Location: Leeds
Salary: £45,000 - £50,000
About us
At Arbor, we’re on a mission to transform the way schools work for the better. We believe that there’s a better way to work, and it starts by giving everyone the right tools and technology for the job.
We’re building a platform and products we believe in, as well as a strong, diverse team of experienced specialists, ex-teachers, and Edtech engineers passionate about making a difference to the sector.
About the role
The Arbor Customer Team has scaled quickly over the last 5 years, growing from a small team of 20 FTE in Leeds to over 130 FTE supporting multiple products across multiple sites. To support our continued growth, we are looking for an experienced Resource Planner who can help us scale efficiently.
We are looking for a diligent and enthusiastic Resource Planner to join our Customer Success team and help us manage resources while ensuring we continue to scale sustainably. The remit and focus of the role is to model resource requirements, design optimal shift patterns and schedules, as well as produce commentary on the performance of our plans.
Core responsibilities
* Model short, medium, and long-term resource requirements for the customer team based on historic operational data and sales forecasts.
* Support Team Leaders with intraday planning in the contact centre, ensuring they have an accurate model to benchmark against.
* Design optimal shift patterns and schedules for the contact centre.
* Overall responsibility for capacity plans, FTE plans, and productivity analysis.
* Provide clear and realistic productivity targets for the customer teams to ensure we hit budgets while maintaining a high level of customer satisfaction.
* Produce daily, weekly, and monthly commentary on the performance of resource plans.
* Proactively raise any risks associated with meeting budgets or customer SLAs based on your resource plan.
* On behalf of the Customer Team, provide appropriate inputs to manage the annualised and termly budget process.
* Sync with sales pipeline planning through weekly and monthly review.
About you
We’re looking for an experienced Resource Planner, who will play a pivotal role in the growth of our Customer Success function. Beyond that, we’d love to see:
* Experience of working in a Planning Team, ideally within a multi-product, multi-channel contact centre.
* Well versed in the provision and design of commercially aware resource models.
* Ability to challenge and question trends to address issues and identify opportunities for financial growth.
* A high level of accuracy and attention to detail.
* Strong analytical, communication, management, and organisational skills.
* Highly advanced Excel skills.
What we offer
* A chance to work alongside a team of hard-working, passionate people where you’ll see the impact of your work every day.
* 32 days holiday (plus Bank Holidays), made up of 25 days annual leave plus 7 extra company-wide days given over Easter, Summer, and Christmas.
* Enhanced maternity and adoption leave (20 weeks full pay) and paternity (6 weeks full pay) pay.
* 5 free return to work maternity coaching sessions.
* Private Dental Insurance.
* Access to services such as Calm, Bippit (financial wellbeing coaching), and Health Assured (Employee assistance programme).
* Flexible working arrangements.
* Social committees that plan team, office, and company-wide events.
* Dedicated professional development training budget.
* Volunteer with a charity of your choice for a day each year.
* Dog-friendly offices!
Interview process
1. Phone screen
2. 1st stage
3. 2nd stage
We are committed to a fair and comfortable recruitment process. If you require any reasonable adjustments during your application or interview process, please reach out to a member of the team at careers@arbor-education.com.
Arbor Education is an equal opportunities organisation.
Our goal is for Arbor to be a workplace that represents, celebrates, and supports people from all backgrounds. We support and promote diversity and equality and actively encourage applications from people of all backgrounds.
Refer a friend: Know someone else who would be good for this role? You can refer a friend, family member, or colleague. If they are offered a role with Arbor, we will say thank you with a voucher valued up to £200! Simply email: careers@arbor-education.com
Please note: We are unable to provide visa sponsorship at this time.
#J-18808-Ljbffr