Job Description Royal Voluntary Service has an opportunity available for a Senior Operations Support Assistant to join our Retail Operations team. You will join us on a full-time, permanent basis, and in return, you will receive a salary of £26,173 per annum. About the Senior Operations Support Assistant role: 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. Royal Voluntary Service is committed to ensuring the success of our cafés, units and trolley services to maximise profit generation and therefore reinvest in our charitable work into the NHS and communities across Great Britain. Location: Home based with occasional national travel. Hours: 35 per week What you'll bring as our Senior Operations Support Assistant: Providing a consistent and responsive support function via email, phone or Topdesk to frontline retail operations, minimising the impact of technical, product and service issues and providing guidance for queries related to other areas of the organisation. Support the Operations Support Manager in management of the current EPoS system to ensure products and promotions are correct at all times and Deputising for them when required. Providing an administration and reporting support service to include the creation and maintenance of new and existing Excel and Power BI reports to the retail field management team, Finance, and other internal functions. Job Requirements This is what we're looking for: Knowledge Proficient in industry standard IT systems, Microsoft Office/Word/Excel and their application in a commercial environment. Additionally, knowledge of Power BI Dashboard construction is desirable Proficient in the use of SQL reporting (desirable) Skills Technical issues typically require a degree of investigation to resolve dependant on the complexity of the problem. Compiling detailed reports will also involve analysis to ensure accuracy. This will include reports that are completed regularly following a template as well as ad-hoc reports that require building. This role has evolved to include the building of SQL dependant reports, ‘one touch’ auto updating Excel reports and, most recently, building of BI reporting based on feedback after a meeting with RAMs, Trading Team, and the Director of Retail The acquiring of knowledge in the use of SQL, advanced Excel use (Including Macros) and Power BI use through personal training using resources found online and forums. Experience Experience of working with EPoS systems in a support capacity. Experience of a customer service environment. Previous management or supervisory experience and the confidence to deputise in the line manager’s absence. No DBS/PVG required for the role. Job Responsibilities This is what you'll be doing: Provide first line EPoS support for user/product/promo issues to services via email/phone/Topdesk Support OSM in managing and maintaining Enactor System, to ensure data integrity across products and promotions, expediting User issues and cleansing of files as necessary. Extraction and utilisation of data from EPoS for reporting purposes Advise on non-technical issues, equipment, customer accounts, cash in transit. Maintenance of Users on Enactor System and integration with CRM Produce reporting/analysis to support other head office functions – Using Excel / SQL / Power BI and native reporting in the Enactor System. Where requested support members of the wider retail team in the use and interpretation of provided reports Validate and process invoicing for various services/suppliers. Contribute to and actively assist on project teams as required. Support OSM in monitoring and management of the ‘retail feedback’ mailbox via Topdesk Ordering of POS products through Snapfulfil website Ordering of Change deliveries/ad hoc collections/bags for cash collections/chasing of missed collections & deliveries through the G4S Portal Ordering and chasing missing POS from various suppliers Supporting Finance in the running of PSF interface, investigation of Customer queries and production of Invoicing data for ‘NHS’ Customer Accounts This is how you'll be doing it: Decision making The role requires an ability to work within prescribed guidelines to ensure consistency e.g. troubleshooting guides and retail manual. Also, the position requires that decisions regarding resolution of issues are often fulfilled autonomously but where applicable are escalated. Planning and Organising Planning of own weekly workload and tasks around the reactive element of the role is essential given that some activities are governed by a deadline. The role also requires the ability to manage workload from multiple sources, e.g. email, telephone, Topdesk and Teams calls. Planning of tasks through Outlook Calendar and Topdesk. Creativity Produces creative and original ideas and solutions. Likes to find and explore new ways of doing things. Comes up with alternative possibilities and options. Supporting & Managing Others Supporting sites with any issues they may have with EPoS to ensure swift resolution, so they are able to provide the required service to customers. Team Working Internal head office functions - reporting, analysis & general support via telephone, Teams call, email or Topdesk Field retail management - reporting, analysis, data gathering, general support via telephone, Teams call, email or Topdesk. EPOS provider - service support and fault investigation via email, Teams call or Topdesk. Networking Service colleagues - support, guidance via telephone, Teams call, email or Topdesk. Equality, Diversity, and Inclusion Values difference and sets a positive example of inclusive behaviour in all interactions and promotes practices that celebrate equality and diversity in the workplace and the communities we serve. Is an active participant and encourages others to engage effectively with charity wide inclusion activities. Job Benefits This is all the other great stuff you'll be getting: Salary of £26,173 per annum 26 days’ holiday (pro rata) plus paid statutory Bank Holidays (pro rata) Ten weeks’ company sick pay following successful completion of probation A great pension scheme 2 x Salary Death in Service Benefit, subject to qualification Enhanced Family Leave schemes An employee benefits package that gives access to an exclusive rewards website to get discounts and cashback online A 24-hour doctor line, financial support with dental/optical and other therapies A free and confidential employee assistance programme with up to six face-to-face counselling sessions included Extensive online and on the job training to ensure you will succeed in your role Opportunities to discuss flexible working Opportunities to develop new skills and progress your career The chance to make a positive, lasting impact that changes lives, communities and society If you feel have the skills and experience to become our Senior Operations Support Assistant, please click ‘apply’ today, we’d love to hear from you! This is the latest you'll be able to apply, providing we do not close to applicants early: The closing date for this role is 6 October 2025. However, we reserve the right to close this vacancy early should sufficient applications be received. Please do not delay your application we often get a lot! At Royal Voluntary Service our goal is to welcome everyone and build inclusive and diverse teams. We celebrate difference and encourage everyone to join us and be themselves at work. To find out more about our commitment to EDI, visit our website. Join Royal Voluntary Service and together we can change lives, change communities and change society.