At a Glance
- Tasks: Manage resource scheduling to meet customer demand and optimise service delivery.
- Company: Join M&G, a leading firm with over 175 years of innovation in finance.
- Benefits: Enjoy 38 days annual leave, flexible working, and a generous pension scheme.
- Other info: Inclusive culture welcoming diverse backgrounds and offering excellent career growth opportunities.
- Why this job: Make a real impact by ensuring exceptional customer service through effective resource management.
- Qualifications: Experience in resource scheduling and strong analytical skills required.
The predicted salary is between 29700 - 36300 £ per year.
At M&G, our purpose is to give everyone real confidence to put their money to work. With a heritage dating back more than 175 years, we have a long history of innovation in savings and investments, combining asset management and insurance expertise to offer a wide range of solutions. Our two distinct operating segments, Asset Management and Life, work together to provide access to balanced, long-term investment and savings solutions.
We are seeking a scheduling specialist to be responsible for owning the management of all scheduled resources utilising tools and tactics to ensure that resources are maximised to deal with forecast customer demand and that shrinkage targets are not over utilised. Responsible for the short/medium part of the Resource Planning cycle, this role schedules all resources around expected customer demand. This includes breaks, lunches and all offline time and processing time to ensure that resources are available to offer exceptional service to our customers.
Key Responsibilities for this Role:
- Scheduling and deploying resources across Customer Services in line with customer demand.
- Responsible for engaging with wider functions across various directorates, to educate and influence the impact that future planned activity has on Operational resources and the Operational customer journey.
- Utilising the workforce management solution to maximise resources and leveraging the technology for reporting against plan.
- Custodian of the workforce management solution that houses our colleague scheduling information, ensuring that it is maintained and up to date.
- Leading from the front, with demonstrable passion for driving operational improvement.
- Operational Engagement. Build a collaborative and challenging relationship with operational teams.
- Lessons Learned & Efficiency. Capture and analyse lessons learned from operational performance.
Key Knowledge, Skills & Experience:
- Experienced in resource scheduling, managing resources in line with Strategic forecast plans.
- Strong analytical skills and attention to detail.
- Proficiency in WFM tools (e.g. Verint) and Excel.
- Ability to communicate clearly and influence stakeholders under pressure.
- Highly analytical and detail-oriented individual.
- Able to work independently, with a critical eye for detail.
Location: Homebased Scotland
What we offer: We’re dedicated to supporting your wellbeing and helping you thrive, both at work and beyond. Our benefits are designed to help you balance your professional and personal life, and financially plan for the future.
At M&G we strive to have a diverse workforce and an inclusive culture, underpinned by our policies and employee-led networks that offer networking, support and development opportunities for the diverse communities our colleagues represent.
Resource Scheduling Specialist in Glasgow employer: M&G plc
M&G plc is an exceptional employer, offering a dynamic work culture that prioritises professional growth and development. As a Strategic Adviser Relationships Specialist, you will benefit from comprehensive training programmes and the chance to engage with a diverse range of financial products, all while working in a supportive team environment that values innovation and collaboration.
StudySmarter Expert Advice🤫
We think this is how you could land Resource Scheduling Specialist in Glasgow
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at M&G plc. 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 M&G plc 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 Scheduling Specialist in Glasgow
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 M&G plc:Your cover letter is your chance to shine! Tell us why you want to work at M&G plc 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 M&G plc!
How to prepare for a job interview at M&G plc
✨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.
