Operational Delivery Support - Internal Only

In this varied and collaborative role, you'll:
Support the delivery of key operational initiatives and improvements across multiple areas of the business
Maintain delivery plans, action logs, trackers, and timelines to ensure progress is visible and well managed
Proactively chase actions, update progress, and highlight risks or blockers to delivery leads and Team Managers
Coordinate meetings, capture notes, track actions, and follow up to maintain delivery momentum
Work closely with Team Managers and frontline teams to support delivery activity within their areas
Engage directly with customers and operational teams to understand customer impact and operational effectiveness
Ensure customer experience and practical operational considerations are reflected in delivery decisions
Act as a central point of coordination across teams, helping align actions, dependencies, and communication
Maintain accurate and up-to-date documentation and prepare clear progress updates for stakeholders
Support change and implementation activity, including communications, training coordination, and readiness checks
Assist with updating processes, SOPs, and guidance following delivery activity
Contribute to post-implementation reviews to capture learning and improvement opportunities
YOUR DAY TO DAY WILL INCLUDE
Supporting delivery activity across Operations, Customer Contact Centre, Sales, Partnerships, and ARC
Tracking actions, timelines, and dependencies across multiple initiatives
Engaging with frontline teams and customers to stay close to operational reality
Preparing updates and documentation for operational leaders and stakeholders
Supporting change activity and implementation readiness
Undertaking regular customer contact activity to remain grounded in customer experience
Collaborating across teams to ensure delivery work progresses smoothly

You're highly organised, delivery-focused, and comfortable working across multiple priorities. You enjoy supporting operational activity, keeping things on track, and proactively following up actions to maintain momentum. Calm under pressure and detail-oriented, you're confident communicating with stakeholders at all levels and building effective working relationships-without needing line management authority.
You have strong operational awareness and enjoy engaging directly with frontline teams and customers to understand real-world challenges and customer impact. You're pragmatic, solutions-oriented, and comfortable working with ambiguity as priorities evolve. Keen to learn and develop, you thrive in a supportive environment where collaboration and continuous improvement are valued.
Experience in contact centre, care, service, or regulated environments is a bonus, as is exposure to change delivery or process improvement-but most importantly, you bring a proactive mindset and a willingness to get involved.

Be the link that keeps things moving. Support delivery. Strengthen operations.
Are you organised, proactive, and passionate about making things happen behind the scenes? Join us as an Operational Delivery Support, where you'll play a vital role in supporting key operational initiatives across the organisation. Working closely with operational leaders, Team Managers, and frontline teams, you'll help ensure activity is well-coordinated, tracked, and delivered-while keeping customer experience at the heart of everything we do.
Hours: 37.5 hours per week
Shift pattern: Working 5 days a week, between 8am-8pm Monday to Sunday, but largely core hours 9am-5:30pm Monday to Friday
Salary: £24,979.50 per annum plus PRP up to £150 per month
Location: Hybrid - Norwich
Start Date: TBC
Please note that this role is subject to pre-employment screening, including basic DBS checks and two years of referencing. All screening must be completed prior to your start date, which may result in the start date being adjusted if required.
Appello Perks
233 hours holiday rising to 248 with length of service (This includes bank holidays that you will work if rota'd)
We offer you discounts on everything from groceries and shopping through to holidays, insurance, days out, restaurants and more
24/7 employee assistance programme with an easily accessible app!
Family and friends' discounts on our services & products
Pension Scheme, up to 3% employers contribution
Cycle to work Scheme
Smart tech benefit
Free on-site parking