Dialler & Resource Planner

Midland Credit Management; West Malling; On-site; GBP 28,000 - 35,000; Full time

Job summary

A leading financial services provider is looking for a Dialler and Resource Planner to join their team in Kings Hill. The ideal candidate will have a basic knowledge of Dialler/SMS technology, excellent communication skills, and intermediate Excel capabilities. Responsibilities include managing Dialler campaigns, analysing performance data, and ensuring strategic goals are met. This full-time role offers excellent career progression opportunities in a supportive work environment that values diversity and well-being.

Benefits

Full time (37.5 hours per week)

Permanent Contract

Work from Kings Hill office

Yoga classes

Monthly massages

Food initiatives such as weekly fresh pastries

Qualifications

• Basic knowledge of Dialler/SMS technology.
• Excellent verbal and written communication skills.
• Intermediate Excel skills are required.
• High-level computer literacy with presentation skills.
• Proven organisational and prioritisation skills.
• SQL knowledge is desirable but not essential.
• Excellent attention to detail and problem-solving abilities.
• Ability to build strong business relationships.

Responsibilities

• Manage Dialler campaigns and ensure operational success.
• Report issues with systems to relevant stakeholders.
• Ensure strategic goals are met through effective planning.
• Analyse performance data and send updates to stakeholders.
• Communicate with stakeholders about underperformance issues.
• Assist in system testing of Dialler products.
• Produce accurate demand forecasts.
• Prepare planning schedules for all sites.

Skills

Basic knowledge of Dialler/SMS technology

Excellent verbal and written communication skills

Intermediate Excel Skills

High level of computer literacy

Proven organisational and prioritisation skills

Good problem-solving skills

Ability to work well as part of a team

Job description

Have you worked in a contact centre previously and are competent using excel? Have you got an understanding of Dialler/SMS Technology? Are you looking for a new opportunity whereby you can learn and develop? If you’ve answered yes, then you could be the right person to join the Operations strategy team as a Dialler and Resource Planner in our Kings Hill office, ME19 4UA.

What you can expect as a Dialler & Resource Planner

Our team here at Cabot Financial have done some amazing initiatives this year all in aid of improving our well-being. We understand the importance of feeling valued and taking time away from our every day-to-day role to feel our best. We’ve had the opportunity to do ‘PawTherapy’, Yoga classes, Monthly massages, food initiatives such as weekly fresh pastries, Pizza Vans, Ice creams, brunches and a whole load of other fun events! In addition to this, you’ll receive:

• Full time (37.5 hours per week)
• Permanent Contract
• Work from our Kings Hill office

As our new Dialler and Resource Planner your role will be highly versatile role, ranging from planning the day for multiple sites through to data oversight. You will be responsible for maintaining a high-performance blended calling environment for the Contact Centre.

You can expect to execute the Dialler campaigns in conjunction with the planning schedules, whilst monitoring commercial, customer and conduct metrics whilst maintaining communications with stakeholders. You will mitigate risk utilising the tools and functions available across the department, whilst proactively looking to offer up efficiency gains through validated concepts.

Key responsibilities include

• Report issues/concerns with systems (internal and external) to the Operational Teams, IT and external vendors
• Ensure strategic goals are met through forecasting, collaborative planning and effective communication
• Management of the 1st line configuration items (skills, lines, lists and campaigns) of Dialler & resource planning products
• Analyse performance, conduct and customer data utilising live and historic data sets from key tool kits and the relevant web reports
• Utilising the report suite, proactively send out updates which keep stakeholders informed of our position and our schedule intentions
• Reactively respond to underperformance/noncompliance by communicating with the relevant stakeholders and offer up ideas on how to alter the Dialler Plan and drive efficiency gains
• Assist in 1st line system testing of Dialler & Resource Planning Products
• Manage the communication channels in conjunction with OFCOM and TCF standards
• Produce accurate demand forecasts using multiple drivers considering trends, outliers, expected and future business performance and strategy
• Work with Operations Analytics Team to ensure you have the necessary oversights to complete day to day activities
• Prepare the planning schedules to be conducted on Dialler and SMS for all sites
• Ensure required governance is in place to support all planned activity being accounted for within latest plans
• Highlight instances where the proposed delivery plan cannot be supported by resource availability, working with the Team Leader and Operations Managers to determine how best to resolve.

Things we need from you

• Basic knowledge of Dialler/SMS technology
• Excellent verbal and written communication skills
• Intermediate Excel Skills
• High level of computer literacy, with a focus on Presentation/PowerPoint skills
• Proven organisational and prioritisation skills
• SQL knowledge desirable but not essential
• Excellent attention to detail and great problem-solving skills
• Work well as part of a team to resolve issuesAbility to build strong business relationships

What happens next

If this sounds like you and you’d like to join our rapidly expanding company that offers excellent career progression, then apply now!

Working for Cabot

You’ll be working for an award winning; Investors in People Gold accredited organisation. We’re passionate about the ethical treatment of our customers and employees. Our mission is to create pathways to economic freedom. Our vision is to make credit accessible by partnering with our consumers to restore their financial health.

Diversity and inclusion

We value a multitude of diverse talent within our business. We want everyone to be themselves at work and encourage a culture that includes everyone. Our policies ensure that every candidate and employee are treated fairly and with equal opportunities.

**At Cabot we are highly regulated by our clients, as such, any successful candidates will have to undergo a basic credit check and criminal background check. Please note that we are unable to proceed to interview stage if a CCJ, IVA or Bankruptcy appears on a credit file, or if you do not have full right to work in the UK – we are unfortunately unable to offer sponsorship.