Department Customer Experience

Resource Planner – 12 Month Fixed Term Contract

Customer Experience Department

Closing date : May 31, 2020

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Becoming part of the People’s Postcode Lottery team!

This is a fantastic opportunity to join a forward-thinking, dynamic organisation where we understand that people are our greatest asset. Perhaps that’s why our team voted us one of the Sunday Times Top 100 medium sized companies to work for in 2019! Our core values are fun, sharing, courageous and sustainable which are reflected in everything we do.  

We recognise and reward hard work and performance, offering a variety of benefits and career progression opportunities. This includes a generous pension and private healthcare scheme, an above average holiday allowance, discounted gym membership and fresh fruit in the office! We encourage you to spend two days each year volunteering with our charity partners and we are committed to investing 4% of salaries into training each year.  

What do we do?

As one of the world’s top fundraising private charity donors, giving back to good causes is our mission. We manage multiple society lotteries promoted by different charities supporting a wide range of causes. Since 2005, our players have raised more than £500 million for over 7,500 charities and good causes across Great Britain and internationally.

Role Summary

As part of our Resource Planning team you will deliver a support service to the Customer Experience team via effective staff forecasting and planning so that key performance indicators in service and sales are achieved and exceeded. You will take responsibility with the monitoring of real time customer contact, ensuring that the Customer Experience team are resourced effectively in order to provide suitable service levels across multiple player contact channels (telephone, emails, web chats, social media etc.)

Key Activities

  • To assist the Resource Planning Coordinator with the scheduling of team rotas, breaks, meetings and one-to-ones, and liaising with the wider business to schedule training sessions (both internal and external), volunteer days and PPL Event attendance in agreement with Resource Planning guidelines.
  • To ensure the correct daily staffing levels are present within Customer Experience, and to monitor real time staff levels to ensure that daily customer service & sales levels are achieved and maintained.
  • To assist in tracking various KPIs across Customer Experience reporting systems.
  • To assist in the recording and reporting of staff absence
  • To handle and report on all Customer Experience annual leave requests, dependants leave and unpaid time off and ensure workforce management MI systems are recording data accurately

Required Skills

  • Fluent English, both written and verbal.
  • A strong communicator, both written and verbal.
  • Highly Proficient user of Microsoft Excel with solid understanding of Microsoft Office.
  • Excellent organisational and interpersonal skills.
  • Ability to handle difficult conversations
  • Ability to prioritise workload and work flexibly
  • Experience with Genesys Cloud contact centre software (preferred but not essential)
  • Experience in organising schedules, rotas and HR information systems (preferred but not essential)

Personal Attributes

  • A concise communicator, with excellent attention to detail and a professional telephone manner.
  • A friendly and approachable with a positive outlook and a ‘can-do’ attitude.
  • Extremely organised, with the ability to work methodically and independently.

Additional Information

Whilst the core hours of the role are working full time with 37.5 hours per week, Monday to Friday between 8am and 6pm, a rota will be provided. There may be a requirement to support the occasional evening or weekend on an ad hoc basis. 

More information?

For questions about this vacancy or more information about careers at People’s Postcode Lottery, please contact us.

Debbie Jubb - People's Postcode Lottery

Debbie Jubb

HR Advisor