At a Glance
- Tasks: Plan and analyse workforce data to ensure optimal staffing for our contact centre.
- Company: Join Vets Now, the UK's leading emergency pet care provider.
- Benefits: Enjoy your birthday off, health cash plan, and generous pet care discounts.
- Other info: Dynamic work environment with a focus on diversity and inclusion.
- Why this job: Make a real difference in pet care while developing your analytical skills.
- Qualifications: Strong analytical skills and proficiency in Microsoft Office required.
The predicted salary is between 22950 - 28050 £ per year.
Vets Now, part of inspiring vet care, are the UK’s leading provider of emergency pet care, providing a trusted service to more than 1700 veterinary practices, from dedicated out-of-hours clinics and 24/7 pet emergency hospitals. Our Client Care Service Team sits within the Customer Hub, supporting pet owners across the UK and connecting them with our daytime veterinary clinics. We're looking for a Resource Planner – Data Analyst to play a key role in ensuring we have the right people, in the right place, at the right time to deliver an excellent service.
Role: Resource Planner – Data Analyst
Location: Dunfermline Contact Centre
Hours: Monday to Friday, 08:00am - 16:00pm
Planning, Predicting and Making Things Happen
Reporting to the Contact Centre Manager, you'll take ownership of the day-to-day workforce planning and rota coordination requirements of our contact centre. Using our Workforce Management system, you'll build and maintain rotas, coordinate staffing levels to meet daily demand, manage annual leave thresholds and accurately process leave requests to support effective resource planning. You'll also be responsible for maintaining workforce planning information, monitoring resource utilisation and preparing statistical reports and performance indicators. Working with historical contact data, you'll identify trends and patterns, forecast future demand and consider factors such as marketing campaigns and changing customer behaviours to help predict staffing requirements. Your analytical skills will be essential in turning complex data into meaningful insights. You'll produce accurate, comprehensive reports on contact centre performance and forecasting, highlighting opportunities and presenting findings to management and key stakeholders to support informed operational and strategic decisions.
The Skills Behind the Numbers
You'll bring strong Microsoft Office skills, excellent analytical ability and confidence working with data to identify trends and develop practical solutions. Experience with workforce management systems would be beneficial, alongside the ability to pick up new systems quickly. You'll also be highly organised, detail-focused and comfortable managing competing priorities in a fast-paced environment. Strong communication skills and the confidence to build relationships across all levels of the business are essential, alongside a positive, proactive approach to problem-solving.
What You’ll Get in Return
We believe in rewarding our team members not just with a competitive hourly rate, but also with benefits that support wellbeing and work-life balance:
- Your birthday off – paid
- Health cash plan via Simply Health
- Pension contributions: 5% employee / 3% employer
- Up to 50% off pet care for your own pets
- Death in service cover – two times annual salary
- Access to our employee wellbeing programme
- Company sick pay and enhanced maternity, paternity, and adoption leave
If you're ready to join a purpose-driven company where your role makes a real difference to pets and their owners, we’d love to hear from you.
At IVC Evidensia we are committed to Diversity, Equality, Inclusion and Belonging, we are keen to hear from candidates from all minority and diverse groups. As a Disability Confident Employer, we are keen to hear from candidates with disabilities and long-term health conditions and would be happy to discuss any reasonable adjustments needed during the recruitment process.
Any questions before applying? Speak to Chloe Nation from our recruitment team who would be happy to help you with any questions you have before applying for this role.
Resource Planner – Data Analyst in Dunfermline employer: IVC Evidensia Group
At inspiring vet care, we pride ourselves on being a supportive and inclusive employer, dedicated to the growth and wellbeing of our team. With clear career pathways, funded learning opportunities, and a collaborative culture, our Basingstoke location offers not only a vibrant community but also easy access to beautiful countryside and urban amenities. Join us to make a meaningful impact in veterinary care while enjoying a flexible work-life balance and a welcoming atmosphere.
StudySmarter Expert Advice🤫
We think this is how you could land Resource Planner – Data Analyst in Dunfermline
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at IVC Evidensia Group. 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 IVC Evidensia Group 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 Resource Planner – Data Analyst in Dunfermline
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 IVC Evidensia Group:Your cover letter is your chance to shine! Tell us why you want to work at IVC Evidensia Group 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 IVC Evidensia Group!
How to prepare for a job interview at IVC Evidensia Group
✨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.
