Resource Planning Expert

4 months ago

Yorkshire, United Kingdom Yorkshire Housing Full time

Job Introduction Are you a resource planner looking for the next step in your career? Well, you've come to the right place We're looking for a fabulous
**Resource Planning Expert** to join our
**Customer Experience Centre** (aka the beating heart of Yorkshire Housing).

Leading the resource planning for our contact centre, we're on the lookout for someone who can support the team to deliver a customer obsessed service by ensuring we're effectively resourced and able to meet our service level agreements.
**What we’re all about**

Here at Yorkshire Housing our customers are at the heart of what we do - we call it being customer obsessed.

In a nutshell we own and manage nearly 20,000 homes (and counting) across Yorkshire, and our mission is to make it possible for our customers to have a place they’re proud to call home.

We have huge growth plans, and that means we need someone who can working across the business to make sure our homes and customers are looked after once they move in, and who will constantly look for ways to improve or grow the service.

**W**hat you’ll be getting up to**

You'll forecast and schedule resources in a multi-channel environment to ensure service targets are met and colleague resources are optimised.

You'll provide BI reports and information on a daily, weekly, monthly and ad hoc basis to inform key decisions and to define service provision across all channels.

You'll lead and manage the Resource Planning Co Ordinator, developing their skills and knowledge to support the resource planning service. You'll also be overseeing the administration of appointments for front line team members accounting for and ensuring all annual leave, shifts and rota's are kept up to date.

Being part of the customer experience management team, you'll be working collaboratively to ensure resources are being used effectively and provide reports and recommendations to support attendance management.

A planner by nature, you'll ensure peak events and bank holidays are planned for in advance to optimise activities such as scheduling of colleague development time including coaching, 121’s and training.

**Sounds good right? Here's what we need from you**An analytical mind - being skilled at identifying trends and issues from large data sets to pre-emptively plan the required resource effectively, using this to provide performance management information.- Be customer obsessed - passionate about delivering an exceptional customer experience.- Comfortable with challenge and being challenged, in relation to any reporting or analysis.- Flexible and open to change and doing thing better. Being a ‘Change Champion’ and a key advocate in transforming ways of working.- Experience of delivering effective resource planning within a customer service environment.- Good knowledge of Workforce Management tools with an in-depth understanding of manual forecasting methods and formulas.- Advanced Excel and data analysis skills.- Resilience to work under pressure, with rapidly changing situations, priorities and deadlines.

**It would be a bonus if you had**:
- Experience of a customer experience setting with the housing sector- Experience of working through organisational transformation

All info you need around the role and its requirements can be found in the attached Role Profile.
**What’s in it for you?**

In return, we offer a salary of **£31,091.67** per annum - for 35 hours per week, 25 days annual leave (rising annually to 30 days) plus Bank Holidays.

We also work (truly) flexibly, and believe work is something you do, not somewhere you go.

But that’s not all. We offer a reward package to suit everyone. At Yorkshire Housing, you can claim back for prescriptions, eye tests and more with our cash plan, make the most of a variety of retail discounts and take advantage of our pension scheme where we’ll match your contributions up to 9%, just to name a few.

Our people’s health and wellbeing is one of our top priorities, and you can make the most of our readily available wellbeing support package. This includes access to a library of free fitness classes, as well as an instant My GP service and free counselling sessions with a trained professional.

**So, now you’re really interested?**

**The fine print

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