Reportline Consultant

Job Title: Reportline Consultant

Location:  Cardiff

Salary:  £16,500 per annum + bonus


  • Excellent holiday allowance

  • Pension

  • Healthcare scheme

  • Rotational shift pattern

  • Access to our employee benefits package offering discounts and cashback

  • Free parking and subsidised canteen onsite

  • Full training provided as well as opportunities to upskill with recognised qualifications in IOSH and NEBOSH

Role Purpose:​


Reporting to the Reportline Team Leader, this role is key to ensuring that all in-bound enquiries to Reportline are dealt with speedily, accurately, courteously and in line with the client’s specific procedures. All Reportline Clients to feel that their call has been dealt with efficiently and effectively.
The Reportline product covers:

  • Accident/ Incident Reportline

  • Absence Reportline

  • FM Reportline

  • Security Reportline

Role Responsibilities:

  • To deal with all inbound activity, whether by telephone, e-mail, web, post or web chat that falls within the remit of Reportline.  The majority of activity undertaken will be via telephone.

  • To accurately capture and input the data into the required database and in accordance with both core and client specific procedures.

  • To complete all activities within the given timescale as determined by the SLA (service level agreement) and meet or exceed all relevant KPI (key performance indicators).

  • To ensure that the highest quality standards are met within Reportline at all times.  This includes (but is not limited to) the accuracy of the data captured, the adherence to call scripts and questioning of callers for every call.

  • To treat the data in the strictest confidence and adhering to the Data Protection Act 1998 with all aspects of the role

  • To maintain an effective knowledge of The Reporting of Injuries, Diseases and Dangerous Occurrences Regulations 2013 and the Health and Safety (Enforcing Authority) Regulations 1998.

  • To maintain a professional and courteous manner at all times, aligned with the Reportline Charter.

  • To participate and recognise the importance of regular briefing / training programmes, whether it is external or internal.

  • To assist other operators, where necessary, to establish good teamwork.

  • To adhere to Santia and Divisional Quality Procedures.

  • To ensure all works are carried out in accordance with the current Health & Safety legislation, ensuring that awareness is maintained of and necessary training undertaken in all relevant H&S issues.

  • To ensure conformance to the latest ISO 9001 (Quality), 14001 (Environmental), 27001 (Information Security) procedures.

  • To recommend to the Team Leader new ideas and methods of working where necessary.

  • To undertake any other relevant duties at the discretion of the Reportline Team Leader or Adviceline Operations Manager

Required Experience:

  • Educated to ‘A’ level standards is desirable.

  • Successfully passed the IOSH Managing Safely course (this course will provided as part of the extended induction plan if you do not already hold it)

  • Experience in delivering a quality and professional service to customers

  • Experience with dealing with client at all levels.

  • Be self-motivated and capable of responding positively to client enquiries

  • Excellent organisational skills

  • Excellent administration skills

  • Excellent communication skills, written and verbal

  • Other relevant work experience

Personal characteristics:

  • To be a competitive team member and the desire to achieve and exceed customer expectations

  • To be able to work alone and in a team and often willing to go the extra mile.

  • To have a keen eye for detail

  • Be a reliable, considerate and innovative team member

  • Ability to work well under pressure

  • Commitment to continuing professional development

  • To be able to prioritise workloads

  • To demonstrate a flexible approach to work and be open to helping out other departments, as required.

  • To be able to generate innovative ideas in order to assist in the development of the Reportline service.

  • To be an enthusiastic and committed team member

Please email your CV to

We look forward to hearing from you!