At a Glance
- Tasks: Create and manage scheduling plans while monitoring real-time performance to ensure service delivery.
- Company: Join the UK's number 1 investment platform, Hargreaves Lansdown, based in Bristol.
- Benefits: Enjoy competitive pay, flexible working, health benefits, and generous holiday allowance.
- Other info: Opportunities for continuous learning and career advancement await you!
- Why this job: Be part of a dynamic team that values innovation and personal growth.
- Qualifications: Strong analytical skills and ability to thrive in fast-paced environments.
The predicted salary is between 40500 - 49500 £ per year.
Excited to grow your career? Our purpose is to help Britain build wealth, with confidence. We are looking for great people to join us, so please come and invest in YOUR future at HL.
We know that sometimes people can be put off applying for a job if they don't tick every box. If you're excited about working for us and have most of the skills or experience we're looking for, please go ahead and apply. We'd love to hear from you!
About the role
An exciting opportunity has arisen to join the Service Planning & Performance team as part of the scheduling and real-time monitoring function. As a Scheduling and Real Time Analyst, you'll be responsible for producing weekly resource scheduling plans to fit client requirements and operational standards as well as supporting the generation and maintenance of advisor schedules, short term plans and associated scheduling tasks, identifying emerging risks, and taking corrective action to stabilise service delivery.
You will also be responsible for real-time performance oversight of operational delivery, ensuring service levels are protected through proactive monitoring, timely interventions, and clear stakeholder communication. You will play a critical role in maintaining service performance by providing scheduling & real time assistance, insight, managing exceptions, and coordinating planning to changing demand and operational conditions.
What you'll be doing
- Responsible for generation and day to day maintenance of colleague schedules.
- Responsible for the generation and maintenance of short-term plans including shrinkage optimisation.
- Scheduling of offline activity for colleagues in line with staffing and service level requirements.
- Monitor real-time operational performance against key service metrics (e.g. service level, demand vs. capacity, queue health, AHT, shrinkage).
- Continuously track agent adherence and work closely with Team Leaders and Managers to address non-adherence and improve intraday performance.
- Provide proactive and timely communication to stakeholders on performance positions, risks, and actions being taken.
- Issue real-time alerts and escalation updates where performance is at risk or service degradation occurs.
- Assess and respond to unplanned events (e.g. spikes in demand, absence, system issues), ensuring impact is understood and mitigated.
- Maintain accurate tracking of intraday activities, including shrinkage events, outages, and exceptions.
- To update, track and maintain the holiday requests, attrition, and shrinkage in Calabrio (Workforce Management Software).
About you
- Experience working in scheduling and real time operational control environment (desirable but not essential).
- Strong ability to analyse data quickly and make informed decisions under pressure.
- Comfortable working in a fast-paced, highly reactive environment with changing priorities.
- Excellent communication skills, with the ability to translate data into clear and actionable messages for different audiences.
- Proactive and organised, with a strong sense of ownership and accountability.
- Confident engaging stakeholders at all levels, including Team Leaders and Managers.
- Resilient, adaptable, and able to remain calm under pressure.
- Comfortable with maintaining office presence to support operational needs.
- A continuous improvement mindset, with willingness to challenge and improve ways of working.
- Knowledge of Calabrio, Amazon Connect or similar product skills.
Interview process
This will be a one stage interview process, consisting of competency and behavioural based questions.
Working Schedule
The role is based in our Bristol head office. This role is permanent, full time, 37.5 hours per week, Monday to Friday. You will be required on-site five days a week, but we do offer the flexibility to work from home when required.
Why us?
Here at HL, we're the UK's number 1 investment platform for private investors, based in Bristol. For more than 40 years we've helped investors save time, tax and money on their investments. To achieve our mission, we believe we have a workplace like no other, with constant learning, dynamic teams, and a great ethos. We're steered by core values that promote service, quality, innovation, and opportunity in everything we do.
What's on offer?
- Discretionary annual bonus* and annual pay review
- 25 days* holiday plus bank holidays and 1-day additional Christmas closure
- Option to purchase an additional 5 days holiday**
- Flexible working options available, including hybrid working
- Enhanced parental leave
- Pension scheme up to 11% employer contribution
- Income Protection and Life insurance (4 x salary core level of cover)
- Private medical insurance*
- Health care cash plans - including optical, dental, and outpatient care
- Health screening programme
- Help@hand - confidential support including mental health counselling and remote GP
- Wellhub - unlimited access to fitness providers and wellness coach sessions
- Variety of travel to work schemes with bike storage and shower facilities
- Inhouse barista and deli serving subsidised coffee and sandwiches
- Two paid volunteering days per year
* dependant on role level
** only available to select during our annual benefits window, in November each year
Hargreaves Lansdown is an inclusive employer that values diversity in its workforce. We encourage applications from all individuals without regard to race, religion, gender, sexual orientation, national origin, disability or age.
This role may also be available on a flexible working or part time basis - please ask the Recruitment & Onboarding team for more information.
Please note, we are unable to provide employment sponsorship to candidates.
Scheduling & Real Time Analyst in Bristol employer: All The Top Bananas
My Four Wheels is an exceptional employer, offering a rewarding career as a Trainee Driving Instructor with flexible working hours and the potential to earn up to £50,000+ annually. With comprehensive training provided through our new Training Academy, employees benefit from ongoing support and resources, ensuring a fulfilling journey towards becoming a qualified instructor while enjoying the satisfaction of teaching locally in Westfield, Surrey.
StudySmarter Expert Advice🤫
We think this is how you could land Scheduling & Real Time Analyst in Bristol
✨Get to Know the Company Culture
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✨Join Customer Support Communities
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✨Attend Job Fairs or Networking Events
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✨Show Off Your Skills with Customer Interactions
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We think you need these skills to ace Scheduling & Real Time Analyst in Bristol
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
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Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
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How to prepare for a job interview at All The Top Bananas
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
