Study Support Systems and Operations Coordinator

Our Study Support team plays a vital role in connecting people with Our Future Health. As the first point of contact for potential and existing participants, the team supports people throughout their journey with us, answering questions, providing guidance and helping them access the information they need. Whether someone gets in touch by phone, email or through our website, the team helps ensure they receive a welcoming, helpful and consistent experience.

We have an exciting opportunity for a Study Support Systems & Operations Coordinator to join our Study Support team and help ensure the systems and processes that underpin our participant support services run effectively.

Working closely with the Study Support Innovations Manager, you’ll play an important role in the day-to-day administration and continuous improvement of our Study Support systems and operational processes. You’ll maintain core support systems, help coordinate system and process changes, support reporting and data quality, and make sure improvements are successfully embedded into everyday ways of working.

Despite big improvements in healthcare in our lifetimes, today millions of people in the UK still live in poor health as they get older. Diseases like cancer, dementia, diabetes, and heart disease affect the lives of many people in our communities. Our goal is to create a world-leading resource for health research, to improve our understanding and spot the patterns of how and why common diseases start, so treatments can begin sooner and be more effective.

Our Future Health is the UK’s largest ever health research programme, bringing people together to develop new ways to detect, prevent, and treat diseases. We are a charity, supported by the UK Government, in partnership with charities and industry. We work closely with the NHS and with public authorities across all nations and regions of the UK.

What you’ll be doing

In this role, you’ll support the effective running and improvement of the systems, tools and processes used by our Study Support team. Your key responsibilities will include:

• Acting as a primary administrator for Study Support systems (FreshDesk) and case management platforms, including user access, permissions, workflows, automations, routing, queues and system configuration.
• Being a first point of contact for routine systems issues and configuration requests, escalating more complex issues when needed.
• Supporting the testing and implementation of system changes, automations and new functionality.
• Helping to create operational reports, dashboards and performance insights to support decision-making and continuous improvement.
• Monitoring agreed service metrics and identifying trends, anomalies or emerging operational issues.
• Supporting data quality and reporting accuracy across Study Support systems.
• Maintaining operational documentation, standard operating procedures, knowledge base content and key process records.
• Coordinating testing, implementation and rollout activities for agreed service improvements.
• Gathering and documenting feedback from advisors and system users to support improvement work.
• Coordinating training and adoption activities for new tools, workflows and processes.
• Identifying practical opportunities to improve routine operational processes and escalating wider opportunities for consideration.
• Supporting the onboarding and training of new team members on Study Support systems and processes.
• Providing wider operational support during busy periods, including assisting with ticket handling and telephony activity where required.