Insights Assistant - Customer Support Centre

Job reference: 149425BR Previous
Location: Nottingham Support Office
Function area: Business Support and Operations
Shift pattern: Full-time
Contract type: Secondment
Hours per week: Over 35 hours per week
Insights Assistant - Customer Support Centre

We have an exciting new opportunity to join the Customer Support Centre under the leadership of the CSC Business Partner, Quality and Insights Manager. Here in the CSC although we are made up of many teams, we share the same drive and passion to deliver exceptional customer service at every step of the customer journey.

Your day will be filled with variety, the role of Insights Assistant is primarily supporting the Operations Business Partner. You will have responsibility for the Operations Helpdesk inbox, pulling reports via Helix for the wider business and working on projects. You will manage the Care Services process and be on hand to support the Offline team should they need any assistance. This also a great opportunity to build on your own network as you liaise with different stakeholders across the Boots business functions.

The CSC is a vibrant exciting environment, filled with colleagues who genuinely care for each other’s wellbeing. We want someone to join this friendly, busy team who are always seeking way to make improvements to the way we work, to enhance both colleague and customer experience.

Key Responsibilities

• Monitoring the Operations Helpdesk Inbox
• Responding to queries raised by stores/advisors and seeking out answers from stakeholders
• Reviewing Alerts and Messages sent to stores daily to understand the information that needs to be sent to the helpdesk
• Foreseeing any queries that stores may ask on the back of alerts/messages being sent out
• Writing comms to the helpdesk as well as noting any specific logging options they need to use
• Archiving any comms sent out for advisors for future refence
• Raising any issues from the helpdesk and escalating if required
• Reviewing the content on the Operations Hub so ensure this is all up to date
• Helix - generating reports for both the Business Partner and the wider business
• Dip checking call queries to spot any themes and then escalating via appropriate routes
• Quality checking Care Service orders placed to ensure process is being adhered to
• Attend Care Services meetings for any change to processes
• Update training documents as and when required
• Respond to any queries from the Offline team regarding the Care Services process
• Supporting the Business Partners in any change requests including liaising with the business/change requester to understand impact/process Meetings
• Attend the weekly Area Manager call and report the feedback stores give to the Business Partners and Insights team

A bit about you…

• We are looking for someone who understands the impact of changes to the customer, both internal and external.
• In the challenges that we face in the current climate your need to be agile in your approach, able to prioritise workload, look for solutions and escalate issues if required.
• You’ll need strong communication skills, with the confident to liaise with a variety of stakeholders in a timely manner, providing accurate information.
• You’ll also need good understanding of computer knowledge and be willing when necessary, to engage with new technology.

A bit about us…

Boots UK is part of the Retail Pharmacy International Division of Walgreens Boots Alliance and is the UK's leading pharmacy-led health and beauty retailer. With over 2500 stores in the UK our purpose is to help our customers look and feel better than they ever thought possible. You can learn more by visiting

What we can offer you:

• Competitive Salary
• 25 days annual leave, plus statutory bank holidays
• Annual discretionary bonus plan
• Generous staff discount scheme including Boots Opticians - frames and contact lenses
• Competitive company pension scheme
• Flexible benefits scheme available ranging from private medical insurance, holiday buying, cycle to work scheme and many more
• Onsite Staff Shop, Opticians, Gym, Costa, Canteen, Dry Cleaning and more.
• Boots Benevolent Fund - a registered charity that can offer support to eligible current and former colleagues in the UK, as well as their immediate relatives and dependants, at times of financial hardship

Diversity and inclusion is at the centre of everything we do.  We are an equal opportunity employer committed to a diverse and inclusive workforce. We offer a number of flexible working options to suit our colleagues’ needs including job share and part time working.  Our website shows examples of colleagues enjoying different working patterns.  If this interests you, please talk to us about it.

If you have any questions or queries regarding this vacancy please contact