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THE OPPORTUNITY
This is a once in a career opportunity for an exceptional Resource Planning Manager to join a truly
Service Led business, the company is an industry leading EAP and OH provider & Sunday Times 'Best Places to Work' organisation. With an unrivalled track record of incredibly strong year on year growth of its subscription model business, they support over 80,000 organisations and
13 million lives across the UK & Ireland. Part of a global Group, with 14 operating
companies and a group turnover of circa 400m, there is substantial financial backing for further
expansion, including acquisition and international development. This represents an unparalleled
career advancement opportunity for the exceptional individual.
THE ROLE
You will be working within the Employee Assistance Programme (EAP) alongside the digital counselling team. You will monitor the workloads for the teams and distribute tasks to those teams, ensuring our SLAs are achieved. The role will involve administrative tasks to ensure that system information is accurate, and the work is correctly allocated. You may be required to respond to live chats and emails from clients, to assess and triage live chats while ensuring that clients are reassured of the support you are setting up for them.
DAY TO DAY RESPONSIBILITIES
1. Working closely with Workforce Planning to monitor and manage workloads to ensure optimum SLA is achieved
2. To ensure teammates are adhering to rotas and daily plans as set by Workforce Planning
3. To take ownership and responsibility of the cases in the first instance and ensure the client
can access the relevant support
4. Manage and distribute queries and enquiries across the digital counselling team.
5. Ensure that all notes are recorded accurately against the appropriate cases and all other
client and live chat/email information is correctly captured on the database
6. Support the digital services by completing emails and live chats
7. Maintain and assess required productivity levels to ensure that the service provision is maintained, and service levels are achieved
8. Ensure that personal knowledge of the EAP is continually developing and that departmental
procedures and protocols are always adhered to
9. To demonstrate an ability to confidently triage and create a safe space for a variety of individuals and presenting issues, including those who are distressed and at risk of harm to self
or others
10. To provide an efficient and effective digital service to all service users
WHAT YOU BRING TO THE TEAM
1. Excellent Attention to Detail
2. Ability to prioritise and work unsupervised as required
3. Excellent communication and written skills
4. Ability to provide great customer service
5. Ability to work to deadlines
6. Ability to work with telephony and IT systems
7. MS Office knowledge and experience
BENEFITS
1. 25 days' holiday, plus bank holidays
2. Day off on your birthday
3. Cash plan for you (and your children, if any)
4. Holidays increase after 2- and 5-years' service
5. Contractual sick pay
6. Private medical insurance after 5-years' service
7. Pension Plan and Life Insurance
8. Pension plan contributions increase after 5- and 7-years' service
9. Holiday season bonus after 3 years' service
10. Profit share scheme
11. Season ticket loan scheme
12. Cycle to work scheme
13. Access to Employee Assistance Programme
14. Free breakfast every Monday and social sessions on the last Friday of the month with free
food and drink - we call this 'Fab Friday'
15. Company incentives, access to discount schemes
INDMANJ
We will also accept applications from the following job titles:
Workforce Planner, scheduler, Call centre planner, Workforce Planning, Resource planning, Real Time Analyst, Call Centre Real time analyst
