At a Glance
- Tasks: Support the Advice Line by managing queries and incident reports while liaising with clients.
- Company: Join a dynamic team in a hybrid role at a leading food safety organisation.
- Benefits: Flexible working, competitive salary, and opportunities for personal growth.
- Other info: Fast-paced environment with opportunities to learn and tackle new challenges.
- Why this job: Make a real difference in food safety while developing your skills in a supportive environment.
- Qualifications: Strong customer focus, excellent communication skills, and experience in administration.
The predicted salary is between 30000 - 40000 £ per year.
Location: London – Saville Row office (Hybrid remote in London W1S 3PE)
Job Specification:
- Support the Advice Line service, responding to phone and email queries or escalating more technical queries to Food Alert Technical personnel.
- Triage and manage accident and incident reports, liaise with client sites to ensure accurate report completion, action close‑out, and escalation of high‑risk cases.
- Report client RIDDOR accident and incident cases to the HSE as relevant.
- Ensure review and completion of accident & incident and alleged food poisoning cases in line with internal procedures and KPIs.
- Manage assigned allegations of food poisoning logged on the online compliance platform, liaise with client sites ensuring comprehensive investigations and escalation of high‑risk cases.
- Collate alleged food poisoning evidence as required, especially in relation to potential outbreaks.
- Collate food poisoning investigation outcome letters for approval by clients and subsequent distribution to complainants.
- Manage relevant client Environmental Health enforcement reports, collate evidence of action completion, and liaise with Local Authority Environmental Health departments on behalf of client sites.
- Collate Food Hygiene Rating Scheme re‑rating reports on behalf of client sites.
- Escalate Food Hygiene Rating Scheme reports to Food Alert Technical personnel to investigate potential appeal opportunities.
- Provide reports on Advice Line activity and related cases on a predetermined basis.
- Assess and analyse data/information to draw relevant conclusions and make appropriate recommendations.
- Draft, with accuracy, internal and client‑facing reports, client and customer letters, identify errors, and organise workload efficiently and effectively.
Person Specification:
- 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.
- Proactive and ready for a challenge.
- Experience 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.
Advice Line coordinator employer: Citation Canada
At our Saville Row office in London, we pride ourselves on fostering a dynamic and supportive work environment for our Advice Line Coordinators. With a strong emphasis on employee growth, we offer comprehensive training and development opportunities, alongside a hybrid working model that promotes work-life balance. Join us to be part of a collaborative team dedicated to making a meaningful impact in the food safety sector, where your contributions are valued and recognised.
StudySmarter Expert Advice🤫
We think this is how you could land Advice Line coordinator
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Citation Canada. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Citation Canada before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Advice Line coordinator
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Citation Canada:Your cover letter is your chance to shine! Tell us why you want to work at Citation Canada specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Citation Canada!
How to prepare for a job interview at Citation Canada
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
