SG3 Real Time and Planning Specialist (Contact Centre) - 24954

1
Yorkshire and the Humber
Rotherham , Sheffield
Templeborough, Quadrant Two
Staff Grade 3
Permanent
Full Time
Contact Centre, Planning, Analytical
£25,042
The role of a Real Time and Planning Specialist is at the heart of the National Customer Contact Centre.

In this role you will use systems to actively monitor the live performance of a busy contact centre making decisions on how to make the best use of available resource to meet daily customer demands. A Real Time and Planning Specialist will have a keen eye for detail and be comfortable with making decisions while balancing the needs of your internal customers. As you progress in this role you will have the opportunity develop your skills within the planning team by learning to create (schedule) plans, process annual leave and produce performance reports.
You will be joining a small, friendly, hardworking and very supportive team. While each team member is primarily responsible for a specific function, the team will always be there to support each other and work together to ensure team workloads and tasks are completed on time. The team take great pride in the work they do and work hard to stay flexible and provide the highest levels of support and service to its customers.
A strong focus on delivering the highest levels of customer service.
Excellent communications skills.
Experience of being able to manipulate and present data.
A strong desire to learn, progress and look for ways to do things better.

Experience of working in a similar planning or real time role would be beneficial but applications are welcome from those who feel they have the potential to succeed in this role.
If you are interested in this role and want to know more, please email ccsrecruitment@environment-agency.gov.uk and we will get back to you.
When providing your examples, please try to use the STAR technique and aim to give examples that are at the right level and relevant to the role you are applying for.

11/12/2022, 23:55 hours

Basic Check
Communicates Effectively
Please provide an example of when you have delivered a complex message to a group of customers or stakeholders.
Focuses on Customers and Partners
Please provide an example of when you balanced the needs of a number of stakeholders with conflicting priorities.
Data and Information Management
Please provide an example of when you have manipulated and presented data to an audience and how you ensured it met their needs.
Manages Self
Please provide an example of when you have balanced a number of workloads and ensured your stakeholder’s expectations were met.
If you are applying from the Civil Service please note that the Environment Agency is not a part of HM Civil Service and you would not be a Crown Servant in the event of being appointed. Therefore, you will not be eligible for continuous service. For applicants who currently work in local government or other bodies listed in the Redundancy Payments (Continuity of Employment in Local Government etc) (Modification) Order 1999, you may be eligible for continuous service for the purpose of calculating any future redundancy payment. If you are unsure of your status then you should contact your own HR Team.

We are fully committed to having a diverse and inclusive workforce to reflect the communities we serve. We welcome flexible working patterns for all our vacancies, including job share, so please include clearly any information regarding your preferred working arrangements on your application.

We also have a Guaranteed Interview Policy to support those with a disability who are seeking employment. We have committed to guaranteeing an interview to anyone with a disability whose application meets the minimum criteria for the post.

The Environment Agency, as a Non-Departmental Public Body, is committed to providing value for money and utilises Central Government frameworks and contracts for all external recruitment needs. For this reason, we are unable to engage with the market directly through post, email or phone calls . Should you wish to become a support supplier on one of these frameworks or contracts please visit https://www.gov.uk/government/publications/become-a-crown-commercial-service-supplier/becoming-a-supplier-through-the-crown-commercial-service-what-you-need-to-know for more information.

This Vacancy is closed to applications.