Job Description

Your duties

• Ensure a positive customer journey by providing relationship management support as a named advisor, from planning to report production through to invoice.
• Priorities, plan and ensure completion of all customer activity from planning to report production through to invoice, in line with or ahead of agreed business SLAs (ensuring that utilization for FTE colleagues vs subcontractors is optimized and that travel time, assessor competencies/ activity codes, usage of subcontractors are taken into account).
• Ensure effective and timely invoicing of accounts and that AIMS is updated with the right notes and purchase order / Liaise with the invoicing team to ensure effective and timely invoicing of accounts.
• Champion customer needs and manage/ anticipate customer complaints to support a positive experience.
• Ensure accuracy and completeness of data in AIMS (in line with internal procedures, contractual requirements, cost structures and budget constraints) within or ahead of agreed SLAs, to support smooth delivery of resources and invoicing.
• Produces weekly dashboards of work completed v planned, tracks and monitors the on-time delivery of all work and escalates issues to the relevant manager.
• Prepares weekly, monthly, quarterly and ‘end of round’ report packs to an agreed format and timescale
• Maintains the competency matrix of auditors, shadow and witness records and training records, to ensure that only approved persons are sent to audits
• Build and maintain excellent relationships, ensuring contractual requirements and customer expectations are understood.
• Respond to queries within or ahead of agreed SLAs and escalate service delivery issues as appropriate to the relevant manager.
• Carry out tasks at the request of people managers and actively contribute to team meetings and initiatives.
• Liaise with and provide support to other team members, departments and offices, as may be required.
• Develop an understanding of Customized Assurance products, services, systems and processes.
• Assess the risks and work in a safe manner at all times, robustly implementing health and safety rules, instructions and systems and refuse to undertake work that compromises your safety or health.
• Report in a timely manner all incidents including near miss and safety observations (NMSO), accidents and injuries and raise any health and safety concerns with your line manager.

Competencies

• Attention to detail
• Methodical and precise in all work areas
• Organized, a forward planner
• Self-starter, self-motivated and able to think about what needs to be done next, rather than waiting for a list of jobs
• Time management skills
• Articulate in all spoken and written work

Required Knowledge, Skills, and Abilities

Skilled in Microsoft Excel and computer literate. Experience in maintaining accurate records in a similar work role. Ability to show high levels of accuracy. Comfortable in all forms of communication, including telephone and email. Good understanding of spreadsheets and the need for accurate and up to date detailed records. Responsibility for producing management reports. Experience in coordinating work priorities and jobs. Experience of organizing work to be completed by other people, including planning, scheduling and record keeping. Analytical skills. An awareness of the food industry.