Location: Cardiff, Wales, GB, CF3 0LT
Job Requisition Number: 8842
Work Type: Permanent
Job Function: Customer Services
Salary Range: £48,559.00-£53,064.00
Base: South East Hub
Closing Date: Sunday 5th July at 23:59
What you’ll be responsible for
- Provide insights to optimise performance across the business and align front and back office to deliver effective and efficient customer service.
- Influence key senior stakeholders across the business.
- Develop and present meaningful business insights from detailed performance data.
- Provide accurate, timely and informative performance reports.
- Identify performance issues and propose mitigating actions and/or recommendations to improve the efficiency and effectiveness of services.
- Advise on the development and implementation of KPIs and PI’s, monitor and review them to ensure alignment with the performance management framework.
- Provide effective and accurate resource planning for multi‑channel business areas to ensure an adequate staff level across the business to achieve business goals and KPI’s using specialist applications such as Genesys WFM/WFO tools and familiar with Excel modelling.
- Analyse and report daily, weekly, monthly and ad hoc performance highlighting key drivers of the results.
- Analyse statistics to forecast future trends and provide recommendations to the business.
- Oversee the development of bespoke planning and forecasting models to ensure departments can achieve their KPIs cost‑effectively.
- Provide real‑time support and insight to improve operational performance and develop plans and forecasts.
- Support the Planning and Performance Manager in developing the P&P Business Plan objectives and effectively implement operational activities that support the overall business plans.
- Provide leadership and undertake line management responsibility in line with company management practices to maximise employee engagement and positive behaviours.
About you
- Excellent influencing skills with a track record in managing senior stakeholders.
- Advanced knowledge in developing performance frameworks that align with business goals.
- Ability to investigate data anomalies, understand context and impact, and suggest solutions for fixing them.
- Advanced knowledge of resource planning and forecasting.
- Substantial experience in WFM/WFO to manage, administer and troubleshoot the telephony system and workforce management application.
- Experience translating company strategic goals into practice to ensure forecasts and modelling are aligned.
- Significant & relevant experience managing people, HR practices and health and safety.
- Experience coaching and mentoring staff within a planning function to maximise performance and engagement.
Good to know
- If you would like more information on this role, please contact Nic.Johnson@dwrcymru.com
As well as a market competitive salary, 34 days annual leave (pro rata, including public holidays), we offer a range of employee benefits and rewards including:
- Variable pay schemes (salary band remains the same, but performance allows an incremental within‑band increase and a yearly incentive).
- Option to buy additional annual leave up to 5 days per year.
- Enhanced employer pension contributions – up to 11% employer contributions.
- Free mortgage brokering services.
- Enhanced family friendly policies.
- Progression opportunities, including the ability to apply for funded training and coaching and mentoring programmes.
- Gym and fitness discounts as well as high street shopping.
- Cycle to work scheme.
- Discount off all Welsh Water visitor attraction centres and gift shops.
- Car‑leasing scheme and free on‑site parking at all sites.
- Health CashBack scheme and access to an online GP service.
- An employee assistance programme for employees and their immediate family.
- Many more are available on our website.
Due to the nature of the industry, we require satisfactory references, post‑offer medical clearance, and a criminal records Basic Disclosure check on all new employees joining the business.
For some roles there may be additional checks and security clearance required, and this offer is subject to all checks being satisfied. You will receive further information on how to complete these checks via email once you have accepted this offer.
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