Franchise Service Delivery Analyst

£26,000 - £31,000 plus benefits (Work Level 6B) 

Secondment until 31^st December 2024 

Manchester city centre, hybrid 

We’re looking for a Franchise Service Delivery Analyst to join us and help us a help continue to grow our franchise offering within our food strategy. In this role you’ll work in a hybrid way, splitting your time between home and the office at least twice a week. You can find out more about our hybrid working policy at colleagues.coop.co.uk/hybrid-working-policy

In this role, you'll provide day to day support for the Franchise Service Delivery Lead, who is responsible for the performance and achievement of service level agreements from Co-op service providers. We'll look to you to drive compliance, consistency, and quality, whilst striving for the best possible Franchisee experience. You'll use SAP, MicroStrategy and CTS to support you in analysing weekly Franchise inbound service calls, review data and implement changes where necessary to improve Franchisee experience. If you have the strong organisational skills we need, we can offer you the opportunity to grow your career in a business that puts people at the heart of its strategy.

What you’ll do

• Review OSS call data with a result orientated approach
• Manage and respond to queries surrounding Franchise service across Supply Chain, Logistics, Commercial, Marketing, Data & IT
• Own the Service Delivery action and efficiency log jointly monitor performance to identify trends, risks and development opportunities
• Cascade service challenges and improvements internally to the Franchise team (Ops & NAM) and externally to Franchisees (Shops & Partners)
• Project manage end to end for service improvement initiatives
• Build and maintain great working relationships across key areas of the business, field-based colleagues, and key partner contacts
• Participate in weekly Franchise Operations and Supply Chain calls, and where required Account calls
• Provide cover for the analysts Pool to make sure there is timely delivery of Franchise communications and organise and create supporting material for our Account management pricing 

This role would suit people who have

• Strong organisation and prioritisation skills, with good attention to detail and continually seeking ways of improvements 
• The ability to challenge within a team or area to improve performance, along with the ability to communicate with peers and senior management
• The ability to use data to conduct analysis to identify trends and opportunities and implement changes where necessary 
• A resilient attitude to problem solving 
• Strong IT skills, with proficient use of PowerPoint and Excel (VLOOKUP, Pivot Tables, Formulas and Functions, Macros) 

Why Co-op? 

If you have the skills that we need, we can offer you a competitive salary and great benefits package which includes 30% off Co-op branded products in our food stores (as well as other discounts on Co-op products and services).

• An annual bonus (based on personal and business performance)
• 28 days holiday (rising to 32 with service) plus bank holidays 
• A pension with up to 10% employer contributions
• Access to a subsidised onsite gym (at our Manchester HQ)
• Coaching and training to support your career development
• Wagestream app – giving you access to a percentage of your pay as you earn
• YuLife app – rewarding you for exercising with discounts and vouchers for your favourite brands

At Co-op, we’re proud to do things a different way. As one of the world’s largest co-operatives, owned by millions of members, community is at the heart of what we do. Since our Co-op was founded in 1844, we’ve had a clear social purpose, and everything we do as a business helps to build a fairer world for our members, customers, colleagues, and communities. 

Building a diverse environment

We’re actively building diverse teams and we welcome applications from everyone. If you have a disability, we can make reasonable adjustments to our recruitment process according to your needs. We're also part of the Disability Confident scheme, meaning we'll always offer an interview to disabled candidates who apply through the scheme if they meet the minimum criteria for a job.

We'll ask whether you’d like to be considered under the Disability Confident scheme when you apply.

If we invite you to take part in the recruitment process for any of our jobs, we’ll ask you if you need any reasonable adjustments to enable you to participate.

You can find out more about our recruitment process at jobs.coop.co.uk/apply-process

You can find out more about the Disability Confident scheme and all our commitments to diversity and inclusion at colleagues.coop.co.uk/diversity-inclusion-and-wellbeing

Please note that we may close applications for this role early.