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Resource and Forecasting Planner

3 months ago

Kingston upon Hull, United Kingdom Sanctuary Full time

Location: Hull, Yorkshire and Humberside, GB, HU2 8DT- Department: Administrative Services- Operation: Sanctuary Housing- Closing Date: 04/04/2024- Salary: £27,118 - £28,546 / year- Requisition: 217073Sanctuary manages rented and shared ownership homes and supports community initiatives for thousands of customers across England. Our staff help make a real difference to the quality of people’s lives.

**Resource and Forecasting Planner**

**Customer Service Centre, Francis Street, Hull**

**£27,118 rising to £28,546 per year**

**40 hours per week - Monday to Friday**

We are looking for a Resource and Forecasting Planner in our Customer Service Centre (CSC) in Hull. The CSC focuses on customer service excellence and delivers a range of services for Housing, Income, Lettings, Homeownership and Commercial & Residential covering over 100,000 properties. In this role you will assist in the management of resources across Sanctuary Housing Services call centers ensuring sufficient resourcing is undertaken to provide quality and consistent services that support the customer experience and the Group objectives.

**The role of Resource and Forecasting Planner will include**:

- Forecast call volumes and work flows within the call centres to ensure effective forward planning of staffing requirements ensuring that consistent service levels are met that support the customer experience and Group objectives
- Run and distribute regular performance reports, service predictions and communication updates for all contact centres including daily call forecasts which include previous day performance, highlighting areas of poor performance or potential risks to management
- Manage staff annual leave and training requests, avoiding potential scheduling conflicts to ensure team resources are optimised and continued service delivery
- Support the production of detailed call centre performance reports for Group Exec and management which highlight trends and challenges to support decision making, business planning and compliance with regulatory requirements
- Arrange booking of hotels and transport for CSC employees when required ensuring Group processes are adhered to
- Order office software and items required for employees to carry out their duties effectively ensuring costs are kept within budgets and processed in a timely manner

**Skills and experiences**:

- NVQ2 in Customer Service or Business Administration (or similar)
- Proven experience in a similar role
- Proven working knowledge of a customer service centre environment
- Working knowledge of delivering customer service excellence in a contact centre environment
- Proven experience analysing and diagnosing problems and implementing effective solutions
- Ability to extract and interrogate data from computer systems
- Working knowledge of Microsoft Word & Excel (or similar)

**Why work for us?**

Sanctuary Housing is one of the UK’s leading social landlords, providing around 120,000 homes across England and Scotland. We give our residents good quality, affordable homes in communities that they can be proud of. As part of a not-for-profit organisation, we reinvest any surplus we make back into the local communities we serve.

**Our Benefits**

As part of our commitment to making Sanctuary a great place to work, where your wellbeing is of genuine importance, we have developed an attractive employment package. The package recognises your contribution, supports your physical, mental and financial health and gives you the flexibility to tailor your employee benefits by offering:

- 23 days annual leave (rising to a maximum of 28 days) plus public holidays
- A pension scheme with employer contributions from Sanctuary
- Life Assurance
- Employee Advice Service including counselling
- Cycle to Work scheme
- Voluntary health plans
- Employee discounts
- Wellbeing support and tools
- Employee recognition scheme

To view the job profile, please click here

Closing Date:_ _4 April 2024

**‘For an insight into what it’s like to work for us, take a look at** **#LifeatSanctuary** on Twitter’**

**Building Equality and Diversity**

We work closely with the Home Office in order to prevent illegal working.
Sanctuary Housing Services Limited is a subsidiary of Sanctuary Housing Association, an exempt charity.