SUMMARY

Job Reference: 256781BR
Nottingham Support Office
Fixed Term
37.5 Hours

WHAT YOU’LL NEED TO HAVE

• Team Player and passion to support others: You have experience supporting or leading a small team and enjoy coaching others. You’re ready to step up and take ownership where needed, while still working collaboratively. Able to offer ad hoc support to Digital Services peers in time of need to reach the goals together as one team.
• Digitally Confident: You have hands-on experience with content systems or digital tools and are comfortable learning and applying new technologies quickly. Prior experience with content management systems preferred.
• Supportive Problem-Solver: You’re a natural troubleshooter, keen to investigate issues, find solutions, and support users effectively.
• Organised & Proactive: You manage your workload efficiently, communicate clearly, and stay one step ahead in a fast-moving environment. You can juggle day-to-day tasks alongside longer-term projects.
• Customer & Colleague-Focused: You understand the importance of creating systems and negotiating processes that work for users across multiple teams and beneficial for the customer, always looking for ways to improve the experience and add value.
• Eager to Grow: You’re enthusiastic about developing your skills and career, ready to learn from those around you while bringing your own perspective and ideas to the table.

ABOUT THE ROLE

The Digital Services Team leads the operational and business processes across our UK and ROI digital platforms. Our goal is to ensure these platforms are effective, valuable, and continuously enhance the customer experience.We have two roles available for a fixed term working in our Content Systems Support Team within the Digital Services Business Team. The roles are first line support for our content applications, lead the day to day operations while being change agents for the Digital Transformation project for new tools coming down the line and therefore suited to those who have experience in the area, enjoy supporting & training others while working on a large scale program.

KEY RESPONSIBILITIES

• Operational Excellence: Help ensure our content management systems are used consistently and effectively. Be an advocate for best practices across the wider team, contribute to process improvements monitoring implementation and compliance.
• System Support & Triage: Act as a first-line support contact for users experiencing issues. Help identify whether issues are user, process-related or technical, and escalate to relevant teams where required. Helping to work together and prevent recurrence and continually improve.
• Program Content System expert: Help support the planning, migration and delivery of our Digital Transformation project. Help develop the framework, governance practices that we will use from here in, testing, training materials, content migration, and rollout activities in partnership with the other key business and project stakeholders.
• Training & Documentation: Help develop and maintain clear documentation and training guides for our systems. Deliver formal systems training to new joiners ensuring they are set up for success as they learn the processes within their teams. Spot opportunities to offer support and training to existing users where required also and regular feedback to leadership team.
• Stakeholder Collaboration: Work with internal teams such as Product, Marketing, Design, and IT to support day-to-day operations and ongoing improvements. Help gather user feedback and communicate issues and opportunities for development.
• Drive Consistency & Governance: Support data governance efforts, helping ensure systems access, permissions, and usage are managed in line with agreed frameworks.