Resource Planning

7 months ago

Liverpool, United Kingdom Cashplus Full time

**Who we are**
- Cashplus is a leading UK challenger bank for small businesses. We offer faster, smarter, simpler current accounts for the entrepreneurs, independent businesses and consumers that power the UK economy, yet are too often overlooked by high street banks. Since 2005, we’ve created easier ways for more than 1.6m customers to pay, bank and borrow through our user-friendly digital platform. We understand what our customers need - time and money to run their businesses and live their lives - and our secure, innovative products are designed to help, where others can’t or won’t. A true fintech pioneer, we are a fast-growing and credible UK challenger bank.

**Our Values & Behaviours**
- Cashplus puts the fair treatment of customers at the heart of our business model. Our business goals are:

- 1. Becoming a bank that customers love
- 2. Developing brilliant, sustainable products
- 3. Earning an outstanding reputation

**Cashplus values are**:

- We innovate with purpose
- We are upfront
- We do it right
- We are all in

**Individual Conduct rules**:

- You must act with integrity
- You must act with due skill, care and diligence
- You must be open and cooperative with the FCA, the PRA and other regulators.
- You must pay due regard to the interests of customers and treat them fairly.
- You must observe proper standards of market conduct
- Act to deliver good outcomes for retail customers

**The Role Is**

Due to growth within the business, we are delighted to be recruiting for a new Resource Planning & Workforce Management Specialist on a permanent & full time hybrid working basis from our offices at the impressive Spine building in Paddington Village, Liverpool.

The Resource Planning & Workforce Management Specialist will be tasked with ensuring the right resources are available to meet customer demand whilst also enabling the proactive operational management of service levels within the respective areas.

The Resource Planning & Workforce Management Specialist will also work with Operational and Corporate teams to produce and refine forecasts, ensuring SLAs are met and the appropriate level of operational resource is available to meet the customer demand.

This Resource Planning & Workforce Management Specialist job will provide a great opportunity for someone to progress their career with an award winning business going through a significant and sustained period of commercial growth.

**Key Accountabilities Include
- Produce accurate resourcing forecasts, accounting for trends and seasonality in contact rates.
- Collaborate with Product, Marketing and finance teams to enhance forecasts and identify potential impacts to operational resourcing that is driven by these teams.
- Overall responsibility for determining the Operations resource capacity needed to meet incoming demand volumes.
- Daily monitoring to assess and review efficiency of staff and associated results.
- Set-up frameworks and dashboards to enable Heads of Department to effectively use the data analysis to better run their teams.
- Develop existing planning processes to ensure that outputs are optimised
- Understands how the business operates and is able to plan future capacity requirements, supporting Head of Transformation with budget forecasts.
- Develop a suite of standard customer care reporting in conjunction with business intelligence analysts to drive improvements within customer care and the wider business

**You'll Need To Have
- Established experience using a Workforce Management system within a customer care environment
- Experience of working on a scheduling system implementation project is highly desirable, but not essential
- Proven experience of producing accurate workload forecasting models using statistical techniques
- Highly analytical and proficient with advanced Excel, data analysis and Microsoft reporting tools
- Proven track record of creating strong relationships with customer care operations and support teams, finance managers and business intelligence analysts
- Ability to work proactively, independently and with a strong attention to detail/ accuracy
- Competency within data analysis

**In return you'll enjoy**
- Competitive basic salary
- 7.5% of salary in cash allowing you the flexibility to decide your own benefits (or simply take the cash)
- 26 days’ holiday increasing each year of service to 33 days
- Ability to buy and sell a further 5 days holiday each year
- 4 x Life Assurance
- Pension salary sacrifice
- Family friendly policies
- Regular social activities and team events
- Charity Volunteering Day
- Free drinks and snacks in the office
- Cashplus is an equal opportunity employer. Individuals seeking employment are considered without regard to race, religion, national origin, age, sex, gender, gender identity, gender expression, sexual orientation, marital status, medical condition, ancestry, physical or mental disability, military or veteran status, or any other characteristic protected b

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