At a Glance
- Tasks: Plan and oversee Dialler campaigns while ensuring high performance in the Contact Centre.
- Company: Join Cabot Financial, an award-winning company focused on ethical practices and employee well-being.
- Benefits: Enjoy hybrid working, wellness initiatives, and a supportive team environment.
- Other info: Diversity and inclusion are at the heart of our culture; everyone is welcome here.
- Why this job: Be part of a dynamic team that values your input and offers career progression.
- Qualifications: Basic knowledge of Dialler/SMS technology and strong Excel skills required.
The predicted salary is between 30000 - 42000 £ per year.
Have you worked in a contact centre previously and are competent using Excel? Have you got an understanding of Dialler/SMS Technology? Are you looking for a new opportunity whereby you can learn and develop? If you’ve answered yes, then you could be the right person to join the Operations strategy team as a Dialler and Resource Planner in our Kings Hill office, ME19 4UA.
What you can expect as a Dialler & Resource Planner:
- Full time (37.5 hours per week)
- Permanent Contract
- Work hybrid from our Kings Hill office
As our new Dialler and Resource Planner, your role will be highly versatile, ranging from planning the day for multiple sites through to data oversight. You will be responsible for maintaining a high-performance blended calling environment for the Contact Centre. You can expect to execute the Dialler campaigns in conjunction with the planning schedules, whilst monitoring commercial, customer and conduct metrics whilst maintaining communications with stakeholders. You will mitigate risk utilising the tools and functions available across the department, whilst proactively looking to offer up efficiency gains through validated concepts.
Key responsibilities include:
- Report issues/concerns with systems (internal and external) to the Operational Teams, IT and external vendors
- Ensure strategic goals are met through forecasting, collaborative planning and effective communication
- Management of the 1st line configuration items (skills, lines, lists and campaigns) of Dialler & resource planning products
- Analyse performance, conduct and customer data utilising live and historic data sets from key tool kits and the relevant web reports
- Utilising the report suite, proactively send out updates which keep stakeholders informed of our position and our schedule intentions
- Reactively respond to underperformance/noncompliance by communicating with the relevant stakeholders and offer up ideas on how to alter the Dialler Plan and drive efficiency gains
- Assist in 1st line system testing of Dialler & Resource Planning Products
- Manage the communication channels in conjunction with OFCOM and TCF standards
- Produce accurate demand forecasts using multiple drivers considering trends, outliers, expected and future business performance and strategy
- Work with Operations Analytics Team to ensure you have the necessary oversights to complete day to day activities
- Prepare the planning schedules to be conducted on Dialler and SMS for all sites
- Ensure required governance is in place to support all planned activity being accounted for within latest plans
- Highlight instances where the proposed delivery plan cannot be supported by resource availability, working with the Team Leader and Operations Managers to determine how best to resolve.
Things we need from you:
- Basic knowledge of Dialler/SMS technology
- Excellent verbal and written communication skills
- Intermediate Excel Skills
- High level of computer literacy, with a focus on Presentation/PowerPoint skills
- Proven organisational and prioritisation skills
- Excellent attention to detail and great problem-solving skills
- Work well as part of a team to resolve issues
- Ability to build strong business relationships
If this sounds like you and you’d like to join our rapidly expanding company that offers excellent career progression, then apply now!
Working for Cabot:
You’ll be working for an award winning; Investors in People Gold accredited organisation. We’re passionate about the ethical treatment of our customers and employees. Our mission is to create pathways to economic freedom. Our vision is to make credit accessible by partnering with our consumers to restore their financial health.
Diversity and inclusion are very important to us at Cabot, and we value a multitude of diverse talent within our business. We want everyone to be themselves at work and encourage a culture that includes everyone. Our policies ensure that every candidate and employee are treated fairly and with equal opportunities.
At Cabot we are highly regulated by our clients, as such, any successful candidates will have to undergo a basic credit check and criminal background check. Please note that we are unable to proceed to interview stage if a CCJ, IVA or Bankruptcy appears on a credit file, or if you do not have full right to work in the UK – we are unfortunately unable to offer sponsorship.
Realtime Analyst in Kings Hill employer: Cabot Financial
At Cabot, we pride ourselves on being an exceptional employer, offering a dynamic hybrid work environment in Kings Hill that fosters collaboration and innovation. Our commitment to employee growth is evident through our Investors in People Gold accreditation, providing ample opportunities for career progression while ensuring a supportive and inclusive culture where diverse talents thrive. With competitive salaries, a fantastic bonus scheme, and a range of benefits including private health insurance and discounts on high-street shops, we strive to create a rewarding workplace that empowers our employees to make a meaningful impact.
StudySmarter Expert Advice🤫
We think this is how you could land Realtime Analyst in Kings Hill
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Cabot Financial. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Cabot Financial before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Realtime Analyst in Kings Hill
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.
Tailor Your Cover Letter to Cabot Financial:Your cover letter is your chance to shine! Tell us why you want to work at Cabot Financial specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
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!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Cabot Financial!
How to prepare for a job interview at Cabot Financial
✨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.
