Technical Coordinator

Role: Customer Technologist

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Reports to: Technical Manager
Based: Southall (This role is based on site, Monday-Friday)
Work level: 1
Job Overview:
The Customer Technologist will act as the controller of all technical outputs into customer systems and as the gatekeeper for customer requirements, including system management, monthly reports, and complaints. This role ensures that all customer-facing data, documentation, and communications meet company, legislative, and certification requirements.
The post holder will oversee the day-to-day management of customer systems, maintain the accuracy of product and technical information, and generate and distribute customer reports. They will also support system and process improvements that strengthen compliance and data integrity, while providing cover for the Specification Technologist during holidays or absence.
This position requires excellent organisational and communication skills, strong technical awareness, and a collaborative approach to ensure alignment between customer expectations and business operations.
Key Relationships:
Reporting to the Technical Manager, working with internal teams and liaising with customers and external auditors to ensure compliance and meet customer requirements.
Responsibilities:
Act as the custodian for the day-to-day management of customer-facing systems, ensuring data accuracy, traceability and compliance with customer, legislative, and company requirements.
Manage monthly reports and complaint records, ensuring information is accurate, maintained, and delivered within agreed timelines.
Managing the Smart supply portal and D365
Oversee the investigation, resolution, and communication of customer complaints, ensuring robust corrective and preventive actions are implemented.
Maintain controlled documentation within the Food Safety Management System (FSMS) and ensure supplier and product information is current and compliant.
Support the Technical Manager with audit preparation, documentation, and site readiness for customer and certification audits.
Generate, analyse, and distribute customer performance and quality reports, identifying trends and improvement opportunities.
Drive and support system and infrastructure improvements to enhance efficiency, compliance, and reporting accuracy.
Collaborate closely with Technical, Operations, and Warehouse teams to ensure customer requirements and standards are consistently met.
Promote and maintain a strong culture of food safety and quality awareness across all departments.
Contribute to continuous improvement initiatives aimed at strengthening quality performance, data accuracy, and customer satisfaction.
Support customer, third-party, monthly slides, NCs, Internal Audits and other technical activities as required to meet business needs.
Generate, analyse, and distribute customer performance and quality reports, identifying trends and improvement opportunities.
Drive and support system and infrastructure improvements to enhance efficiency, compliance, and reporting accuracy.
Carry out any other duties reasonably requested by the Line Manager
Benefits: 25 Days Annual Leave + Bank Holidays
Life Assurance
Company Pension
Referral Scheme
Long Service Award Scheme
50% Discount Off Purchased Stock
On-Site Parking
Employee Assistance Programme
Eye Care Vouchers
Essential Experience and Qualifications:
Experience working with customer-facing systems, such as customer portals, complaint management, root cause analysis
Understanding of customer and retailer technical requirements and documentation standards.
Strong organisational, communication, and data management skills.
Excellent attention to detail and ability to manage multiple priorities.
Confident user of Microsoft Office and technical systems.
Level 2 HACCP and Level 3 Food Safety qualifications desirable.
Education in a food-related discipline (e.g. Food Science, Food Technology, or similar) desirable.
Key Performance Measures:
Accuracy and timeliness of customer data, specifications, and reports.
Compliance with customer, legislative, and certification requirements.
Spontaneously responding to the customers with their requests
Quality and responsiveness of complaint investigations and communication.
Continuous improvement in system efficiency and reporting accuracy. xwzovoh
Collaboration and communication across Technical and Operational teams.