Warehouse Supervisor jobs in Grande-Bretagne

Overview

Who are we?

HM Courts & Tribunals Service (HMCTS) is an agency of the Ministry of Justice. We provide support for the legal system across England and Wales, ensuring justice works for everyone.

Our justice system defends our fundamental rights and freedoms. It is a cornerstone of our modern society, and it must serve all those who call on it, when they call on it. From some of the most vulnerable people in our society, to families in crisis, claimants, and commercial businesses – we have a responsibility to deliver a Justice system that is accessible to everyone and operates efficiently.

What will you be doing?

Workforce Management (WFM) sits at the heart of the National Services operation, providing analytical support across a diverse and exciting agenda across all jurisdictions to inform the operational areas of resourcing requirement and performance against KPI’s up to Board Level. We work in a dynamic and fast-paced context, and our skills are in heavy demand and are expanding to meet this demand.

Role Purpose

This role, reporting to the Workforce Management Manager, is responsible for the creation, upkeep and maintenance of all employee work schedules. It will work closely with the Operations Leadership Teams at each National Service site and directly with employees to ensure that service can be met and maintained by having the right resources in the right place at the right time and completing the most productive activity that allows the operation to meet it service obligations in delivering an inclusive and accessible service to National Service users. It will focus on the short to medium term needs of National Services.

Role Accountabilities will include:

• To Provide technical specialist advice and support to National Services on work scheduling plans and issues, using knowledge of systems and how to interrogate systems to produce effective solutions to present to senior management teams

• Accurately capture data and maintain WFM data reports to ensure integrity of the HMCTS WFM systems to ensure that National Services can accurately match resource to expected (and fluctuating) demand from users and deliver consistent service

• Design and build schedules for both telephony and processing resources for each service on a regular basis to maximise efficiency and effectiveness of resource, ensuring senior management are aware how many people are needed to service the published schedule of work and that resource is available to meet user needs

• Use Erlang C algorithms to determine effective scheduling plans and interpret and manipulate data from systems to inform decision making

• Design and build short and long-term staffing models and provide recommendations to Operations teams based on analysis of operational data and user insight

• Maintain constant communication with Operations teams at National Service sites and collaborate with multiple HMCTS staff to identify and adjust scheduling requirements based on current and forecasted results and work within shift parameters to ensure seamless and consistent service delivery for users

• Making manual adjustments to schedule up to day before to optimise projected performance and ensure required coverage

• Setup, manage & maintain the agreed workforce rules and protocols (including shift patterns, holidays,) on the HMCTS WFM systems, to include physical constraints and skills matrix, ensuring National Services can plan to meet all forecasted user needs, and react to change to forecasted demand

• Handle all telephony scheduling for National Services workforce including shift assignments, meetings, trainings and other schedule related events

• Identify staffing schedule needs based on current and historic call volumes and adjusts representative shift assignments accordingly, considering staff skills sets to ensure the right people are available at the right time for user interactions and staff assignments and staff activity management

Person Specification

To be successful in this post, you will demonstrate:

For a full job description, please read supporting document included below before applying.

Ways of working

To ensure our services are consistent and operated effectively, successful candidates will be required to work full-time. Standard full time working hours are 37 hours per week. There is an expectation that you can be flexible with your working hours to accommodate the needs of the business.

Non-contractual hybrid working is currently available. Hybrid working arrangements will be determined by the business and will only be available when it has been established that delivering the service from home can be done effectively. We cannot facilitate requests for a particular work from home/working in the office schedule.

Additional information

Whilst the successful candidates will be allocated to a specific office, regular travel will be required in line with business needs