Operations Analyst
Box Recruitment Group
Box Recruitment Solutions is recruiting on behalf of an award-winning telecommunications company that provides innovative connectivity, mobile, broadband, and communications solutions to both B2B and B2C customers.
As the business continues to grow, an exciting opportunity has arisen for an Operations Analyst to join the Operations team. This role will be instrumental in helping the business scale by improving internal systems, streamlining workflows, reducing manual processes, and supporting automation initiatives across multiple departments.
Working closely with the Head of Operations, you will analyse existing systems, processes, and workflows to identify opportunities for improvement and efficiency. The business operates a variety of platforms including CRM systems, ticketing systems, telecoms management software, and operational tools that support customer onboarding, order processing, service delivery, and ongoing support.
As Operations Analyst, you will act as a bridge between operational teams and technical providers, ensuring business requirements are translated into practical technical solutions. You will work across the entire customer journey, from retail and business sales through to provisioning, support, and service delivery, helping to create scalable processes that support continued growth.
Key Responsibilities
- Analyse existing business processes and operational workflows across multiple departments
- Identify inefficiencies, bottlenecks, and opportunities to improve productivity and service delivery
- Map, document, and optimise operational processes
- Gather and translate business requirements into clear technical specifications
- Work closely with developers, software providers, and external IT partners to deliver solutions
- Support system integrations, API connectivity, and automation projects
- Review how systems interact and recommend improvements to increase efficiency and accuracy
- Help reduce manual processes through automation and workflow enhancements
- Monitor operational performance and identify opportunities to improve SLAs and turnaround times
- Create and maintain Standard Operating Procedures (SOPs), user guides, and process documentation
- Support the implementation of new systems, technologies, and operational tools
- Maintain records relating to software licences, platforms, and technical documentation
- Coordinate operational improvement projects and ensure actions are delivered successfully
- Ideally 3 years' experience in an Operations Analyst, Business Analyst, Systems Analyst, Process Improvement, or similar role
- Strong analytical and problem-solving skills with a process improvement mindset
- Experience analysing and improving operational workflows and business processes
- Strong understanding of software platforms, business systems, and operational technologies
- Experience working with APIs, databases, and system integrations
- Knowledge of automation tools, workflow optimisation, and low-code/no-code solutions
- Scripting or coding experience, ideally JavaScript or similar technologies
- Proven ability to gather, document, and communicate business and technical requirements
- Experience liaising with developers, software providers, and technical teams
- Ability to communicate technical concepts clearly to non-technical stakeholders
- Experience creating SOPs, process documentation, and user guides
- Excellent organisational, communication, and project coordination skills
- Telecoms industry experience or similar is essential
Employee Benefits
- Competitive salary with annual KPI-based incentives
- Healthcare plans
- Work from home Friday
- Discounted hardware, mobile, and broadband services
- Income Protection
- Life Assurance
- Holiday Advantage Schemes
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