Advice Line Coordinator

Advice Line Coordinator
About Food Alert
Based in central London & Wellingborough operating throughout the UK and internationally, Food Alert is a leading food safety and health & safety consultancy. Our clients span many sectors including retail, leisure and education, but hospitality is where our expertise and passion lies. We work with some of the UK's most innovative, exciting and high-profile restaurants, hotels and pub groups such as Brewdog, The Ivy Collection, Dishoom, Citizen M, and Harbour Hotels.
We are also part of The Citation Group whose portfolio of companies proudly deliver compliance support services to more than 45,000 clients. Our mission is to be the company that colleagues and clients want to work for and with.
Job Description
Reporting to: Advice Line Team Leader
Key responsibilities:
* To ensure that the Advice Line service runs smoothly and within KPI targets
* To ensure that clients are supported and gain value from the Advice Line service.
Job Specification
* 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 KPIs.
* 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.
* To provide support to the CST team as and when required, including escalating client issues to key client contacts/Account Managers.
* To attend relevant client/internal meetings and internal training days.
Person Specification
* 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
Technologies
* Proficient in the use of MS Office applications
* Health & safety related qualifications are beneficial
What do you get in return?
* Lots of support/exposure / on-the-job training & development
* 25 days holiday plus bank holidays and 3 'gift days' between Christmas and New Year
* Additional holiday enhancements (e.g. a week off if you get married, time off on the birth of a grandchild etc)
* Enhanced sick pay
* Employee Assistance Programme including face-to-face counselling sessions
* Healthcare cash plan incl discounted gym membership
* Life insurance
* Referral bonuses and vouchers
* A fun, sociable team… and working in the hospitality industry we know how to throw a good party!
Hit Apply now to forward your CV.