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Digital Operations Assistant

4 months ago

Great Hallingbury, United Kingdom S.H.E.D Full time

**Digital Operations Assistant, The Chesterford Group; Bishops Stortford**

**£23,000 - £25,000 depending on experience**

The Digital Operations Assistant is responsible for supporting the Operations team and developing the company's technology platforms and digital user experiences for the continued benefit of the company and its people.

This role requires driving a market leading digital customer service experience and will involve various aspects of interaction with customers, internal and external.
- You will be required to support management and team members through exceptional communication information and training.

The role will mainly be based at Head Office although visiting stores and getting involved in 'out of hours' support and supporting store openings would be an ongoing part of this position.

**Main responsibilities**:

- UX Optimisation - Continuously look to improve digital customer experiences and overall optimise all digital channels/ platforms to deliver seamless UX to our customers
- This includes addressing any digital / platform issues and customer feedback
- Support customer experiences when required on a cover basis using the Zendesk platform
- Maintain all digital platforms and 3rd party aggregator relationships, including conducting frequent 'health checks' on our systems and platforms to ensure they are working effectively, and taking responsibility for menu changes, promotions, training and reporting.
- Conduct reporting and use insights to suggest improvements
- Collaborate across functions ( Marketing, Operations, Project Management ) to support and implement product roll outs, price increases, promotions.
- To maintain multiple technology platforms ( included but not limited to; opening hours, menu scheduling, time slots, training and menu changes.) and provide the store management and key stakeholders with the key insights to improve the business. This will include use of the following systems; Preoday, Deliverect, Harri, Upskills, 3rd Party delivery aggregator platforms ( Just Eat, Deliveroo, Uber Eats ).
- Assist on our EPOS system ( Gardiff ) in terms of store requirements for KP, KV, ticketing, descriptions and general support needed for stores.
- Maintain the PLU master data base and communicate with 3rd parties and our SHED colleagues on change to process, innovations, tests & trials
- Implementing price increases / changes: PLU changes, changing prices on tills, liaising with Gardiff, the Marketing team to support menu board changes, Managing Director on the required increases and reports around the effect of those increases.
- Support and lead training for store management onsite, at the Head Office and via training videos / e learning in the platforms that you manage.
- Setting up digital hardware for SHED team and stores, such as new laptops, digital / delivery tablet etc when required

**Skills**:

- Customer first mindset is required for both internal and external customers
- Customer - centric mind set with a real passion for discovering behaviour, trends and opportunities for innovation
- Approachable, with a very high standard of people management understanding
- All in depth understanding of the brands under your control
- Detailed and focused, with a drive for excellence in all areas of the business
- Excellent communication skills
- Computer literate including powerpoint / microsoft office 365 and intermediate Excel skills
- Understanding of digital platforms is key
- Experience of working with 3rd party delivery aggregators ( Just Eat, Deliveroo and Uber Eats ) is ideal but not essential

**Benefits**:

- Competitive salary
- Health Shield Cash Plan
- Life Assurance
- 50% off Joy Brands and FishnChickn Ltd stores
- 28 days holiday inclusive of bank holidays
- Company pension scheme
- Birthday off, if on a working day

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