Overview
Senior Operations Support Assistant role at Royal Voluntary Service. This is a full-time, permanent position. Location: Home based with occasional national travel. Hours: 35 per week. Salary: £26,173 per annum.
Royal Voluntary Service works with NHS Trusts and Health Boards providing retail solutions to deliver a healthier future. We have operated and delivered industry leading retail and catering solutions since 1938 and have a broad portfolio of cafés, shops and trolley services operating in hospitals and other locations across Britain. The organisation reinvests in the success of cafés, units and trolley services to maximise profit generation and therefore reinvest in charitable work into the NHS and communities across Great Britain.
Role location and schedule
Location: Home based with occasional national travel.
Hours: 35 per week.
What you’ll do
* Provide first line EPoS support for user/product/promo issues via email, phone or Topdesk to frontline retail operations, minimising the impact of technical, product and service issues and providing guidance for queries across the organisation.
* Support the Operations Support Manager in managing the current EPoS system to ensure products and promotions are correct at all times and deputise for them when required.
* Provide administration and reporting support, including creation and maintenance of new and existing Excel and Power BI reports to the retail field management team, Finance and other internal functions.
* Administer and report on data to support other head office functions using Excel / SQL / Power BI and Enactor System reporting.
Job requirements
* Proficient in industry standard IT systems, Microsoft Office/Word/Excel. Knowledge of Power BI Dashboard construction is desirable.
* Proficient in SQL reporting (desirable).
Skills
* Analytical problem solving; ability to investigate and resolve technical issues.
* Ability to compile and analyse detailed reports and provide accurate data; experience building regular and ad-hoc reports.
* Experience building SQL reports, auto-updating Excel reports, and BI reporting based on stakeholder feedback.
* Willingness to develop SQL, advanced Excel (Macros) and Power BI skills through self-learning.
Experience
* Experience working with EPoS systems in a support capacity.
* Experience in a customer service environment.
* Previous management or supervisory experience and the ability to deputise in a line manager’s absence.
* No DBS/PVG required for the role.
Job responsibilities
* Provide first line EPoS support for user/product/promo issues via email/phone/Topdesk.
* Assist in managing and maintaining the Enactor System to ensure data integrity across products and promotions.
* Extract and utilise data from EPoS for reporting purposes.
* Advise on non-technical issues, equipment, customer accounts, and cash in transit.
* Maintain Users on Enactor System and integration with CRM.
* Produce reports and analyses to support head office functions using Excel/SQL/Power BI and Enactor native reporting.
* Support wider retail team in interpreting provided reports when requested.
* Validate and process invoicing for services/suppliers.
* Contribute to project teams as required.
* Support monitoring of the retail feedback mailbox via Topdesk.
* Order POS products through Snapfulfil and manage change deliveries/ad hoc collections/bags for cash collections via G4S Portal; chase missing POS from suppliers.
* Support Finance with PSF interface, investigate customer queries, and produce invoicing data for NHS customer accounts.
How you’ll do it
Decision making
Work within prescribed guidelines and troubleshoot autonomously where possible; escalate when appropriate.
Planning and organising
Plan weekly workload around reactive tasks and deadlines; manage workload from multiple sources (email, phone, Topdesk, Teams); plan tasks using Outlook Calendar and Topdesk.
Creativity
Propose creative and original ideas and explore new ways of doing things; offer alternative possibilities and options.
Supporting and managing others
Support sites with EPoS issues to ensure swift resolution so they can provide the required service to customers.
Team working
Collaborate with head office reporting/analysis teams and field management; coordinate with the EPoS provider for service support and fault investigations.
Networking
Provide guidance and support to service colleagues via telephone, Teams, email or Topdesk.
Equality, diversity, and inclusion
Value difference and promote inclusive behaviour; engage in charity-wide inclusion activities.
Benefits
* Salary of £26,173 per annum
* 26 days’ holiday (pro rata) plus paid statutory bank holidays (pro rata)
* Ten weeks’ company sick pay after probation
* A great pension scheme
* 2 x Salary Death in Service Benefit (subject to qualification)
* Enhanced Family Leave schemes
* Access to exclusive rewards website for discounts and cashback
* 24-hour doctor line and financial support for dental/optical and other therapies
* Free confidential employee assistance programme with up to six counselling sessions
* Extensive online and on-the-job training
* Flexible working opportunities
* Opportunities to develop new skills and progress your career
* The chance to make a positive, lasting impact on lives and communities
If you have the skills and experience to become our Senior Operations Support Assistant, please click “apply” today. The closing date for this role is 6 October 2025. We reserve the right to close the vacancy early if sufficient applications are received.
At Royal Voluntary Service we welcome everyone and are committed to equality, diversity and inclusion. To learn more about our commitment, visit our website.
Join Royal Voluntary Service and help us change lives, communities and society.
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