{"id":4275318,"url":"https://alion.io/job/our-future-health-study-support-systems-and-operations-coordinator","title":"Study Support Systems and Operations Coordinator","company":{"id":3701,"name":"Our Future Health","domain":"ourfuturehealth.org.uk","url":"https://alion.io/company/our-future-health","size_band":"201-500","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workable","truth_index":{"grade":"A","score":85,"open_postings":5,"ghost_share":0,"stale_share":0.8,"repost_share":0,"time_to_fill_p50_days":15,"computed_at":"2026-11-12T10:38:37Z"}},"role":"Administrative","role_family":"Administrative","seniority":null,"employment_type":null,"work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"board_field","remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["London, United Kingdom"],"countries":["GB"],"hiring_countries":["GB"],"hiring_countries_total":1,"salary":{"min":35000,"max":null,"currency":"GBP","period":"year","gross":null,"usd_annual":46223},"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Freshdesk","optional":false},{"name":"Outlook","optional":false}],"status":"live","first_seen_at":"2026-11-13T18:48:40Z","employer_posted_date":"2026-11-13","last_verified_at":"2026-11-13T18:48:40Z","board_verified":true,"closed_at":null,"days_open":0,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":0},"description":"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.\nWe 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.\nWorking 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.\nDespite 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.\nOur 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.\nWhat you’ll be doing\nIn 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:\nActing as a primary administrator for Study Support systems (FreshDesk) and case management platforms, including user access, permissions, workflows, automations, routing, queues and system configuration.\nBeing a first point of contact for routine systems issues and configuration requests, escalating more complex issues when needed.\nSupporting the testing and implementation of system changes, automations and new functionality.\nHelping to create operational reports, dashboards and performance insights to support decision-making and continuous improvement.\nMonitoring agreed service metrics and identifying trends, anomalies or emerging operational issues.\nSupporting data quality and reporting accuracy across Study Support systems.\nMaintaining operational documentation, standard operating procedures, knowledge base content and key process records.\nCoordinating testing, implementation and rollout activities for agreed service improvements.\nGathering and documenting feedback from advisors and system users to support improvement work.\nCoordinating training and adoption activities for new tools, workflows and processes.\nIdentifying practical opportunities to improve routine operational processes and escalating wider opportunities for consideration.\nSupporting the onboarding and training of new team members on Study Support systems and processes.\nProviding wider operational support during busy periods, including assisting with ticket handling and telephony activity where required.\nRequirements\nWe’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.\nWe 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:\nExperience using customer support or case management systems, such as Freshdesk or similar platforms.\nStrong organisational skills, with the ability to manage multiple tasks and priorities effectively.\nGood analytical skills and confidence working with operational data and reporting outputs.\nExperience maintaining process documentation, guidance or standard operating procedures.\nStrong attention to detail and a practical approach to problem solving.\nThe ability to work independently while recognising when an issue or decision should be escalated.\nClear and accurate written and verbal communication skills, including the ability to communicate sensitively and professionally with members of the public and colleagues.\nAn understanding of the importance of confidentiality when handling information.\nConfidence using Microsoft Word, Outlook, Excel and PowerPoint.\nThe ability to collate straightforward datasets and present information clearly and logically.\nIt would also be helpful if you have experience in one or more of the following areas:\nAdministering Freshdesk or a similar support platform.\nProducing dashboards, reports or operational insight summaries.\nSupporting system testing, user acceptance testing or implementation activity.\nSupporting process improvement, automation or workflow changes.\nMaintaining knowledge bases or operational guidance.\nWorking within healthcare, research, charity or another regulated environment.\nUsing AI-enabled support tools, workflow automation or digital service platforms.\nHiring Process\nWe 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:\nInitial chat with our Talent team (30 min) to get to know each other, discuss the role, and answer any questions you have.\nCompetency 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.\nBenefits\nFrom £35,000 per annum basic salary.\nGenerous Pension Scheme - We invest in your future with employer contributions of up to 12%.\n30 Days Holiday + Bank Holidays - Enjoy a generous holiday allowance with the flexibility to take bank holidays when it suits you.\nEnhanced Parental Leave - Supporting you during life's biggest moments.\nCycle to Work Scheme - Save 25-39% on a new bike and accessories through salary sacrifice.\nHome & Tech Savings - Get up to 8% off on IKEA and Currys products, spreading the cost over 12 months through salary sacrifice.\n£1,000 Employee Referral Bonus - Know someone amazing? Get rewarded for bringing them on board!\nWellbeing Support - Access to Mental Health First Aiders, plus 24/7 online GP services and an Employee Assistance Programme for you and your family.\nA Great Place to Work - We have a lovely Central London office in Holborn, and offer flexible and remote working arrangements.\nJoin us - let's prevent disease together.\nClosing date: 30 November 2026 at 5:00pm\nAt 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.\nIf you do require any reasonable adjustments, please email us at .","description_format":"text","description_chars":7670,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Parental leave"],"hiring_locations":[{"name":"United Kingdom","iso":"GB","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Research Institutes","Public Health & Prevention"],"lifecycle":[{"event":"open","at":"2026-11-13T18:48:40Z"}],"visa":[],"liveness":{"score":86,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.86,"p_room":1,"age_days":0,"expected_fill_days":16,"reasons":["conf:1","win:early"],"computed_at":"2026-11-13T20:33:26Z"},"pay":{"stated_usd_annual":46223,"is_top_pay":false},"html_url":"https://alion.io/job/our-future-health-study-support-systems-and-operations-coordinator","json_url":"https://alion.io/job/our-future-health-study-support-systems-and-operations-coordinator.json","meta":{"generated_at":"2026-11-13T20:33:26Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":40968,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-14T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.1,"usd":0.01,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":3701},"rest":"https://alion.io/mcp/rest/get_company?id=3701"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Four-future-health-study-support-systems-and-operations-coordinator"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"free","price":{"credits":0,"usd":0},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Four-future-health-study-support-systems-and-operations-coordinator"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.1,"usd":0.01},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Four-future-health-study-support-systems-and-operations-coordinator"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/our-future-health-study-support-systems-and-operations-coordinator\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Four-future-health-study-support-systems-and-operations-coordinator"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":4275318}},{"tool":"search_jobs","arguments":{"company":"ourfuturehealth.org.uk","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":4275318},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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