Business Support

Job Title:

Systems Support and Business Intelligence Analyst

Reporting to:

No. of Reports:

N/A

Job Purpose:

To support our nationwide network of Franchisees and branch managers. In this role, you will ensure that our key systems — including TMS, HubSpot, FAME, and ZoomInfo — are effectively adopted and utilised, while also delivering insights that drive operational performance and strategic decision-making.

You will play a vital role in onboarding and training new Sales Colleagues, Customer Service Advisors and operations staff, promoting best practices across the network, and supporting Franchisees in using data and systems to grow their businesses and maintain operational excellence.

Main Responsibilities and Objectives:

Responsibilities & Objectives

• Systems Support & Adoption:
• Support Franchisees and Branch Managers in the day-to-day use of key platforms: TMS, HubSpot CRM, FAME, and ZoomInfo
• Provide frontline support for system queries and issues, ensuring prompt resolution or escalation to the appropriate teams
• Work with operational teams to drive consistent and efficient use of systems across the franchise network.
• Business Intelligence & Reporting:
• Extract data across operational systems to build performance dashboards/reports and generate operational insights.
• Provide regular reporting to Franchisees and senior leadership, highlighting trends, performance metrics, and improvement opportunities
• Support data-driven decision-making by interpreting complex data into actionable business recommendations.
• Best Practice & Operational Efficiency:
• Identify and document best practices in system usage from high-performing branches.
• Collaborate with Operations and IT to standardise workflows and system processes across the network.
• Help Franchisees and Branch Managers to apply best practices to improve customer service, deliver efficiencies, and drive sales performance.
• Training & Onboarding:
• Deliver systems training during the onboarding of new CSAs, sales colleagues, and Operations staff in franchise branches.
• Develop and maintain training materials and documentation tailored to business needs and user skill levels.
• Provide ongoing support, refresher training, and guidance for system updates or process changes.
• System Improvements & Change Management:
• Support the rollout of new system features or tools across the network.
• Gather feedback from users to identify improvement opportunities and liaise with IT or software vendors as needed.
• Act as a change champion, helping Franchisees and Branch Managers adapt to evolving technologies and processes.

Statutory Duties

• Co-operate with your employer to enable any legal obligations to be complied with
• Do not recklessly interfere with anything provided by the employer or others in the interests of health, safety or welfare.
• Bring to the attention of the Company Health and Safety Manager any perceived short comings in health and safety arrangements, situations or processes that you consider to be serious or which may present danger to you or others.
• Do not undertake or request others to undertake any works for which you/they do not hold the required competency or authority to undertake.

Safety Equipment Required

• Relevant PPE (for customer sites as required)

(in the event that site specific equipment is required this shall be issued as required)

Interfaces

Internal

• Liaise with, Franchise Support Team, Marketing Team, their direct reports and Employees at all levels within the Company, compliance to HSE legislation and Company objectives.

External

• Customers
• Suppliers / Drivers
• Contractors
• Puro and Franchised Branches

Qualifications:

Core
.

• Full Driving Licence.
• IT Literate including Microsoft Excel, Word and Outlook.
• Written, oral English and Mathematics to GCSE standard

Desirable

• Awareness of Relevant Legislation
• Excel / PowerPoint presentations skills.

Experience:

• Experience with the transport sector within the UK
• Awareness of the UK logistics market
• Previous knowledge of utilising a transport management system and CRM (HubSpot preferable)
• Strong customer service ethic with negotiation and telesales skills
• Experience in retaining and building good customer relationships
• Excellent verbal and written communication skills
• Articulate with a confident phone manner
• Good organisational skills with the ability to multitask and prioritise workload

Performance Management Responsibilities:

The areas of responsibilities and objectives (above) are to be monitored via the appraisal process and internal meetings.

Technical Skills:

• IT Literate including Microsoft Excel, Power BI, Word, Outlook (PowerPoint, Access, Visio or similar preferable.)

Business Skills:

• Professional and confident manner
• Excellent Communicator
• Good customer service skills
• Ability to work within a team and under own initiative
• Good organisational skills
• Ability to work well under pressure
• Good literacy and numeracy skills
• Report writing