
• Opportunity to become a franchisee
• Annual bonus scheme
• Paid parental leave
• GYG gift voucher

Ready to join the family Apply now to start the conversation

Remote Work :

No

Employment Type :

Full-time