Operational Technology and Process Analyst

1 week ago


Birmingham, Birmingham, United Kingdom British Heart Foundation Full time
About the Role

We are seeking a skilled Operational Technology and Process Analyst to join our Customer Service Centre (CSC) team in Birmingham. As a key member of our dynamic team, you will be responsible for driving continuous improvement initiatives, leveraging technology to enhance our contact centre processes.

Key Responsibilities:
  • System Support & Maintenance: Provide expert Freshdesk Helpdesk ticketing system support, resolve issues, collaborate with technical teams, and perform regular system maintenance checks.
  • Continuous Improvement: Develop and implement improvement activities, deliver project reports, and identify opportunities for efficiency gains and cost savings.
  • Data Management and Reporting: Maintain accurate data records, provide monthly user reports, and update the Business Continuity Plan and contact details.
  • Collaboration & Communication: Work closely with department leads, attend the Monthly CSC Technology Forum, and collaborate with cross-functional teams to drive improvements.
  • Insight & Analysis: Utilize data to provide actionable insights, measure benefits, investigate productivity trends, and contribute to strategic planning cycles.
Requirements and Qualifications

To succeed in this role, you will need:

  • Tech Expertise: Outstanding IT knowledge, including proficiency in Windows, MS Office (Excel and PowerPoint), and database systems like CRM, with experience in Helpdesk ticketing systems and familiarity with Freshdesk.
  • Project Management and Continuous Improvement: Proven track record in analytical roles within a contact centre, improving services through technology, and managing continuous improvement projects.
  • Analytical and Reporting: Strong data entry, tracking, and distilling skills, with the ability to create compelling reports for technical and non-technical stakeholders.
  • Communication & Collaboration: Excellent written and verbal communication skills, exceptional presentation skills, and experience working with diverse stakeholders.
  • Detail-Oriented & Proactive: Organised, meticulous, and proactive approach to delivering timely solutions, with a positive attitude and continuous improvement mindset.
What We Offer

We offer a competitive salary of £45,000 - £55,000 per annum, depending on experience, as well as a range of benefits, including:

  • A 6-month fixed-term contract opportunity.
  • A blended work arrangement, with dual location between home and our Birmingham office.
  • The opportunity to work on a variety of challenging projects and contribute to the success of our mission.
About Us

The British Heart Foundation is a leading charity organisation dedicated to fighting heart and circulatory diseases. We strive to create a world where people live longer, healthier lives. Our Equality, Diversity, and Inclusion Strategy, Igniting Change, promotes diversity and inclusion, celebrating individual contributions and creating an environment where everyone can succeed.



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