Role - Digital Incident & Support Assistant Contract – 12 Month Fixed Term Hours – Full time - 37.5 Location – Nottingham Support Office Level – 7 Recruitment Partner – Matthew Nelligan About the opportunity Role responsibilities include, but are not limited to: Monitoring and supporting with incidents that occur on Bootscom/.ie, mobile app, pharmacy and any digital ad hoc request. You will collaborate with different teams and business stakeholders to minimise disruptions, ensure speedy and effective incident solutions, understand root cause and prevent reoccurrence. You will be responsible for prioritising incidents that require a code fix/change, working closely with business stakeholders and product owners to ensure that each incident is prioritised and addressed according to the backlog. Analysing customer behaviour insights using several systems such as Contentsquare and Qualtrics to ensure incident solution is proactive. Supporting with general regression and insights analysis during big launches, promotions and events. The ideal candidate: Able to build relationships quickly within the Digital Operations team and externally with all the key teams who we support Have an inquiring mind, be curious on the ‘why’ to understand cause/effect of processes, be pragmatic and take ownership for their work Grow knowledge quickly, open with their competence & development, learn from mistakes and apply training. Be confident in reaching out to peers for any support required and able to adhere to documented standard operating procedures according to whichever team you are supporting Can deal with multiple priorities especially with working across multiple teams and ensure relevant incidents are completed to time and accuracy expectation. Able to switch between incidents effectively keeping logical track of where you are and able to pivot to something else when required Able to challenge colleagues to ensure the the best outcomes for incidents are met or effectively escalated to uphold customer experience and commercial agreements Must be confident in using the Microsoft suite, specifically excel, and have the skill to manipulate data to spot errors or get to an answer efficiently, calling out any accurate data-based insights where appropriate and sharing them Is skilled in identifying defects, patterns, and trends, contributing to continuous improvement of the Boots.com customer experience. Possesses strong verbal and written communication skills, confidently collaborates across teams, and is proficient in tools such as JIRA and Confluence. Embraces change with confidence, works effectively under pressure, and navigates the demands of a dynamic business with tenacity. Manages tasks independently and meets tight deadlines. Benefits We have a great range of benefits that go beyond salary and offer flexibility to suit you: Competitive salary Maternity / Paternity / Adoption leave pay Boots Pension Scheme Competitive holiday allowance Generous staff discount (Boots, Boot Opticians and Boots Hearing Care) £100 gift card for colleagues expecting/adopting a baby Access to corporate discounts, including retail, cinema, holidays etc (UK only) Discretionary annual bonus scheme Access to our Employee Assistance Programme Flexible benefits scheme (via salary sacrifice) including financial wellbeing support, gym membership, dental cover, life assurance, restaurant discount cards, activity passes, holiday buying and much more (exclusions may apply, eligible roles only) Onsite staff shop, opticians, gym, coffee shops, cafeteria, dry cleaning service and excellent travel links *All rewards and benefits are subject to change and eligibility. Why Boots Our mission is to help everyone to feel good. This starts internally – with every colleague and every team. In our stores and pharmacies, our warehouses and our Support Office, we work together, putting our customers first and our colleagues at the heart of everything we do. We aim to attract, develop and retain the best people, with a huge range of opportunities for you to continue to grow with us… just bring your passion and commitment and we’ll do the rest. Diversity, equity and inclusion is at the centre of everything we do in our business. We are proud to be an equal opportunity employer, passionate about embracing the diversity of our colleagues and providing a positive and inclusive working environment for all. We offer a variety of flexible working patterns to support our colleagues to achieve a good work life balance, just speak to our Recruitment team to find out more. What’s next If your application is successful, our in-house recruitment team will be in touch to arrange an interview and to answer any initial questions you have. If you have not been successful on this occasion you will be notified by email. Keywords • Monitoring and supporting with incidents that occur on Bootscom/.ie, mobile app, pharmacy and any digital ad hoc request. • You will collaborate with different teams and business stakeholders to minimise disruptions, ensure speedy and effective incident solutions, understand root cause and prevent reoccurrence. • You will be responsible for prioritising incidents that require a code fix/change, working closely with business stakeholders and product owners to ensure that each incident is prioritised and addressed according to the backlog.