Technology and Continuous Improvement Specialist

2 weeks ago


Birmingham, Birmingham, United Kingdom British Heart Foundation Full time
Improve Contact Centre Operations

We are seeking a skilled Technology and Continuous Improvement Specialist to join our Customer Service Centre team in Birmingham. As a key member of our team, you will play a vital role in driving continuous improvement and delivering exceptional service in our contact centre environment.

About the Role

In this challenging and rewarding role, you will be responsible for identifying bottlenecks, proposing innovative solutions, and enhancing our contact centre processes through our systems. You will work closely with our tech teams and suppliers to resolve issues, perform regular system maintenance checks, and implement and manage improvement activities.

Main 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.
Requirements:
  • 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.
What We Offer:

We offer a competitive salary of £38,000 - £42,000 per annum, depending on experience, plus a range of benefits including 25 days' annual leave, flexible working hours, and the opportunity to work in a dynamic and supportive team environment.

This is a 6-month fixed-term contract opportunity. The successful candidate will be required to work dual-located between their home and our Birmingham office.



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