Advice Line Co-ordinator

To support the Advice Line service, responding to both phone and email queries or escalating more technical queries to Food Alert Technical personnel, as relevant.

To triage/manage accident and incident reports and liaise with client sites, ensuring accurate report completion, action close out and escalation of high-risk cases.

Reporting of client RIDDOR accident and incident cases to the HSE as relevant.

Ensuring review and completion of accident & incident and alleged food poisoning cases in line with internal procedures and KPI's.

To manage assigned allegations of food poisoning as logged on the online compliance platform by clients, liaising with client sites ensuring comprehensive investigations and escalation of high-risk cases.

Collation of alleged food poisoning evidence as required, especially in relation to potential outbreaks.

Collation of food poisoning investigation outcome letters for approval by clients and subsequent distribution to complainants.

Management of relevant client Environmental Health enforcement reports, collating evidence of action completion and liaison with Local Authority Environmental Health departments, on behalf of client sites.

Collation of Food Hygiene Rating Scheme re-rating reports on behalf of client sites.

Escalation of client Food Hygiene Rating Scheme reports to Food Alert Technical personnel to investigate potential appeal opportunities.

To provide reports on Advice Line activity and related cases on a predetermined basis.

Ability to assess & analyse data/information and draw relevant conclusions, plus make appropriate recommendations.

Able to draft, with accuracy, internal and client-facing reports, client and customer letters, identify errors, organise workload efficiently/effectively.

A strong customer focus and excellent relationship building skills

Excellent interpersonal skills

Strength of character and the ability to achieve positive change

Ability to work as part of a team and independently when needed

Willingness to learn and develop

Be proactive and ready for a challenge

Working in an administrative role

Used to working in a fast-paced environment and switching between a variety of tasks

Proficient in Microsoft Office, primarily Word and Excel

Experience using Salesforce and AI in a professional setting desirable but not essential