Job description    2021-02-24

Who are we?Ombudsman Services (OS) covers the energy, communications and private parking sectors resolving over 150,000 complaints and appeals each year. We work with some of the UK’s biggest brands and businesses, as well as a broad range of industry associations and are approved by Ofgem and Ofcom. With more than 400 colleagues and annual revenue of over £25m, we’re the largest multi-sector ombudsman in the UK.OS is a purpose-led not for profit business with a mission to build trust and confidence by ensuring that businesses treat customers fairly. When trust and fairness have never mattered more than they do now, we are well placed to support consumer confidence, engagement and can help to create trusted and competitive businesses and markets in the future.We’re transforming our business and have a number of new roles to help us shape the future. Whilst your expertise is important, what’s crucial to the success of our journey is your character and ways of doing things.Values The Ombudsman isn’t one of us, it’s all of us. For us to be successful it’s so important that we work together. We’ve all got different roles to do but we work to the same vision and the same set of values. We believe that high performance and meaningful impact will come, not just from what we do but how we do it.We believe wholeheartedly that living our values will help bring our vision to life:Be Empathetic – when we put people at the heart of our business, we will be approachable, trusted, helpful, and a human voice.Be Open - when we push ourselves forward to ask the question why and trust each other to deliver, we will stay ahead of the gameBe Balanced – we’re trusted to follow fair processes and make considered decisions, based on truths and built on trustBe Courageous – when we aren’t held back by fear of mistakes we will thrive in an ever-changing environment and we will trust each other to bring our best to workJob DescriptionResource PlannerFixed Term contract – 12 monthsSalary Range - £28,000 - £34,000Role OverviewThe Resource Planner is part of the OS Operation and will be pivotal in the efficient running of the business by employing planning methodologies to create an optimal fit of resource to workload demands for both front and back office environmentsWorking with the Forecasting and Planning Manager and the wider planning team, the role will encompass a ‘hands on’ approach to all aspects of the planning cycle with responsibility for short to medium range planning.The Resource Planner will be required to develop and maintain multi-channel capacity planning model(s) that support current and future business needs. And working proactively to pre-empt any issues before they arise, ensuring the appropriate planning, forecasting and resource processes are in place to enable the effective management of capacityThe Resource Planner will support and lead on key change projects, continuous improvement activities and associated business benefit. The Resource Planner will partner with various departments across Ombudsman Services to provide accurate advice, support and challenge to all levels within the business.Key Accountabilities and Responsibilities: · Develop, populate and maintain a detailed short and medium planning model (Capacity Plan) for Operations, ensuring plans, forecasts and schedules are aligned to the OS strategy· Ensure all supply (i.e. availability, education) and demand drivers (i.e. change, strategy, regulation) are captured and incorporated into the Capacity Plan· Reconcile variances from original plans and maintain a view of actual performance against forecast projections· Develop recruitment, training and attrition plans through the Capacity Planning process, working with the Forecasting and Planning manager, HR, L&D and Operational Leaders.· Constantly monitor and propose effective shift patterns to match business requirements, optimising performance of all Enquiries teams and maximising agent satisfaction by providing flexible options.· Support internal stakeholders by supplying relevant data, providing updates on forecasts and planning related reporting to make informed business decisions.· Work with the wider Planning team to ensure business resource is used effectively.· Focus on helping to improve real time management and the driving of performance and KPI achievement through responsibility of medium range planning.· Monitoring of month on month performance and updating of capacity planners with works volumes· Ensure that all information is accurately recorded to ensure accurate planning, enabling Influence and guidance for managers at different levels across the business and assist with delivery and performance through detailed analysis and reporting· Extract and manipulate performance call data from multiple sources· Drive operational activity & performance· Managing medium term planning recommendations such as calculating overtime requirements, producing service level recovery plans· Identifying and driving recommendations in the operation to ensure optimal use of supply meeting demand (e.g. shift slides, holiday usage)· Work with Forecasting Analyst and actively challenge the processes and techniques governing the workflow between forecasting, scheduling and real time management, to improve output by communicating and recommending resolutions and implementing these· Review, analyse, and report on various elements of planning & performance; undertake ‘planned vs actual’ analysis and carry out detailed root cause analysis to provide challenge and improve planning accuracy· Interpret and present data, providing commentary and recommendations in order to improve service delivery for Ombudsman Services customersCompetencies and Behaviors· Ideas orientated – analytical and intuitive and forms/conceives or resolves before acting· Strong analytical skills and attention to detail and accuracy· Strong proactive approach to work with a can-do attitude· Constructively challenges the status quo in order to create continuous improvements· Excellent written and verbal communication skills with the ability to negotiate and influence· Accountable for own workload and able to work using own initiative· The ability to exercise judgement and make decisions.· Able to convert technical information to audience appropriate communication· Collaboration and the ability to build effective relationships at all levels both internally and externally· Strong communicator with excellent interpersonal ability· Strong organisational, planning and time management skills with the ability to prioritise multiple tasks and work to challenging deadlines· Teamwork – required to integrate and work collaboratively within the planning team· Role Models and reinforces company values· A flexible but methodical approach, strong problem-solving abilities and problem-solvingEssential experience and qualifications· Minimum of 5 years’ experience in a similar planning background· Experience in data analysis roles with experience in demand and capacity planning· Good Knowledge of Planning Cycle (Planning, scheduling, forecasting etc.)· Good working knowledge of contact centres and relevant experience· Experience of workforce management systems.· The ability to exercise judgement and make decisions.· Excellent written and verbal communication skills· Ability to accurately record data information· Ability to negotiate and influence· Strong attention to detail and accuracy· Ability to accurately record data information· Adaptable to changing environments· Strong organisational, planning and time management skills with the ability to prioritise multiple tasks, working to challenging deadlines· Excellent Excel Skills· Ability to prioritise own workload, and, manage own time· Adaptability of approach – flexibility with a desire to achieve goals· Good commercial awarenessWhat We Offer YouOur business supports both professional and personal development through our training academy but also through a suite of other learning tools e.g. LinkedIn training.We have many benefits including the following:26 Days holiday plus Bank HolidaysEnhanced contributory pensionHealth and Life Assurance OptionsOn site facilities including subsidised restaurant and free parkingAccess to an Individual benefits packageHours of work: · Work Pattern: 37.5 hours Mon –Fri with out of hours overtime work to be expected based on business demands.Currently full time working from home due to Covid – Training may be office based dependent on Covid restrictions at the time, otherwise your training will be virtual.Flexible working opportunities available - there will be a requirement to be working regularly in the office with the team once Covid restrictions are liftedDiversity & Inclusion As an equal opportunities employer, Ombudsman Services is committed to the equal treatment of all current and prospective employees and does not condone discrimination on the basis of age, disability, sex, sexual orientation, pregnancy and maternity, race or ethnicity, religion or belief, gender identity, or marriage and civil partnership.We aspire to have a diverse and inclusive workplace and strongly encourage suitably qualified applicants from a wide range of backgrounds to apply and join Ombudsman ServicesIf you are interested in what you have seen, then please click here to find out more about the role and how to apply.Please follow us to find out more!www.ombudsman-services.orghttps://twitter.com/OmbudServiceshttps://www.facebook.com/OmbudsmanServicesUKhttps://www.linkedin.com/company/ombudsman-services/https://www.youtube.com/user/ombudsmanservicesThis assignment is being managed fully in house no agency referrals/contacts pleaseContract length: 12 monthsJob Types: Full-time, TemporarySalary: £28,000.00-£34,000.00 per yearWork remotely:Temporarily due to COVID-19

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