Customer Service Centre Network Management - Newcastle upon Tyne, United Kingdom - Rural Payments Agency

Rural Payments Agency
Rural Payments Agency
Verified Company
Newcastle upon Tyne, United Kingdom

3 weeks ago

Tom O´Connor

Posted by:

Tom O´Connor

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Description

Details:


Reference number:


Salary:

- £25,915 - £27,116
  • National £25,915 £27,116 / London £29,082 £30,402. For details of our pay on appointment policy, please see below under the heading 'Salary'.
  • A Civil Service Pension with an average employer contribution of 27%
    Job grade:
  • Executive Officer
    Contract type:
  • Permanent
    Business area:
  • RPA
  • Customer Operations
  • RPA
Customer Operations and RPA Assurance
Type of role:

  • Contact Centre
  • Planning
    Working pattern:
  • Flexible working, Fulltime, Job share, Parttime
    Number of jobs available:
  • 2Contents
Location

About the job


Benefits:

Things you need to know

Location

  • Bristol, Cambridge, Carlisle, Crewe, Exeter, Leeds, NewcastleuponTyne, Nottingham, Reading, Worcester, Workington, York, BridgewaterAbout the job

Job summary:


The Rural Payments Agency (RPA) is an executive agency of the UK Department for Environment, Food and Rural Affairs (Defra), delivering over £2 billion in payments to farmers, traders and landowners each year.


We are an Operational Delivery Profession organisation, with the majority of our people delivering day to day services to our customers and stakeholders.

We make excellent delivery happen, empowering agricultural and rural communities to create a better place to live.


We manage over 40 schemes, and also make payments on behalf of Natural England, to ensure we have a healthy rural economy, strong and sustainable rural communities, and to protect and enhance the natural environment.

Our vision is to create a great place for people living in this country. We have developed a set of four strategic objectives covering our policy outcomes and corporate objectives.

These objectives help us to deliver our ambitious vision to build our green and healthy future and provide a framework for all of the important work that we carry out.


Job description:


The posts are for Executive Officer roles within the Customer Service Centre (CSC) Network Management Team and the Resource & Delivery Planning Team, who undertake a diverse range of functions supporting the delivery of schemes and customer support offered by the RPA.

Network Management Team Leaders provide overarching support to the RPA's Customer Service Centre (CSC). They are responsible for planning, allocating & monitoring resources to meet customer contact demands across multiple channels.

Resource & Delivery Planning Team Leaders support Resource Planning across the Agency.

They are responsible for collating/producing data alongside providing analysis and Management Information reporting to support the Agency's planning and decision making.


The roles require attention to detail & working at pace to ensure optimum customer service and resource levels are maintained.

Successful applicants will need to be adaptable to changing priorities, with the ability to quickly react, re-plan and effectively support delivery of any activity across the team, working collaboratively with managers and peers across all areas of the business to escalate and mitigate risks that impact on performance.


Posts we currently have available;

  • Customer Service Centre (CSC)

Network Management Team post:
Based at Workington

  • Resource & Delivery Planning Team post: Based at any RPA office location
Further roles within this skills family may also become available in the future. These could be located at any of our offices. You are therefore invited to express a preference for any of the locations detailed above.


We intend to hold a reserve list for 12 months and we will recruit into future roles from this reserve list.


Person specification:


Customer Service Centre Network Management Team:

  • Provide effective workforce management for the CSC. Actively and consistently manage performance and attendance using departmental guidance and specialist systems
  • Provide support and coaching to colleagues ensuring that real time adherence to schedules is maintained
  • To monitor real time adherence using workforce management and telephony systems, ensure all required support is logged on, monitor agent activity and approach team leaders/individuals as necessary to ensure service levels are met, reallocating resources as appropriate to assist other areas of the business
  • To generate and maintain regular forecasts including any amendments to call volumes due to campaigns and planned activities
  • Generate weekly schedules for CSC agents. Manage resource requirements, highlighting any shortfalls to managers
  • Manage the CSC Leave Requests mailbox, ensuring a 12month rolling period is released as per set levels agreed by Senior Management
  • Ensure that the accuracy of the workforce management system is maintained ensuring any amendments or changes are updated, for example, changes to the queue's, Service Levels etc
  • Prioritise and manage daily workloads to ensure any additional tasks from CSC managers are actioned accord
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