Food Safety & Critical Complaints Officer

Company Description

At Guzman y Gomez Mexican Kitchen, our mission has always been to reinvent fast-food. We’re Australia’s only fast-food restaurant to be 100% clean, meaning there are no added preservatives, artificial flavours, added colours or unacceptable additives in our food. We’re incredibly proud of our amazing people, and the unique way we celebrate Mexican culture in everything we do.

Job Description

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.

If you’re energised by problem‑solving, coaching, and driving high standards across a fast‑paced restaurant network, 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.

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 guest‑facing 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 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

We’re incredibly proud of our amazing people and always have each other’s backs. Whether you’re 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

Qualifications

Additional Information

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