Resource Planning Manager

1 week ago


Manchester, United Kingdom The Portfolio Group Full time

About the Opportunity

This is a unique chance to join The Portfolio Group as a Resource Planning Manager and make a significant impact on their Employee Assistance Programme (EAP). As a key member of the digital counselling team, you will play a crucial role in ensuring the seamless delivery of services to clients. With a strong focus on customer satisfaction, you will be responsible for monitoring workloads, managing rotas, and taking ownership of cases to ensure clients receive the necessary support.

Key Responsibilities

  • Work closely with Workforce Planning to optimize SLA performance.
  • Manage and distribute queries among the digital counselling team.
  • Take ownership of cases and ensure clients access relevant support.
  • Maintain accurate records and capture client information on the database.
  • Support digital services by completing emails and live chats.
  • Assess productivity levels to ensure service provision meets expectations.
  • Develop personal knowledge of the EAP and adhere to departmental procedures.
  • Demonstrate ability to triage and create safe spaces for individuals.
  • Provide efficient and effective digital service to all users.
  • Possess excellent customer service skills.

Benefits

  • 25 days' holiday + bank holidays.
  • Day off on your birthday.
  • Cash plan for employees.
  • Holiday increases after 2- and 5-years' service.
  • Contractual sick pay.
  • Private medical insurance after 5-years' service.
  • Pension Plan and Life Insurance.
  • Pension contributions increase after 5- and 7-years' service.
  • Holiday season bonus after 3 years' service.
  • Profit share scheme.
  • Season ticket loan scheme.
  • Cycle to work scheme.
  • Access to Employee Assistance Programme.
  • Free breakfast and social sessions.


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