Advice Line Co-ordinator

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 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. 

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 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