Business Systems Manager/Analyst

Role: Business Systems Manager/Analyst

Reports to: Director of Client Support

Salary: £25k- £30k

Based: Kings Court, Wilmslow


The Role

As a company we put the client at the heart of everything we do and strive to continuously improve the client experience.  We are investing heavily in a new telephony platform for all service colleagues and require a Telephony & Data Manager to own and manage the system to deliver results.  This newly created role will be both diverse and challenging with opportunity to grow and develop into team management role.

Key responsibilities

  • Triage support issues for all system users and liaise with IT support as appropriate
  • Continuous improvement – own the system and build on it by identifying opportunities to improve
  • Develop a strong working relationship with telephony system providers to manage any issues and keep up to date with any system developments.
  • Maintain and support call recording, monitoring and reporting across Service
  • Build robust relationships with key stakeholders to enhance system to add value to client journey
  • Measure and manage adoption and utilisation to deliver value
  • Analyse overall system performance, identifying trends and opportunities
  • Prepare regular reporting packs and present to key stakeholders highlighting trends and opportunities to deliver improvements across the service teams
  • Design and deliver end user training and materials and maintain user training records
  • Day to day system administration for Operational teams
  • Work closely with IT support for system upgrades

About You

  • Strong communication skills and relationship builder as you will be expected to liaise with senior stakeholders, teams and vendors throughout implementation and ongoing
  • Effective influencer – ability to convince stakeholders to “do the right thing” based on your expertise and knowledge to deliver continuous improvement for efficiency and customer experience
  • Experience of telephony system in either a service or contact centre environment
  • Opportunity to develop and build a team to manage the system day to day
  • Opportunity to work with other business areas to embed the system in service, integrating with CRM systems to get the best from the system
  • Takes ownership and delivers to agreed milestones
  • Exceptional organisation, multi-tasking and time management skills
  • Ability to work effectively both independently or as part of a team
  • An aptitude to learn and take on new challenges
  • Results orientated, and metrics driven
  • Strong focus on process and keen attention to detail
  • Proven analytical and problem-solving abilities
  • Strong customer service orientation and the ability to manage expectations


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