Workforce Planner

Job Type: Full Time, Field Based

Job Overview

To work as part of the Advice team to ensure the department is correctly resourced including short notice cover, highlighting absences to Managers, handling client calls (including setting call-backs) and providing accurate reporting on a daily and weekly basis.

Day to Day Responsibilities

Be a Customer Service champion by routing calls to the right person or department

Listen to the clients needs and set call-backs within timeline

Set the expectation for Super Service from your call by letting the client know when we will call

Assist with the availability of Advisors using Openscape to review individual codes

Take inbound calls to reduce the over-flow and abandon rate for the team

Maintain an abandon rate of above 0.60% and an SLA target of above 99%

Update holidays, overtime, absence, early/late shifts, working patterns, lunches, out of hour schedules & Christmas and Bank Holiday cover.

Update client records and other relevant logs as required

Ensure client confidentiality is maintained

Establish and maintain efficient working relationships with colleagues and clients

Schedule departmental or team training sessions/meetings considering headcount and availability

Assist the Management team with daily, weekly, monthly and quarterly reporting

Manage the Task-Management diary to ensure correct staffing levels are maintained between teams

Ensure annual leave is agreed within the departmental cap

Store and maintain the stock of Advisory consumables such as splitters, headsets and webcams

Complete all training as required by the required deadline

Carry out any other tasks deemed necessary by the Management Team.

What you can bring to the Team

Proactive and creative problem solver

A willingness to learn and the ability to communicate effectively within the team

Ability to remain professional in a fast-paced environment

A dynamic and flexible approach, as well as the ability to work under pressure.

Excellent attention to detail

Excellent organisational and time management skills with the ability to prioritise

Always maintain a professional and responsible attitude.

Ability to prioritise and work unsupervised as required.

Ability to work to precise KPI and SLA deadlines.

Excellent communication and written skills.

MS Office knowledge and experience.

What Croner can do for YOU

Continuous development from Day 1 – because we like being the best

25 Days Holiday + 8 Bank holidays (increases to 28 with service)

Your birthday off – how will you celebrate?

Regular updates on Employment Law so you’re always up to date

Competitive salary framework reviewed twice annually

Free EAP for those days when we all need someone to talk to

Private medical with BUPA (with length of service)

Social Committee to arrange fun events

Department budget for a quarterly day out

A senior team that listens to and responds to team feedback

Career Pathways to develop your skills and support your progression through the business