Job Description

About the role

Please note this role follows a shift pattern of Monday, Tuesday, Friday 11:00-18:30, Wednesday and Thursday 12:30-20:00.

This role focuses on analysing and interpreting data to ensure robust and accurate real-time decisions are made to maximise efficiency, productivity, performance as well as service delivery to our customer. Workforce management or service level experience in a call centre would be advantageous. Likewise, if you have experience supervising real-time data, we would love to hear from you!

Leading and facilitating accurate real time tracking of resource supply including shrinkage management, across the customer care estate.
Working collaboratively with Ops Control Analysts to make informed decisions to improve resource efficiency, productivity and performance.
Outbound dialler management for Collections and Insurance campaigns, ensuring file utilization and efficiency.
Real time monitoring of all channels across the customer care estate, providing stakeholders service levels updates per line of business.
Building excellent relationships with planning and operational teams, maintaining two-way feedback channels, handling difference of opinion in order to deliver the best plan.
Manages all user security set up for all systems for the Customer Care contact centre staff, with robust controls for joiners, movers and leavers.

About you

Passion and pride in your work and a natural desire to connect, lead, collaborate and be a team player is a must. This is an opportunity to play an important part in The Very Groups ambitious journey and an exciting, purposeful role which can make such a positive impact for the business and the future.

Benefits

Flexible, hybrid working model
£250 flexible benefits allowance to suit your needs
23 days holiday + bank holidays
LinkedIn Learning access
Bonus potential (performance and business-related)
Up to 25% discount on Very.co.uk
Matched pension up to 6%

Interview Process

You can expect a one-stage interview process for this position:

1st stage - A 60-90 minute interview, ideally in person with the hiring team to discuss your skills and relevant experience. This is a great opportunity to find out more about the role and to ask any questions you may have.

About the Company

We're the team behind digital retailer Very.

Our purpose, helping families get more out of life, powers everything we do.

And we want our people to get more out of life too! If you're high-performing, ambitious and make the most of every opportunity, we want to hear from you. In return, you'll enjoy heaps of flexibility, great perks and benefits, and the freedom to be yourself, keep learning and take your career wherever you want it to go.

If you love making a difference, you'll love making it sparkle for millions of Very customers. ✨

We are The Very Group and we're here to help families get more out of life. We know that our customers work hard for their families and have a lot to balance in their busy lives. That's why we combine amazing brands and products with flexible payment options on Very.co.uk to help them say yes to the things they love. We're just as passionate about helping our people get more out of life too; building careers with real growth, a sense of purpose, belonging and wellbeing.

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