Job Description

About the role

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As a Scheduling Planner you will report into the Forecasting and Scheduling Manager, playing a vital role in ensuring that the Partnership is scheduling effectively to deliver Customer Care activity in line with agreed Key performance indicators. You will be responsible for creating and maintaining accurate robust schedules for Partners, from requirements set by the Forecasting Planner, across the pan-Partnership Customer Care Sites.

Salary

- 30,600.00 - 45,900.00

Contract type

- We have a permanent and a 6 months fixed term (secondment) opportunity. Will be discussed at Interview.

Working pattern

- Full time 36.25 hours a week working across 5 days.

Location

- Your home location will be Hamilton. The Partnership has adopted a hybrid working approach, meaning you'll be able to work a mixture between the office and home based upon your personal needs whilst balancing the needs of the business. This will be discussed at the interview.

Key responsibilities

You will play a critical role in influencing the intra-day performance of the contact centre operation and maintain a deep level of insight into how best to maintain service levels and will have a deep knowledge of the operating model across Customer Care to allow you to inform effective decision making.


You will take ownership to continuously review, evaluate and optimise the schedules within a constantly changing environment with changing priorities. You will take ownership of the requirement to balance both the needs of the business with the well being of our Partners in line with Working Time Directive parameters.


You will ensure schedules are fair and consistent for all Partners taking into account influences such as seasonal impact, key contact dates. This is a highly dynamic role and the outputs of your work are critical to ensuring that Partner well being, customer satisfaction and service levels are not negatively impacted.


You will be able to effectively design schedules for partners that balance business and Partner needs. Collaborate with Service Delivery Managers and Operational Leads to ensure that scheduling activity is successful.


We need you to capture and implement feedback from performance results and Partners to continuously improve schedules.

Essential skills/experience you'll need

Experience in capacity planning and resource planning models. Basic knowledge of Microsoft Excel / Google Sheets. Experience of resource planning workforce management systems Experience which demonstrates effective stakeholder management

Desirable skills/experience you may have

Experience of working in a sufficiently agile manner to reflect the changing demands that exist within a modern contact centre environment. Experience which demonstrates the ability to engage, inspire and motivate through effective written and verbal communication Good knowledge of working time directive and other relevant policies and regulations

About The Partnership

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We're the largest employee owned business in the UK and home of our cherished brands, John Lewis and Waitrose. We're not just employees, we're Partners, driven by our purpose to build a happier world. As we look to our future, there's never been a more exciting time to join us.



We're ruthlessly focused on being brilliant at retail. We continue to innovate, adapt and diversify. Never Knowingly Undersold on price, quality and service in John Lewis and passionately serving food-lovers in Waitrose.



As Partners we all share the responsibility of ownership and in its rewards. We use our voices to contribute to our success, working together through the good and challenging times, holding true to our behaviours and treating everyone with kindness and respect.



We all own making the Partnership somewhere we belong. Embracing our differences and creating an environment where we're free to be ourselves and can THRIVE. Growing ourselves individually, and as a collective.



As Partners, we make all the difference. And, we all own it.

Important points to note:

It's important to note that some of our roles are subject to pre-employment vetting (which may include DBS checks for successful candidates). If required, you'll be informed and provided with information about vetting during the recruitment process and we encourage you to complete any vetting documents quickly to avoid delays. Any DBS checks required will be carried out by a third-party registered body and financial probity checks may also be required for some of our roles.



We occasionally close vacancies early in the event we receive a high volume of applications, and therefore, we recommend you apply early. If you require a reasonable adjustment due to a disability which means you may need longer to complete your application please contact us as soon as possible.



We want all of our Partners to have a good work-life balance and we support flexible working. This might mean flexible or compressed hours, job sharing or shorter hour contracts, where possible. Please discuss this further with the hiring manager during your interview.