We are itsu, the leading Asian-inspired quick-service retail and grocery brand with over 80 restaurants across the UK, Belgium, and France, and a growing wholesale business across Europe and beyond. Our renowned delicious food made fresh in every restaurant, every day, has made itsu a top choice for healthy eating.

In addition to our restaurants, itsu [grocery] offers a range of high-quality Asian-inspired foods available online and in supermarkets. We are excited to be one of the leading brands in this specific group and have ambitious plans for continued growth both domestically and globally.

With its best-in-class-food, latest technology, innovation, and talented workforce, itsu is the future of fast food.

role responsibility

 Manage the customer complaints systems, keep accurate records of complaints and
feedback and promptly respond to all customers.
 Analyse and interpret trends in customer complaints, generate weekly, monthly and
quarterly customer complaint reports.
 Manage the routine testing schedule (covering microbiological, chemical, nutritional and
authenticity testing) and shelf-life testing. Coordinates testing, writes up reports and trends
results.
 Monitor product quality through the co-ordination of product assessment panels and
creation of Quality Attribute Sheets.
 Maintains the supplier approval databases ensuring certificates and supplier approval
questionnaires are always completed and up to date.
 Responsible for completing and keeping up to date the reports and documentation for new
product launches, including one pagers, retailer forms, GS1 and the itsu website.
 When required, assist the Technical team in reviewing and approving legal labelling for new
and existing products.

scope of the role

 Support the Technical team on the quality, safety, legality and authenticity of itsu [grocery]
products.
 Support the Technical team on maintain AA grade BRC Agents & Brokers certification
ensuring that accurate records are completed and procedures are followed.
 Support the Technical team on a day to day basis with ad hoc requests and reporting.

the ideal candidate

 Qualified to degree level in food science or science degree, or with relevant work
experience within the food industry
 Have excellent attention to detail
 Be able to work in a small team and individually
 Have a passion for food & Asian inspired food in particular

perks and benefits

• Competitive salary
• Competitive bonus scheme
• 25 days holiday
• Hybrid working (2 days working from home)
• A great work-space with a ‘start-up’ feel in Central London
• Health insurance
• Company pension scheme
• The chance to work directly with the co-founder of itsu & Pret
• 50% employee discount in itsu shops
• Free itsu lunch 
• Discounts at major retailers
• A sizeable training budget to support your ongoing development