Resource Planning - Liverpool, United Kingdom - Cashplus

Cashplus

Verified Company

Liverpool, United Kingdom

2 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Who we are

Cashplus is a leading UK challenger bank for small businesses. We offer faster, smarter, simpler current accounts for the entrepreneurs, independent businesses and consumers that power the UK economy, yet are too often overlooked by high street banks. Since 2005, we've created easier ways for more than 1.6m customers to pay, bank and borrow through our userfriendly digital platform. We understand what our customers need time and money to run their businesses and live their lives and our secure, innovative products are designed to help, where others can't or won't. A true fintech pioneer, we are a fastgrowing and credible UK challenger bank.

Our Values & Behaviours

Cashplus puts the fair treatment of customers at the heart of our business model

Our business goals are:

1. Becoming a bank that customers love
2. Developing brilliant, sustainable products
3. Earning an outstanding reputation

Cashplus values are:

We innovate with purpose
We are upfront
We do it right
We are all in

Individual Conduct rules:

You must act with integrity
You must act with due skill, care and diligence
You must be open and cooperative with the FCA, the PRA and other regulators.
You must pay due regard to the interests of customers and treat them fairly.
You must observe proper standards of market conduct
Act to deliver good outcomes for retail customers

The Role Is

Due to growth within the business, we are delighted to be recruiting for a new Resource Planning & Workforce Management Specialist on a permanent & full time hybrid working basis from our offices at the impressive Spine building in Paddington Village, Liverpool.

The Resource Planning & Workforce Management Specialist will be tasked with ensuring the right resources are available to meet customer demand whilst also enabling the proactive operational management of service levels within the respective areas.

The Resource Planning & Workforce Management Specialist will also work with Operational and Corporate teams to produce and refine forecasts, ensuring SLAs are met and the appropriate level of operational resource is available to meet the customer demand.

This Resource Planning & Workforce Management Specialist job will provide a great opportunity for someone to progress their career with an award winning business going through a significant and sustained period of commercial growth.

**Key Accountabilities Include

Produce accurate resourcing forecasts, accounting for trends and seasonality in contact rates.
Collaborate with Product, Marketing and finance teams to enhance forecasts and identify potential impacts to operational resourcing that is driven by these teams.
Overall responsibility for determining the Operations resource capacity needed to meet incoming demand volumes.
Daily monitoring to assess and review efficiency of staff and associated results.
Setup frameworks and dashboards to enable Heads of Department to effectively use the data analysis to better run their teams.
Develop existing planning processes to ensure that outputs are optimised
Understands how the business operates and is able to plan future capacity requirements, supporting Head of Transformation with budget forecasts.
Develop a suite of standard customer care reporting in conjunction with business intelligence analysts to drive improvements within customer care and the wider business

**You'll Need To Have

Established experience using a Workforce Management system within a customer care environment
Experience of working on a scheduling system implementation project is highly desirable, but not essential
Proven experience of producing accurate workload forecasting models using statistical techniques
Highly analytical and proficient with advanced Excel, data analysis and Microsoft reporting tools
Proven track record of creating strong relationships with customer care operations and support teams, finance managers and business intelligence analysts
Ability to work proactively, independently and with a strong attention to detail/ accuracy
Competency within data analysis

In return you'll enjoy

Competitive basic salary
7.5% of salary in cash allowing you the flexibility to decide your own benefits (or simply take the cash)
26 days' holiday increasing each year of service to 33 days
Ability to buy and sell a further 5 days holiday each year
4 x Life Assurance
Pension salary sacrifice
Family friendly policies
Regular social activities and team events
Charity Volunteering Day
Free drinks and snacks in the office
Cashplus is an equal opportunity employer. Individuals seeking employment are considered without regard to race, religion, national origin, age, sex, gender, gender identity, gender expression, sexual orientation, marital status, medical condition, ancestry, physical or mental disability, military or veteran status, or any other characteristic protected b