Technical Account Manager

Intertek

20h•Hybrid

About The Position

The Technical Account Manager will work closely with the client's Operational Standards team and Intertek Internal Operations team to ensure the successful delivery of all day-to-day activities for the client's Restaurant Excellence Visit (REV) programme, ensuring that agreed service levels (SLAs) are consistently met. This role involves serving as the key day-to-day point of contact for the REV Specialist, conducting weekly calibration analysis, performing quality control reviews of Lead Auditor calibration calls, managing the Lead auditors appeals process, and supporting training requirements for auditors. The position also includes reviewing and managing round-to-round changes, updating guidebooks, conducting audits as needed, and potentially traveling within EMEA and globally for auditing, calibration, and training sessions.

Requirements

Sound understanding of audit systems, procedures and policies, ideally including QSR/Restaurant auditing
Preference for previous experience in the REV programmes and delivery of REV audits
Knowledge of HACCP principles
Food Safety qualifications are desired
Highly IT literate with knowledge of corporate operating systems.
Highly proficient in MS Windows and MS Office software, in particular MS Excel, MS Word & MS PowerPoint and Power BI
Problem-solving skills and analytical capabilities
Proven experience of customer-focused activities / Account Management
Proven track record of working in a fast-paced, flexible business environment
Able to demonstrate attention to detail in work and possess excellent organisational and analytical skills
Proven ability to prioritise competing workloads in a fast-paced business environment
English (written and spoken)

Nice To Haves

Preference for an additional language

Responsibilities

Serve as the key day-to-day point of contact for the REV Specialist, working closely with the Key Account Team to ensure alignment and the successful delivery of all programme requirements.
Conduct weekly calibration analysis with the REV Specialist to drive consistency in Auditor competence, using calibration dashboards to identify key trends and areas for improvement, and cascade relevant insights to Lead Auditors during bi-weekly meetings.
Perform quality control reviews of Lead Auditor calibration calls with their respective audit teams, ensuring consistency and alignment with the required standards.
Conduct calibration calls following round-to-round changes to ensure Lead Auditors are fully calibrated, and review and attend Lead Auditor calibration sessions with their respective audit teams.
Perform quality reviews for the Lead auditors – provide feedback to the audit team as necessary
Manage the Lead auditors appeals process, supported by the Key Account Manager
Manage appeals, responding within the required SLA’s
Data review of survey results and trends and feedback to Lead Auditors
Support training requirements of new and existing Intertek auditors – including setting up in Academy and reviewing that the training is completed, focusing on ensuring the certification process is achieved
Manage and maintain training materials, ensuring all brand updates and changes are incorporated in a timely manner and readily available for future training activities.
Review and manage round-to-round changes with the client, Intertek Account team and platform Support Teams
Update and review the Guidebooks for the round-to-round changes, including communications with the translation house and lead auditors
Conduct a variable number of audits each month, as required, to maintain regular contact with the field and ensure a strong understanding of operational realities.
Any other duties that from time to time may be considered appropriate by your line manager
Travelling to locations for auditing, and/or calibration, and training sessions within EMEA when required, potentially globally if new business is allocated to Intertek