Service Delivery Analyst

Salary: £22,733 per annum

Contract: Full time (35 hours per week), permanent contract.

Family Fund Business Services (FFBS) is the trading subsidiary of Family Fund, the UK’s largest charity providing grants to families raising disabled or seriously ill children. FFBS builds on the grant administration expertise of the charity to provide fulfilment services to charities, local authorities and other public and third sector organisations across the UK. All the profits from FFBS are gifted to Family Fund. Joining the team at this time, you will play a vital role in providing operational support to ensure we continue to offer important fulfilment services when they are needed most. 

As Service Delivery Analyst you will be responsible for the day to day management of the FFBS fulfilment portal, including providing technical support and training where required. Additionally, you will provide a wide range of management information, across multiple formats, alongside project and process change support across FFBS.  

Other main duties include:

  • Liaising with the Account management team and providing support in managing and resolving customer queries in relation to bulk orders, critical portal issues, incidents or technical service requests.
  • Liaising with third parties both internal and external to review potential business solutions and lead on progressing implementations as appropriate.
  • Leading on work with business process owners to establish business requirements for successful service delivery.
  • Developing and providing regular MI reports to management on fulfilment volumes and trends, and operational performance.
  • Developing and producing process and procedure documents for the FFBS operational team.
  • Providing project management support across FFBS as required.

To be considered for this integral and valuable role you should come to us with knowledge of process improvement methodologies and experience of supporting the implementation of new systems and processes within a business environment. You should have experience using and updating online databases and systems and be comfortable working towards targets in a fast paced environment. A confident team player, you should possess excellent verbal and written communication skills and an ability to prioritise and manage your time effectively. Most importantly you should be friendly, polite and courteous with a positive and proactive attitude.

For more information about the role please view the job description here. 

This role would ordinarily be based at our offices in Monk’s Cross (York) however, as a result of Covid-19, we have transitioned this team to enable them to work effectively from home. The health and wellbeing of our staff is of paramount importance and as a home-worker you will be given all the support you need to join our team remotely, and transition back into the office when it is appropriate to do so.

Here at Family Fund Business Services we are committed to staff development whilst offering excellent benefits, including flexi-time, competitive annual leave entitlement (which increases with length of service), yearly salary reviews which are linked to performance, and above all a professional, fun working environment where a positive work-life balance is encouraged.

Family Fund Business Services is positive about disabled people and as a Disability Confident Employer all disabled applicants who demonstrate that they meet the minimum requirements for the role will be asked to attend an interview.  If you have a disability and are happy to inform us, please highlight this in your covering letter. Please note that you are under no obligation to inform us.

This truly is a varied and interesting role and an opportunity to join a team providing vital fulfilment services when they are needed most. If you are interested, please send your CV and a covering letter outlining how you meet the person specification to:

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