System and Continuous Improvement Analyst

e you passionate about leveraging technology to drive improvements and deliver exceptional service in a contact centre environment?

Our Customer Service Centre (CSC), which includes our Contact Centre teams in Birmingham, is at the heart of our mission to create a world free from heart and circulatory diseases. We're looking for a talented Technology and Continuous Improvement Specialist to join our dynamic team and keep our systems running smoothly while driving continuous improvement.

About the role

In this pivotal role, you’ll be at the forefront of our mission to achieve first contact resolution, optimise system performance, and drive continuous improvement. You’ll delve into identifying bottlenecks, proposing innovative solutions, and enhancing our contact centre processes through our systems. Your contributions will be crucial in elevating our service standards through technology and ensuring a seamless experience for our customers.

Key Responsibilities:

• System Support & Maintenance: Be the Freshdesk Helpdesk ticketing system expert, resolve issues, liaise with tech teams and suppliers, and perform regular system maintenance checks.
• Continuous Improvement: Implement and manage improvement activities, deliver project reports, and identify efficiency and cost-saving opportunities.
• Data Management and Reporting: Maintain Freshdesk systems, provide monthly user reports, and update Business Continuity Plan and contact details.
• Collaboration & Communication: Work with department leads, attend the Monthly CSC Technology Forum, and work cross-functionally with the wider organisation to develop and deliver improvements.
• Insight & Analysis: Use data to provide insights, measure benefits, investigate productivity trends, and contribute to planning cycles.

Working arrangements

This is a 6-month fixed-term contract opportunity.

This is a blended role where your work will be dual-located between your home and our Birmingham office. 
 
At BHF, we believe in the power of being together, so our colleagues on blended contracts can expect to spend some time in their office, at least one day each week, on average. The use of our office spaces is driven in part by your role and the activities you need to do. This may vary from time to time, so you will need to work in a flexible way to unlock your best work for our cause. 

About you

We are looking for a dynamic analyst to join our team. Here’s what you’ll bring to the table:

• Tech Expert: You possess outstanding IT knowledge, with a deep understanding of Windows, MS Office (especially Excel and PowerPoint), and database systems like CRM. Experience with Helpdesk ticketing systems is essential, and familiarity with Freshdesk is highly desirable.
• Project Management and Continuous Improvement Specialist:  You have a proven track record of analytical roles within a contact centre, improving services through technology, and managing continuous improvement projects.
• Analytical and Reporting Pro: You excel at data entry, tracking, and distilling insights from data. Additionally, you can create compelling reports for tech and non tech stakeholders.
• Communication & Collaboration Star: Your strong written and verbal communication skills, exceptional presentation skills, and experience working with diverse stakeholders make you a standout team player.
• Detail-Orientated & Proactive: You are organised, meticulous, and have a proactive approach to delivering timely solutions. Your positive attitude and continuous improvement mindset set you apart.

About us 

We value and respect every individual’s unique contribution, celebrate diversity, and make inclusion part of what we do every day. 

Our Equality, Diversity and Inclusion (EDI) Strategy, Igniting Change, along with our internal EDI group, Kaleidoscope, and a growing number of employee network groups (our Affinity Groups), help us create an environment where all our colleagues and volunteers can succeed.

Interview process 

First stage interviews will be telephone interview and successful candidates will then be invited to attend an interview via MS Teams.