Business Unit: Customer Experience Salary Range: £24,000 - £36,000 per annum DOE red hot benefits Location: UK Hybrid - (Glasgow or Newcastle) Live for progression with more 'pop'. Live a life more Virgin. Our Team Our purpose is to provide support services across all of Customer Services and Customer Operations, across multi channels, both inhouse and with outsourced partners. We are responsible for ensuring colleagues work to the plan, & are scheduled in line with customer demand, working time regulation & in line with VM principles. We are accountable for managing performance on the day and within a 2-week outlook. We ensure colleagues have adequate development\coaching\team time built into schedules and we optimise performance on a daily basis, ensuring on the day absence is factored into the plan. We provide on the day insight into performance and providing outlook for the day ahead based trends on day so far. We empower colleagues by allowing them to self-serve for annual leave, overtime & training where possible. Empowered & happy colleagues provide enhanced customer service. What you'll be doing Engaging with stakeholders to build strong working relationships. Participating in improvement initiatives that contribute to the on-going development of business decisions. Supporting the team in maintaining performance. Real time monitoring of contacts and workload to ensure customer expectations and performance metrics maintained. Planning and managing resources to effectively meet the needs of the business and customer demand. Ensuring scheduling of colleagues supports ALMV. Ensuring resource plans are optimised daily & intraday where required. Reforecasting where required to ensure plans are adjusted to maximise efficiency. Delivering real time and intraday reporting & recommendations to operational management team. Scheduling all offline activity i.e. coaching sessions, 121s, team meetings. Approving holiday & time off requests. Providing an outlook for day ahead at daily performance meetings with operational team, ensuring approach is cascaded. We need you to have Ability to analyse data and identify trends, advanced user of MS Excel. Experience of working to meet KPIs and service level objectives, understanding how these work together. Drive and ability to work well under pressure. Experienced in verbal and written communication to convey updates and insights used to inform business decisions Ability to think quickly and make & execute decisions under pressure. Familiarity with workforce management methodologies & software and data analysis tools. Ability to prioritise tasks and manage time effectively. Red Hot Rewards Generous holidays - 38.5 days annual leave (including bank holidays and prorated if part-time) plus the option to buy more. Up to five extra paid well-being days per year. 20 weeks paid, gender-neutral family leave (52 weeks in total) for expectant parents and those looking to adopt. Market-leading pension. Free private medical cover, income protection and life assurance. Flexible benefits include Cycle to Work, wellness and health assessments, and critical illness. And there's no waiting around, you'll enjoy these benefits from day one. Feeling insatiably curious about this role? If we're lucky to receive a lot of interest, we may close the advert early and would hate you to miss out. We're all about helping you Live a Life More Virgin, so happy to talk flexible working with you. Say hello to Virgin Money We're making great strides towards achieving our ambition of becoming the UK's best digital bank. As a full-service digital bank with a heritage stretching back over 180 years, we're a workforce to be reckoned with, and we're putting the full power of our experience behind disruptive ideas that reinvent the role a bank plays in people's lives. We're customer-obsessed and work tirelessly to deliver on our purpose, 'Making You Happier About Money.' This means we're able to do banking differently, and by innovating and working together we can make a real difference by creating memorable moments and red-hot experiences for our millions of customers. Join us and Live a Life More Virgin that empowers you with choice and flexibility in how you work. Be yourself at Virgin Money Our purpose is to make people happier about money, this means seeing and feeling the world as our customers do by creating a workforce that reflects the rich diversity of our customers and communities. We're committed to creating an inclusive culture where colleagues feel safe and inspired to contribute, speak up and be heard. As a Disability Confident Leader, we're committed to removing any obstacles to inclusion. If you need any reasonable adjustments or support making your application, contact our Talent Acquisition team careersvirginmoney.com It's important to note that there may be occasions where it's not possible to interview all candidates declaring a disability who meet the essential criteria for the job. In certain recruitment situations such as receiving a high-volume of applications, we may need to limit the overall numbers of interviews offered to both disabled and non-disabled applicants. Now the legal bit Living A Life More Virgin allows our colleagues to be based anywhere in the UK (if the role allows it), but we'll need you to confirm you have the right to work in the UK. If you're successful in securing a role with us, there are some checks you need to complete before starting. These include credit and criminal record checks and three years' worth of satisfactory references. If the role is part of the Senior Manager Regime and Certification Regime, it requires enhanced pre-employment checks - we'll ask for six years of regulatory references, and once in the role, you'll be subject to periodic employment checks. Advertised: 06 Dec 2024 GMT Standard Time Applications close: 20 Dec 2024 GMT Standard Time