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Swindon

    Work From Home Consultant - Swindon, United Kingdom - Nationwide

    Nationwide
    Nationwide Swindon, United Kingdom

    2 weeks ago

    Default job background
    Part time
    Description
    An exciting opportunity has become available within Capacity Planning and Performance.


    We are looking for the right person to join our Real Time & Planning Team, who support Nationwide's frontline operations; assisting and empowering them in their commitment to provide a legendary service to our customers.

    CPP is based across the country and sits within Retail and Mortgage Operations.

    We are responsible for supporting a wide and varied range of Nationwide's customer facing areas, including Home New Business, Home Service and Landlord New Business – to name a few.

    This role has a shift pattern of Monday to Friday 8-6 and Saturday 8-4. You will work on a rotational basis of around 1 in 5 weekends.

    At Nationwide we offer hybrid working wherever possible.

    More rewarding relationships are supported through our hybrid approach, bringing colleagues together across our UK wide estate, whilst also supporting generous access to home working.

    We value our time in the office to solve problems, to learn, and to feel connected.

    For this job you'll spend at least two days per week, or if part time you'll spend 40% of your working time, at one of our offices.

    You can also find out more about our approach to hybrid working here .
    Using workforce management tools to help the operations we support realise their full potential.

    Trend analysis of current and previous operational performance, making recommendations to the operation to help them maximise service levels.

    Working and consulting with key operational stakeholders to help them get the most out of their people

    Pay close attention to detail, with the ability to accurately track and monitor various contact centre metrics in real-time.

    Possess excellent analytical skills to effectively monitor and interpret data in real-time, identify trends, and make data-driven decisions.
    Be able to prioritise tasks and manage time effectively, working efficiently under pressure with multiple real-time monitoring responsibilities.
    Have a flexible approach to working hours and ability to quickly adapt to change.
    Good working knowledge of Microsoft office products, particularly Excel.
    A thorough understanding of workforce management technology and software, ideally Calabrio and QStory.
    An understanding of key contact centre metrics, such as average handle time (AHT), abandonment rate, and occupancy.
    Experience in Contact Centre planning or working within the operations we support.

    It's also about being clear, precise, and using language that we and, importantly, our customers and members can understand.

    Push for better - This is about aiming high and constantly looking for better in how we work together and serve our customers and members.

    A personal pension – if you put in 7% of your salary, we'll top up by a further 16%
    ~ Life assurance worth 8x your salary
    ~ A great selection of additional benefits through our salary sacrifice scheme
    ~ Access to an annual performance related bonus
    ~ Access to training to help you develop and progress your career
    ~25 days holiday, pro rata

    Nationwide is the world's largest building society. With over 15 million customers, we have a relationship with almost a quarter of the UK's population.

    As a building society, we're owned by our members – that's our customers who have their current account, mortgage or savings with us.

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