Responsibilities
* Support the delivery of key operational initiatives and improvements across multiple areas of the business
* Maintain delivery plans, action logs, trackers, and timelines to ensure progress is visible and well managed
* Proactively chase actions, update progress, and highlight risks or blockers to delivery leads and Team Managers
* Coordinate meetings, capture notes, track actions, and follow up to maintain delivery momentum
* Work closely with Team Managers and frontline teams to support delivery activity within their areas
* Engage directly with customers and operational teams to understand customer impact and operational effectiveness
* Ensure customer experience and practical operational considerations are reflected in delivery decisions
* Act as a central point of coordination across teams, helping align actions, dependencies, and communication
* Maintain accurate and up-to-date documentation and prepare clear progress updates for stakeholders
* Support change and implementation activity, including communications, training coordination, and readiness checks
* Assist with updating processes, SOPs, and guidance following delivery activity
* Contribute to post-implementation reviews to capture learning and improvement opportunities
Day‑to‑Day Activities
* Supporting delivery activity across Operations, Customer Contact Centre, Sales, Partnerships, and ARC
* Tracking actions, timelines, and dependencies across multiple initiatives
* Engaging with frontline teams and customers to stay close to operational reality
* Preparing updates and documentation for operational leaders and stakeholders
* Supporting change activity and implementation readiness
* Undertaking regular customer contact activity to remain grounded in customer experience
* Collaborating across teams to ensure delivery work progresses smoothly
Qualifications & Skills
You’re highly organised, delivery‑focused, and comfortable working across multiple priorities. You enjoy supporting operational activity, keeping things on track, and proactively following up actions to maintain momentum. Calm under pressure and detail‑oriented, you’re confident communicating with stakeholders at all levels and building effective working relationships‑without needing line management authority.
You have strong operational awareness and enjoy engaging directly with frontline teams and customers to understand real‑world challenges and customer impact. You’re pragmatic, solutions‑oriented, and comfortable working with ambiguity as priorities evolve. Keen to learn and develop, you thrive in a supportive environment where collaboration and continuous improvement are valued.
Experience in contact centre, care, service, or regulated environments is a bonus, as is exposure to change delivery or process improvement—but most importantly, you bring a proactive mindset and a willingness to get involved.
Apply
Are you organised, proactive, and passionate about making things happen behind the scenes? Join us as an Operational Delivery Support, where you’ll play a vital role in supporting key operational initiatives across the organisation. Working closely with operational leaders, Team Managers, and frontline teams, you’ll help ensure activity is well‑coordinated, tracked, and delivered‑while keeping customer experience at the heart of everything we do.
Hours: 37.5 hours per week
Shift pattern: Working 5 days a week, between 8 am–8 pm Monday to Sunday, but largely core hours 9 am–5:30 pm Monday to Friday
Salary: £24,979.50 per annum plus PRP up to £150 per month
Location: Hybrid – Norwich
Start Date: TBC
Perks and Benefits
* 233 hours holiday rising to 248 with length of service (incl. bank holidays that you will work if rota'd)
* Discounts on groceries, shopping, holidays, insurance, days out, restaurants and more
* 24/7 employee assistance programme with an easily accessible app
* Family and friends discounts on services & products
* Pension Scheme, up to 3% employers contribution
* Cycle to work Scheme
* Smart tech benefit
* Free on‑site parking
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