Digital Implementation Assistant – Incidents & Support 12M FTC

Role: Digital Incident & Support Assistant

Contract: 12 M FTC

Shift pattern: Full Time

Location: Nottingham

Recruitment Partner: Matthew Nelligan

What youll be doing

The Boots Digital Implementation team are looking for a digital incident and support assistant to play a key role in improving our online customer experience. This opportunity is a 12-month 37.5 hours-per-week contract at our Nottingham D90 head office.

Key responsibilities

• Monitoring and supporting with incidents that occur on 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.

What youll need to have (our must-haves)

• 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 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 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.

Rewards designed for you

• Boots Retirement Savings Plan

• Discretionary annual bonus

• Generous employee discounts

• Enhanced maternity/paternity/adoption leave pay and gift card for anyone expecting or adopting a child

• Flexible benefits scheme including option to buy additional holiday discounted gym membership life assurance activity passes and much more.

• Access to free 24/7 counselling and support through TELUS Health our Employee Assistance Programme.

Theres lots more in our benefits and discounts MyBoosts - there to give you that little lift in your everyday. Find out more at Exclusions may apply; eligible roles only. Please note that any salary estimates provided on third-party sites are not endorsed by Boots and may not be accurate.

A bit about us

At Boots were proud to be an equal opportunity employer creating a place where everyone feels welcome supported and free to be themselves. We believe that when our people feel valued and included they thrive so were committed to creating a brilliant Boots for our people so they can make a difference for our customers and colleagues every time.

Whats next

If you apply our team will be in touch to let you know the outcome of your application or to arrange next steps. Where a role is advertised as full-time we are open to discussing part-time and job share options during the application process. If you require additional support as part of the application and interview process we are happy to provide reasonable adjustments to help you to be at your best.

This role requires the successful candidate to complete a Pre-employment check after receiving an offer. Depending on your location you will be asked to submit either a DBS (Disclosure & Barring Service) PVG (Protection of Vulnerable groups) or an Access NI Check.

Boots is a Ban the Box employer and will consider the suitability of applicants with criminal convictions on a case-by-case basis.

We hope to hear from you soon.

Be brilliant with Boots.