Resource Planning Manager - Contact Centre

Ealing, London (Greater)
Up to £33,697
06 Aug 2019
26 Aug 2019
Full Time
Organisation Type
Housing association / RP

We’re looking for a customer-focused individual with energy, experience and a strong sense of purpose to join us as a Resource Planning Manager- Contact Centre.

The UK has a housing problem. This affects every one of us, because housing is the foundation of the society we live in. Catalyst is part of the solution. You could be too.

One of the UK’s leading housing associations, Catalyst is here to make a purposeful difference by providing housing solutions for those who can’t afford a home without our help. We offer a wide range of homes, for rent, part ownership or purchase. By doing so, we build more than homes – we build communities.

We're at a particularly exciting point in our story, having recently merged with another large housing association, Aldwyck. The merger makes us stronger and more able to deliver our social purpose - in every part of our organisation. We’re always seeking to do better. If you are too, read on.

You will be an important part of a management team that collectively ensures adequate staffing resources are available throughout the day with maximum resources at peak times. This role is crucial to the delivery of Catalysts customer experience strategy in ensuring that our first contact resolution with residents is optimised.

You will contribute to the development of the Contact Centre Strategy by accurately forecasting resources required to deliver on service level targets. You will liaise with the relevant business departments to manage the day-to-day activities that affect service delivery, ensuring variances against plan are identified and solutions provided. You will provide accurate and customer focused analytical forecasting management information (MI) that is required to manage and report on the contact centers performance throughout the year. A key part of the role will be managing the daily ‘real time’ performance of the team.

You are passionate about delivering excellent customer experience every time, by being easy, reliable and empathetic in the way you deal with customers and colleagues.

You will be a team player and demonstrate excellent influencing and interpersonal skills with the ability to quickly establish credibility, influence and build relationships with key stakeholders of all levels. You will have the ability to disseminate large sets of data into manageable chunks and insight. You will possess excellent problem resolution skills; ability to use own initiative and creativity to tackle new and recurring issues where no guidance or protocol may exist. You will have strong communication skills – written and verbal.

We’re a Sunday Times top 100 Best Company to Work for. We invest a lot of time and resources in our people because we know it’s our people who will drive our success. If you’d like to join us, and help make a real difference, please get in touch.

Please note interviews will be held on Wednesday 4th September

The role is subject to a basic check.
For more information and to apply, please visit our careers page.

Please note completed pre-employment forms must be included in order for your application to be processed.

Closing date: 26th August 2019

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