Planning & Service Delivery Co-ordinator

Planning & Service Delivery Co-ordinator

Lowell - Thorpe Park, Leeds

We're on a mission to make credit work better for all. We buy debt from lots of different companies in all kinds of sectors. We treat people with dignity, helping customers pay off their Lowell debt in practical and affordable ways. According to The Sunday Times, we're one of the best places to work in the UK. Why? Because of the people who work here. Warm, welcoming, and super-talented. It's our people that make us great. We celebrate and share success, learn from failure, embrace change, and savour challenge. Join us and from day one you'll have a voice in one of the most dynamic companies in the UK finance sector. Our new colleagues tell us they love the support we give them and the recognition they receive for a job well done. And wherever you are in Lowell, you'll be making a difference to the lives of millions of people going through tough times.

But enough about us. Let's talk about your new role.

As Planning & Service Delivery Co-ordinator you'll be responsible for the on-day coordination of operational resource to ensure optimal headcount levels are maintained to service demand across our Contact Centres and Customer Management.

Responsibilities and accountabilities:

• Work collaboratively with operational Managers, Team Leaders and Learning & Development to ensure the effective planning and monitoring of all planned activity - making recommendations to schedules which minimise cost and disruption to service
• Assist with the maintenance of workforce planning tools by co-ordinating real-time exceptions such as absence, shift slides & swaps and changes to existing schedules
• Provide detailed overviews of overtime requirements, commitments and adherence to ensure hours are optimised, and are in line with Inbound or Outbound demand
• Direct contact with colleagues requiring on-day holiday or absence, and works within planning parameters and tolerances for approval
• Monitor on-day holiday and absence and take responsibility for amending future schedules and/ or tolerances to ensure effective management of capacity
• Support operational Managers, Line Manager and Resource Manager in addressing anomalies to plan which derive from FTE placement and planned or unplanned activities
• Facilitate real-time discussions with necessary stakeholders
• Ensures visibility of exception requests and updates schedules accordingly within planning tool(s). This may include intraday reporting, dashboards and presentation of KPIs such as call volumes, AHT, staffing variances and SLAs

  What we need from you:

  • Experience within a contact centre/ operational environment would be desirable.
  • Experience of at least one variant of WFM systems - Verint is an advantage.
  • Good communication skills both verbally and written.
  • Stakeholder management.
  • The ability to make quick decisions when experiencing a daily shift of priorities.

    A mission that gives back:

    You'll also have lots of opportunities to make an impact on your personal development. At Lowell we have a big focus on helping our colleagues develop their careers and grow with us, together.

    So, whatever your culture, gender identity, religion, ethnicity, age, neurodiversity, or disability status, if you're ready to help us make credit work better for all, we think you'll fit right in. Our people are our strength, so we build strong teams thriving with diverse voices, and offer benefits that can keep our people strong.

    That means…

    • A competitive salary.
    • A discretionary annual bonus for a job well done.
    • 3% flexible benefits; pick additional benefits or take as cash each month. Whether this is extra holiday or dental cover there will be something for you.
    • We are committed to a hybrid working environment, where we will ask you to work in our Leeds office, which will be based in Thorpe Park. Our new purpose-built office to support collaborative working and those meaningful moments you'll only get from being in the office.
    • Free parking when you are in the office and when working from home, you'll be fully equipped with everything you'll need to be successful.
    • 28 days holiday plus public holidays with the option to purchase up to an additional 5 days.
    • Life assurance
    • A fantastic culture with more little perks along the way including, self-development opportunities, recognition awards and on-site facilities to support the varying needs of our colleagues.
    • Wellbeing support and a programme of webinars and classes geared towards mindfulness.

      Ready to share in that mission?

      Our people are our greatest asset. That means part of our mission is building a workplace where you can grow with us, and help us go on to make a difference, together.

      Together, we go further - and it starts with you. So, if you're interested in adding your voice to our fantastic team of people, take the first step and apply today…