System and Continuous Improvement Analyst

1 month ago

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

We are seeking a highly skilled System and Continuous Improvement Analyst to join our dynamic team at the British Heart Foundation. As a key member of our Customer Service Centre, you will play a pivotal role in driving continuous improvement and delivering exceptional service in our contact centre environment.

Key Responsibilities:
  • System Support & Maintenance: Be the expert in our Freshdesk Helpdesk ticketing system, 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.
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 interviews and successful candidates will then be invited to attend an interview via MS Teams.

To apply for this role, please use the apply button below. Our process involves submitting your CV and a supporting statement, which should outline your interest and explain how you meet the role's criteria. As part of our commitment to be an inclusive employer and ensure fairness and consistency in selecting the best candidate for this role, the BHF will use anonymous CV software as part of the application journey.

Early application is encouraged as we will review applications throughout the advertising period and reserve the right to close the advert early.

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