Bradford City Centre
Heading: Resource Planning - Customer Services Advisor.
Location: Bradford City Centre
Closing date: 18/08/19
Role: Resource Planner/MI Reporter
Resource Planner/MI Reporter
Due to growing business needs, an exciting opportunity has become available for a Resource Planner/MI Reporter to join the Customer Service Centre in the Anchor Hanover Support Hub in Bradford City Centre.
This specific vacancy is to join our Resource Planning and MI team. It will particularly suit candidates who have experience of, or a thorough understanding of a Customer Services resourcing function. Have a flair with numbers and an eye for detail.
Contracted Hours: 37.5 hours per week
Contract Type: Permanent
Salary Information: Starting salary £19,806.00 increasing to £20,806.00 after probation
Location: Anchor Support Hub, 2 Godwin Street, Bradford, BD1 2ST
As part of a small team, you will provide resource planning and M.I reporting for a number of teams across the Customer Service Centre. The role requires the highest level of timely service delivery to internal customers.
Full and on-going training will be provided.
Responsibilities will include:
Resource planning through the Workforce management system.
Providing a high quality, resource scheduling and forecasting service.
Providing a wide range of MI reporting services to clients, Customer Services and the wider business.
Driving improvements by evaluating data and processes, identifying improvements and with support, implementing change.
Required Knowledge and Experience:
Resource planning using a Workforce management system.
Forecasting call volumes in a Customer Service Environment.
Numerate and literate, with working knowledge of MS Office applications, in particular Excel, Outlook and Word.
Experience of working to targets/KPIs and driving own personal development.
Competent in multi-tasking, prioritisation and forward planning and ability to manage competing demands.
Ability, enthusiasm and passion to deliver high quality customer service, working professionally and calmly under pressure.
A calm, sympathetic and decisive approach to a wide range of challenging situations.
Effective and accurate written and verbal communication skills with excellent attention to detail.
A "people person", able to build and maintain strong and effective relationships with internal and external stakeholders.
Flexible, able to work a variety of shifts between 8am & 5pm, resilient and adaptable to perform and deliver within an ever-changing environment.
Generous benefits include, contributory pension scheme, optional 25% discounted private health cover, Life Assurance, discounted retail and child care vouchers and the ability to buy and sell annual leave entitlement.
Hundreds of talented professionals with a range of specialist skills and experience based in our Bradford and London offices make up our Support Services. While we all do very different things, we work towards the same goal of improving the lives of the older people who live with us.
As England’s largest not-for-profit provider of care and housing for older people, we’re able to negotiate great deals and benefits for our people. Here are just a few of the things you’ll get when you work with Anchor.
Exclusive discounts on high-street shopping
20% off mobile phone contracts
Cashback on dental and medical expenses
25% off Private Healthcare