IT Scheduling & Performance Coordinator in Derby

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Come and join the Littlefish team!

Work location: Nottingham or Sheffield (Hybrid)

Salary: Up to: 28,000

Here at Littlefish, we look for people who can make a real difference and become a giant slayer. As the world around us continues to change, we look for people who grab that change with optimism and excitement. These are the passionate and high performing people who enjoy and thrive on thinking outside the box. Our current employees are the giant slayers who have made Littlefish who we are today, and you will be the future employees who continue to add the drive, passion, and skills as we see Littlefish grow. So, if this is ticking your boxes and you are excited at the thought of working with creative, passionate, energetic, friendly people- we would love to hear from you.

The role and what you'll be getting up to on a day-to-day basis:

We're excited to be hiring a Scheduling and Performance Coordinator to join us here at Littlefish, a key role within our Service Desk team as we continue to grow and evolve. This role is ideal for someone who enjoys owning operational processes, improving how a service runs day to day, and ensuring systems, schedules and controls are accurate and effective. Data analysis supports the role, but the focus is on service performance, planning and continuous improvement. In this role, you'll be central to how we plan and deliver our service each day. You'll use a logical, analytical approach to understand what's happening in real time, anticipate what's coming up next, and make sure we've got the right people in the right place at the right time. You'll take ownership of our workforce management tools, build accurate and effective schedules, monitor live performance, and provide clear, practical insight to support confident decision making. Your work will help us stay ahead of demand, protect service levels, and continually improve how we forecast and plan for the days and weeks ahead.

You will:

• Create schedules aligned to predicted demand, ensuring attention to detail across all the planning and scheduling activities.
• Monitor real-time performance and react quickly to trends or anomalies.
• Review service performance and identify process or scheduling improvements.
• Track schedule adherence using NICE Workforce Management and escalate when needed.
• Maintain Service Desk Engineer schedules to ensure operational coverage.
• Own scheduling rules, controls and system configuration to protect SLA Performance.
• Maintain and own operational reporting to support decision making and service improvements.
• Support the upkeep of our telephony platform, ensuring skills, profiles and channels remain accurate and effective.
• Support the upkeep of our Gamification platform, ensuring we deliver relevant learning content and incentivise our Service Desk Engineers in their performance.

Who you are:

You'll thrive in this role if you are highly organised, process-driven and detail-focused, with the confidence to own operational workflows and improve how a service functions day to day. You are comfortable working with data but equally strong in administration, systems ownership and service improvement.

You will bring:

• Strong IT skills, including Microsoft 365, Excel and Word.
• Service Improvement mindset.
• Strong administration skills.
• Excellent communication and interpersonal skills.
• Logical, structured problem solving skills.
• Proven organisational skills, with the ability to manage competing workloads when required.
• Strong analytical approach.
• High attention to detail and a process driven approach.

It would be great but not essential if you also have:

• Experience in real time monitoring or workforce management.
• Experience in outsourced or IT service provider environments.
• Familiarity with RingCentral or NICE InContact systems.
• Familiarity with Centrical Gamification platform.
• Experience with Power BI.
• Awareness of Working Time Directive or Health & Safety legislation.

What can we offer you?

• Healthcare cash plan. This will give you access to online GP appointments, 24/7 access to qualified counsellors and cash back against a range of general healthcare.
• Referral bonus scheme of £1000 when you successfully refer a friend.
• Access to our LinkedIn Learning platform, with over 16000 expert-led online tutorials to enhance and achieve your personal and professional goals.
• Casual dress policy.
• Company Pension Scheme.
• Company social events.
• 25 days annual leave plus public / bank holidays.
• Purchase of annual leave scheme.

Life at Littlefish:

Our company values shape who we are as a business, what we stand for and how we work. Hiring people with our values at heart is very important as we see Littlefish grow.

• I am High Performing - I like to raise the bar, we look at creating opportunities to increase quality and improve efficiency, we strive for service excellence.
• I am Passionate - We build team success and celebrate them together, I am enthusiastic and energetic, I care about the people I work with and we support one another.
• I Have a Can-Do Attitude - I am not afraid to step outside my comfort zone, we are not afraid to challenge status quo, we get stuff done!

So, if you feel like you can make a tangible difference, apply today, and join us on this journey. Here at Littlefish we aim to be somewhere everyone can be themselves. We are committed to encouraging a diverse and inclusive community where everyone irrespective of who they are, or their background, can feel equal and supported. We encourage applications from people of all backgrounds. Please get in touch if you are concerned about any difficulties you may face during your recruitment process, so we adjust accordingly. Part of our application process includes a set of ED&I (Equality, diversity and inclusion) questions. Please note, each question has a prefer not to say option.