Resource Planner (Customer Contact Team)
- Recruiter
- Curo
- Location
- Bath
- Salary
- £28,250 per annum
- Posted
- 22 Oct 2019
- Closes
- 01 Nov 2019
- Ref
- NTXUB476892
- Sectors
- Customer Service & Call Centre
- Contract Type
- Permanent
- Hours
- Full Time
Resource Planner (Customer Contact Team)
Bath
£28,250 per annum
Full time - 37 hours per week
Permanent
Do you have an excellent eye for detail and the ability to analyse and use data to ensure we are providing an excellent standard of service to customers across a multi-functioning contact team?
Are you organized and able to make decisions quickly and under pressure?
Are you able to produce reports using data from multiple data sources on a daily, monthly and ad hoc basis?
Are you able to build successful relationships with colleagues at all levels?
Are you able to demonstrate an understanding of forecasting demand, planning and resourcing?
If your answer to these questions is yes, we have an exciting new job opportunity that could be for you.
Background
At Curo we are about providing people with homes and much more. We are one of the largest landlords in the South West and ranked in the top 50 of The Sunday Times Top 100 Best Not-for-Profit Organisations to work for in the whole of the UK. We care about our colleagues and this is evident in their sense of pride and the tireless work they do to support our customers.
With around 13,000 properties in the south west, the majority in Bath, we are about much more than just somewhere to live. Our experience extends to supporting vulnerable people with thoughtful and effective additional services and improving our homes and estates, as well as building new places for people to live.
What you'll be doing
You’ll be planning resources, ensuring that the Contact Team have sufficient people at each point in the day to manage workload across each communication channel (phones, email, livechat etc).
You will be key in the implementation and management of the new resource management and forecasting tool (Injixo), ensuring that changes are made real time depending on availability and skills and covering any planned or unplanned absence such as holidays or sickness.
You will work closely with the management team, the database coordinator and the Performance and Insight team to ensure you have all the relevant information needed to manage all channels effectively to achieve departmental KPIs.
You’ll be analysing data and creating reports as needed, flagging any risks to service to the management team.
On a day to day basis you will be responsible for ensuring the effective running of floor, delegating this task where needed. You will need to be confident in addressing any behavioural issues directly with colleagues as and when the need arises.
More about you
You’ll be able to demonstrate a commitment to providing an excellent service for customers as well as being able to demonstrate strong IT skills to work with in-house systems. In addition to this, you will be able to demonstrate the ability to work on your own initiative, be organised and methodical about managing their time effectively in order to prioritise a varied workload.
At the same time you will demonstrate resilience and the desire to work in an interesting environment where no day is ever the same!
You will need to be confident challenging colleagues if needed, adopting a positive approach to any development areas you identify and quickly flagging these issues to the Team Leaders.
When and where you'll be doing it
You will be able to work flexibly, Monday to Friday, based on business need.
You’ll be based in Bath.
Here at Curo we are about getting the right candidate for the right role, however we recognise that as an organisation we are underrepresented in certain areas. Therefore we operate the disability confident scheme to encourage disabled applicants and we welcome applications from candidates who are BAME or LGBTQ+. We also welcome applications from Curo customers.