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.

Requirements

We’re looking for someone with experience in a support, service delivery, operations, systems administration or coordination role, who is comfortable working with systems, operational data and multiple priorities.

We recognise that candidates may have developed relevant experience through different career paths and welcome applications from those who can demonstrate many, though not necessarily all, of the skills and experience listed below:

• Experience using customer support or case management systems, such as Freshdesk or similar platforms.
• Strong organisational skills, with the ability to manage multiple tasks and priorities effectively.
• Good analytical skills and confidence working with operational data and reporting outputs.
• Experience maintaining process documentation, guidance or standard operating procedures.
• Strong attention to detail and a practical approach to problem solving.
• The ability to work independently while recognising when an issue or decision should be escalated.
• Clear and accurate written and verbal communication skills, including the ability to communicate sensitively and professionally with members of the public and colleagues.
• An understanding of the importance of confidentiality when handling information.
• Confidence using Microsoft Word, Outlook, Excel and PowerPoint.
• The ability to collate straightforward datasets and present information clearly and logically.

It would also be helpful if you have experience in one or more of the following areas:

• Administering Freshdesk or a similar support platform.
• Producing dashboards, reports or operational insight summaries.
• Supporting system testing, user acceptance testing or implementation activity.
• Supporting process improvement, automation or workflow changes.
• Maintaining knowledge bases or operational guidance.
• Working within healthcare, research, charity or another regulated environment.
• Using AI-enabled support tools, workflow automation or digital service platforms.

Hiring Process

We feel hiring should be transparent and give you a real sense for what Our Future Health is like. Here's what you can expect from our remote process:

• Initial chat with our Talent team (30 min) to get to know each other, discuss the role, and answer any questions you have.
• Competency based interview with a small cross-functional panel with your potential new manager and some of your stakeholders (60 min). It is designed to get a sense of how you collaborate and with stakeholders, and how you'd approach the real-world responsibilities of this role.

Benefits

• From £35,000 per annum basic salary.
• Generous Pension Scheme - We invest in your future with employer contributions of up to 12%.
• 30 Days Holiday + Bank Holidays - Enjoy a generous holiday allowance with the flexibility to take bank holidays when it suits you.
• Enhanced Parental Leave - Supporting you during life's biggest moments.
• Cycle to Work Scheme - Save 25-39% on a new bike and accessories through salary sacrifice.
• Home & Tech Savings - Get up to 8% off on IKEA and Currys products, spreading the cost over 12 months through salary sacrifice.
• £1,000 Employee Referral Bonus - Know someone amazing? Get rewarded for bringing them on board!
• Wellbeing Support - Access to Mental Health First Aiders, plus 24/7 online GP services and an Employee Assistance Programme for you and your family.
• A Great Place to Work - We have a lovely Central London office in Holborn, and offer flexible and remote working arrangements.

Join us - let's prevent disease together.

Closing date: 30 November 2026 at 5:00pm

At Our Future Health, we recognise the importance of having a diverse workforce and ensuring that all candidates, regardless of their background, have equitable access to our application process. We proactively encourage applicants who identify as having a disability, neurodiversity, or long-term health conditions to let us know if they require any reasonable adjustments as part of their application process.

If you do require any reasonable adjustments, please email us at [email protected].