Job Advert
PURPOSE OF THE ROLE
The purpose of the role is to help ensure that Bruce’s is delivering a superb, ever-improving customer experience, using tech for
customers and colleagues as the main driver to achieve this.
This role is people focussed, as much as tech. Working with new and existing colleagues to ensure smooth, competent CX and tech
and you will be working three days a week with the annual salary of £32,000 being prorated.
KEY AREAS OF THE ROLE
People, Training, Troubleshooting
1. Assisting with onboarding and training of new colleagues. But also helping build this in a scalable way, in collaboration with
the people team, that ensures this is happening at centre /ops level.
2. Being the “Help desk” person for software and app questions that can’t be answered by Customer Care Support Group (CCSG).
3. Building a FAQ guide that reduces reliance on CX lead and CCSG, so that users can “selfserve”
4. Lead person on Phones admin (phone user/flow admin, troubleshooting). Working with People team to ensure this can happen at
centre level.
5. Internal liaison with Bruce’s support office function teams (eg marketing, finance) to ensure CX and tech delivering in their
areas, in a prioritised way against road map
6. Being the Single point of contact for Bitcube (funnelling comms into Bitcube, in a prioritised way that doesn’t distract or
diminish from developer time)
7. Onboarding and training teams for new functionality, winning hearts and minds in the process
Tech
8. Testing of new software or app releases. Working with different members of CC Support Group to test.
9. Triaging and prioritising bugs that can’t be solved by CC Support Group.
10. Crowdsourcing from colleagues wishlist and areas we can improve the CX and tech
11. Working in conjunction with Bruce for specification of new work, management and planning of Tech Road map
BACKGROUND
Bruce’s has our own software and apps for our team and customers. We work with a company called Bitcube, based in South Africa,
and our project has 3 full time developers working on it.
This is a significant annual investment for Bruce’s so it is very important that we spend this investment wisely, and get good
value for money for the work. Doing this requires efficient management, communication and prioritisation by Bruce’s, and a
coordinated approach between all the different teams and centres at Bruce’s.
The role will change over time, as the business and tech develops and grows. This job description gives a starting framework for
the role.
The role is a hybrid with some working from home and some working on site. Regularly visiting all of the Bruce’s sites in person
is required and hugely valuable to the teams. As a general rule, 1-2 sites should be visited each week.
VALUES
Our purpose at Bruce’s is to unleash happiness and enrich the lives of more dogs and their familiesand we achieve this through our
values P.A.W.S (Pawsitivity, All fur one, Wag for it and Sniff out the new stuff). We believe that Paw-sitivity rocks! When it
comes to our team, our dogs and our customers we’re caring and All fur one. We work hard, are passionate and Wag for it because we
love what we do. And, like our doggy friends, we’re forever curious to Sniff out new stuff.Our values help guide how we behave,
remind us what’s important to ourselves, to dogs and their families and what fires us up as a pack.
About You
● Able to see the bigger picture. With a great sense of prioritisation against this
● Great communication
● Critical thinking, logical. Structured.
● Strong attention to detail
● Meticulous, patient
● Curious, open to learning new things
● Excellent organisation and time management
● Good communication skills
● Excellent computer skills
● Understanding of basic software
● To be able to learn, adapt and grow along with the software
● Conscientiousness
● Good time management
● Work indpenedently