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- Tasks: Provide top-notch support and mentor junior analysts in a dynamic environment.
- Company: Join Food Alert, a leading consultancy in food safety and health & safety with exciting clients.
- Benefits: Enjoy flexible working options, extensive training, and opportunities for personal development.
- Why this job: Be part of a passionate team shaping client-focused support in the hospitality industry.
- Qualifications: 3+ years in customer-facing support, strong analytical skills, and experience with SQL required.
- Other info: Opportunity to work with high-profile clients like Brewdog and Dishoom.
The predicted salary is between 36000 - 60000 £ per year.
Location: London & Wellingborough Based – Flexible / Office Location / Remote
Job Type: Full-time
About the Company: Based in central London & Wellingborough and 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 lie. 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.
Key Responsibilities
- Act as a senior escalation point for client support queries and incidents across our software platforms.
- Mentor and support first-line and second-line support analysts by guiding best practices, troubleshooting approaches, and prioritization techniques.
- Provide Out of Hours Support on a rota basis.
- Ensure timely and effective communication with clients, particularly in high-pressure or sensitive support cases.
- Work closely with the Product and Engineering teams to identify recurring issues and feed into the product improvement backlog.
- Contribute to and improve internal documentation, FAQs, and knowledge base articles to enable efficient issue resolution.
- Lead by example in managing ticket lifecycles within SLAs, ensuring quality, consistency, and customer satisfaction.
- Coordinate incident responses, including root cause analysis and reporting.
- Champion service excellence and help shape a positive, client-focused support culture.
Skills & Experience
Essential:
- Minimum of 3 years' experience in a customer-facing application support or technical support role.
- Strong analytical and problem-solving abilities with experience diagnosing issues across web-based software platforms.
- Proficiency with ticketing systems (e.g. Zendesk, Freshdesk, Jira, or similar).
- Strong experience in SQL for data analysis and issue investigation.
- Clear and effective communication skills, both verbal and written.
- Proven experience working across internal teams to resolve client issues.
- Experience mentoring junior colleagues or coaching team members.
Desirable:
- Familiarity with hospitality or foodservice industries.
- Exposure to software lifecycle and agile development environments.
- Experience with cloud-based applications or infrastructure (Azure).
- Awareness of ISO audit or compliance processes.
Personal Attributes
- Passionate about delivering excellent client service.
- Calm under pressure and capable of managing multiple priorities.
- Naturally collaborative with strong interpersonal skills.
- Detail-oriented and methodical in approach to issue resolution.
- Self-starter with a drive for continuous improvement.
What Do You Get In Return?
Extensive on-the-job training, support, and development opportunities.
Senior Support Analyst employer: Food Alert Ltd
Contact Detail:
Food Alert Ltd Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Senior Support Analyst
✨Tip Number 1
Familiarise yourself with the specific software platforms mentioned in the job description, such as Zendesk or Jira. Being able to demonstrate your proficiency with these tools during your interview will show that you're ready to hit the ground running.
✨Tip Number 2
Highlight any experience you have in mentoring or coaching others. Since the role involves guiding junior team members, sharing specific examples of how you've successfully supported colleagues in the past can set you apart from other candidates.
✨Tip Number 3
Prepare to discuss your analytical and problem-solving skills in detail. Think of scenarios where you've diagnosed complex issues, especially in a customer-facing role, and be ready to explain your thought process and the outcomes.
✨Tip Number 4
Research Food Alert and their clients, particularly in the hospitality sector. Understanding their business model and the challenges they face will allow you to tailor your responses and demonstrate your genuine interest in the company during the interview.
We think you need these skills to ace Senior Support Analyst
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer-facing application support or technical support roles. Emphasise your analytical and problem-solving skills, particularly with web-based software platforms.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for client service and your ability to mentor and guide team members. Mention specific examples of how you've contributed to a positive support culture in previous roles.
Highlight Technical Skills: Clearly outline your proficiency with ticketing systems like Zendesk or Jira, and your experience with SQL for data analysis. This will demonstrate your capability to handle the technical aspects of the role effectively.
Showcase Communication Skills: In both your CV and cover letter, provide examples of how you've communicated effectively with clients, especially in high-pressure situations. This is crucial for the Senior Support Analyst position.
How to prepare for a job interview at Food Alert Ltd
✨Showcase Your Problem-Solving Skills
As a Senior Support Analyst, you'll need to demonstrate strong analytical and problem-solving abilities. Prepare examples of past experiences where you've successfully diagnosed and resolved complex issues, particularly in web-based software platforms.
✨Highlight Your Mentoring Experience
Since mentoring junior colleagues is part of the role, be ready to discuss your experience in guiding and supporting team members. Share specific instances where you helped others improve their skills or resolve challenging situations.
✨Communicate Clearly and Effectively
Effective communication is key in this role, especially when dealing with high-pressure situations. Practice articulating your thoughts clearly and concisely, both verbally and in writing, to ensure you can convey complex information to clients and colleagues.
✨Familiarise Yourself with the Company and Industry
Research Food Alert and its position within the food safety consultancy sector. Understanding their client base, particularly in hospitality, will help you tailor your responses and show your genuine interest in the company and its mission.
