Performance & Operations Consultant (Planning Analyst)

An exciting opportunity has become available within Capacity Planning and Performance. We are looking for the right person to join our Real Time & Planning Team, who support Nationwide’s frontline operations; assisting and empowering them in their commitment to provide a legendary service to our customers.

CPP is based across the country and sits within Retail Operations & Control. We are responsible for supporting a wide and varied range of Nationwide’s customer facing areas, including; Telephony Service, Collections & Recoveries, Fraud and Specialist Customer Support – to name a few.

At Nationwide we offer hybrid working wherever possible. More rewarding relationships are supported through our hybrid approach, bringing colleagues together across our UK wide estate, whilst also supporting generous access to home working. We value our time in the office to solve problems, to learn, and to feel connected.

For this job you'll spend at least two days per week, or if part time you'll spend 40% of your working time, at one of our offices. If your application is successful, your hiring manager will provide further details on how this works. You can also find out more about our approach to hybrid working here.

If we receive a high volume of relevant applications, we may close the advert earlier than the advertised date, so please apply as soon as you can.

What you’ll be doing

• Maximising consultant resource and availability to match the current call profile, or workload demand, in their area.
• Reviewing real time activity to mitigate call queues and prevent calls abandoning.
• Using workforce management tools to help the operations we support realise their full potential
• Trend analysis of current and previous operational performance, making recommendations to the operation to help them maximise service levels.
• Embracing and learning innovative technology, using your knowledge to lead our operational colleagues into new ways of working.
• Working and consulting with key operational stakeholders to help them get the most out of their people

About you

As a minimum requirement you’ll:

• An understanding of key contact centre metrics, such as average handle time (AHT), abandonment rate, and occupancy.
• Good working knowledge of Microsoft office products, particularly Excel
• Be proactive, with a strong work ethic and high personal standards.
• Pay close attention to detail, with the ability to accurately track and monitor various contact centre metrics in real-time.
• Possess excellent analytical skills to effectively monitor and interpret data in real-time, identify trends, and make data-driven decisions.
• Be able to prioritise tasks and manage time effectively, working efficiently under pressure with multiple real-time monitoring responsibilities.
• Be a keen problem solver, with the ability to identify potential issues or opportunities for improvement and take the appropriate actions.
• Hold effective communication skills and be able to collaborate with different teams and stakeholders of varying levels.
• Have a flexible approach to working hours and ability to quickly adapt to change.

It would be nice if you also had:

• A thorough understanding of workforce management technology and software, ideally Calabrio and QStory.
• Experience in Contact Centre planning or working within the operations we support.

Our Customer First behaviours are all about putting customers and members at the heart of how we work together. You can strengthen your application by showing the behaviours that resonate with you, and how you might have already demonstrated these.

• Say it straight - This is about being honest and direct with good intent and saying what needs to be said in the room. It’s also about being clear, precise, and using language that we and, importantly, our customers and members can understand.
• Push for better - This is about aiming high and constantly looking for better in how we work together and serve our customers and members.
• Get it done - This is about prioritising what will have the greatest impact, being decisive and taking accountability for delivering on the end-to-end outcome.

We know applying for jobs can sometimes feel like you’re sending an application into a black hole. We review each application individually. So, it’s a good idea to call out your most relevant experience on your application to give yourself the best chance.

The extras you’ll get

There are all sorts of employee benefits available at Nationwide, including:

• A personal pension – if you put in 7% of your salary, we’ll top up by a further 16%
• Up to 2 days of paid volunteering a year
• Life assurance worth 8x your salary
• A great selection of additional benefits through our salary sacrifice scheme
• Wellhub – Access to a range of free and paid options for health and wellness.
• Access to an annual performance related bonus
• Access to training to help you develop and progress your career
• 25 days holiday, pro rata

What makes us different

Nationwide is the world’s largest building society. With over 15 million customers, we have a relationship with almost a quarter of the UK’s population. We’ve got the scale to compete with the big banks, but we’re not a bank.

As a building society, we’re owned by our members – that’s our customers who have their current account, mortgage or savings with us. It means we can do things differently to deliver our Purpose – Banking – but fairer, more rewarding, and for the good of society.

When you work at Nationwide, you can experience that difference for yourself. You’ll be part of a high-performing, purpose-driven organisation that offers rewarding career experiences and a highly competitive range of benefits to match. You’ll also be joining us at an important time as we seek to reach more and more people in the UK. We want everyone in the UK to know that they don’t have to bank with a bank. They can choose a modern mutual instead.  

What to do next

If this role is for you, please click the ‘Apply Now’ button. You’ll need to attach your up-to-date CV and answer a few quick questions for us.

We respond to everyone, so we will be in contact shortly after the closing date to let you know the outcome of your application.

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