Systems Support

Job DescriptionJob Title: Branch Systems SupportReporting to: Regional Operations SupportNo. of Reports: 0 Job Purpose:Work collaboratively with franchisees and branch managers to ensure that all IT systems are utilised effectively and efficiently and are in line with the standard operating model.Identify areas of best practice being utilised within branches re. systems usage, document accordingly, train into branches, and build into the operating model. Responsible for onboarding/training for new CSA/Ops colleagues re the effective use of systems and the principles of the commercial model.Liaise with the Head of Learning and Development & Franchise Support Team to ensure that all training material re systems use are up to date and in line with any software updates, and changes to the commercial model. Main Responsibilities and Objectives: Responsibilities & Objectives

• Keep updated a standard operating procedure manual for all systems
• Work with branch colleagues and branch managers to validate that systems use are in line with the standard operating procedure format
• Identify, document and train out best practice (which drive operational KPI's and efficiencies) on systems use
• Liaise with IT re future systems development in line with the operational requirements of the business (TMS Steering Committee)
• Ensure that as software upgrades are rolled out - training is implemented accordingly to embed the relevant changes at an operational level
• One to one feedback at branch level re systems use and operations
• Responsible for onboarding and sign off for new CSA/Ops recruits into the business
• Administration of ZoomInfo system
• Monitoring & reporting on HubSpot Opportunities Pipeline to Franchise Support Team
• Ad-hoc reporting to Franchise Support Team colleagues
• Engage with the relevant business areas of the Support Centre to identify opportunities for improvement at branch level, in the areas of:
  • Cost savings
  • Time savings
  • Process efficiency and simplification
  • Mitigation of business risks
  • MI visibility of key business information

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

InterfacesInternal

• Liaise with Head of Franchising, all members of the Franchise Support Team, IT Director and IT team, and Employees at all levels within the Company to continually improve business performance and achieve Company objectives

External

• Customers (where applicable)

Qualifications: Core

• Full Driving Licence
• Highly IT proficient
• English and Mathematics to GCSE standard

Experience: Core

• Demonstrable experience in operating a range of IT systems in a commercial environment
• A confident individual who can influence at all levels
• An analytical thinker
• Communication - interpersonal skills, and relationship management is key to this role, therefore strong presentation skills are essential
• The ability to demonstrate good problem-solving skills and plan effective contingencies and solutions
• Strong relationship builder with the ability to build strong relationships with both internal and external stakeholders
• Passionate about customer experience improvement and innovation
• Good at cultivating and delivering upon working relationships
• Knowledge and understanding of project management and implementation

Desirable

• Knowledge of Transport Management Systems and Networks
• Experience in a field-based training role

Performance Management Responsibilities:The following are to be monitored via the appraisal process and internal meetings:

• Effective engagement with the network that drives operational change and standardisation
• Demonstrate a training and coaching approach relevant to individual branch requirements that effectively embeds a standard operating format
• Create and keep updated relevant training material re systems usage
• Effective resource planning

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