At a Glance
- Tasks: Analyse data to optimise resource efficiency and enhance customer service delivery.
- Company: Join a dynamic team at The Very Group, focused on innovation and collaboration.
- Benefits: Enjoy flexible working, generous holiday, and a £250 benefits allowance.
- Other info: Be part of an inclusive culture with excellent career development opportunities.
- Why this job: Make a real impact in a role that values your problem-solving skills and teamwork.
- Qualifications: Experience in data analysis or call centre operations is a plus.
The predicted salary is between 30000 - 40000 £ per year.
About the team
The Operations Control team ensure the operation runs efficiently by deploying the right level of resource to meet customer demand. The resource is monitored in real-time on a continual basis and adjusted to ensure that we are effective as an operation but also compliant against regulations. This is an ideal role for someone who is passionate about data, who can spot trends and patterns and someone who thinks of themselves as a natural problem solver. You will in return be given lots of support and development, working as part of a fun, creative and encouraging team.
About the role
This role focuses on analysing and interpreting data to ensure robust and accurate real-time decisions are made to maximise efficiency, productivity, performance as well as service delivery to our customer. Workforce management or service level experience in a call centre would be advantageous. Likewise, if you have experience supervising real-time data, we would love to hear from you!
- Leading and facilitating accurate real time tracking of resource supply including shrinkage management, across the customer care estate circa 1400 FTE.
- Working collaboratively with Ops Control Analysts to make informed decisions to improve resource efficiency, productivity and performance.
- Outbound dialler management for Collections and Insurance campaigns, ensuring file utilization and efficiency.
- Real time monitoring of all channels across the customer care estate, providing stakeholders service levels updates per line of business.
- Building excellent relationships with planning and operational teams, maintaining two-way feedback channels, handling difference of opinion in order to deliver the best plan.
- Manages all user security set up for all systems for the Customer Care contact centre staff, with robust controls for joiners, movers and leavers.
About you
Passion and pride in your work and a natural desire to connect, lead, collaborate and be a team player is a must. This is an opportunity to play an important part in The Very Groups ambitious journey and an exciting, purposeful role which can make such a positive impact for the business and the future.
Some of our benefits:
- Flexible, hybrid working model
- £250 flexible benefits allowance to suit your needs
- 23 days holiday + bank holidays
- LinkedIn Learning access
- Bonus potential (performance and business-related)
- Up to 25% discount on Very.co.uk
- Matched pension up to 6%
Diversity, inclusion and equal opportunities
We’re building a culture of everyday inclusion, and welcome applications from anyone who believes they can do the job. We don’t discriminate based on age, disability, gender reassignment, marriage or civil partnership, pregnancy or maternity, race, religion or belief, sex, or sexual orientation. We want our recruitment process to be accessible to everyone. If you need reasonable adjustments to apply, interview, or perform a role, let us know via talentacquisition@theverygroup.com. We’ll be happy to support you. We’re proud to be a Disability Confident Committed Employer and have nine brilliant colleague networks – including DAWN (Disability Awareness at Very) and Think (Neurodiversity at Very) – that are helping us make Very an even more inclusive place to work.
Operations Control Co-Ordinator - 12 month fixed term contract in Liverpool employer: Very Group
At The Very Group, we pride ourselves on being an excellent employer, offering a vibrant and inclusive work culture that fosters collaboration and creativity. Our Operations Control Co-Ordinator role provides ample opportunities for professional growth, supported by a flexible hybrid working model and a generous benefits package, including a £250 flexible benefits allowance and access to LinkedIn Learning. Join us in making a meaningful impact while enjoying a supportive environment that values diversity and encourages every team member to thrive.
StudySmarter Expert Advice🤫
We think this is how you could land Operations Control Co-Ordinator - 12 month fixed term contract in Liverpool
✨Get Social with Customer Support Communities
Join customer support groups on platforms like Facebook or Reddit. They often share job openings or temp opportunities. Engaging with these communities can help you learn more about the specific skills and experiences employers are looking for, plus you'll meet folks who might know about openings at companies like Very Group.
✨Leverage Seasonal Hiring Trends
Since customer support roles can spike during busy seasons (think holidays and sales periods), keep an eye out for timelines when companies ramp up hiring. Make sure to apply early and stay active; sending a quick follow-up a week after applying can show your enthusiasm for the role.
✨Flex Your Communication Skills
In customer support, communication is key! Prepare for hypothetical scenarios that test your problem-solving and customer interaction skills. Practising answers to common role-play questions can really help you shine in interviews—trust us, it makes a difference!
✨Make the Most of Job Boards
Use industry-specific job boards like Glassdoor or Indeed to find temporary roles. Don’t forget to set up alerts for customer support positions at companies like Very Group. The earlier you apply, the better your chances, so keep your finger on the pulse!
We think you need these skills to ace Operations Control Co-Ordinator - 12 month fixed term contract in Liverpool
Some tips for your application 🫡
Highlight Your Communication Skills:In customer support, top-notch communication is key. Make sure your CV showcases any previous experience where you’ve had to clearly convey information or resolve issues. If you’ve handled customer queries via email or chat, mention it! Let’s see those strong verbal and written skills shine through.
Showcase Problem-Solving Experience:Employers love to see how you've handled tricky situations. Include examples in your application where you’ve tackled customer concerns or had to think on your feet. It's all about proving you can keep cool under pressure and find solutions—something super important in a temporary customer support role!
Tailor Your Approach for Temporary Roles:Since this is a temporary gig, make sure your cover letter emphasises your flexibility and eagerness to dive right in. Mention that you're ready to hit the ground running and are adaptable to new tools or systems—this shows that you understand the urgency often needed in temporary positions.
Proof of Customer Satisfaction:If you’ve got any quantifiable achievements from past customer support roles, like improved customer satisfaction scores or successful project completions, make sure to include them. Numbers speak volumes! This not only shows your capability but also gives us a reason to believe you'll bring that same success to Very Group.
How to prepare for a job interview at Very Group
✨Master the Customer Interaction Game
In customer support, we need to showcase our people skills. Prepare for role-playing scenarios where you'll demonstrate how to handle difficult customers or resolve complaints. Think about the types of issues common in Very Group's industry and how you can respond empathetically and effectively!
✨Know Your Products Inside Out
For a temporary role, it's crucial to familiarize yourself with the products or services Very Group offers. Brush up on key features, common issues, and FAQs. This knowledge will enable you to respond quickly and confidently to customer queries, showing you’re ready to jump in at a moment’s notice!
✨Flexibility is Key - Emphasise Your Adaptability!
Since this is a temporary role, we're looking to convey how quickly we can adapt to new systems or processes. Be ready to share examples of how you've quickly learned new tools or adjusted to changing environments in past roles. Show them you're the go-to person when the pressure's on!
✨Prepare for Quick Conversational Q&A
You might face a rapid-fire round of questions about customer service principles or how you'd handle specific situations. To ace this, think through different customer scenarios ahead of time, and practice your responses to ensure they're concise and impactful. The aim is to demonstrate your quick thinking and problem-solving skills!
