Workforce Planner

To work as part of the Advice team to ensure the department is correctly resourced including short notice cover, highlighting absences to Managers, handling client calls (including setting call-backs) and providing accurate reporting on a daily and weekly basis.

Day-to-Day Responsibilities

¦ Any other duties that are deemed appropriate from time to time in line with the Job Summary.

¦ Listen to the clients needs and set call-backs within timeline.

¦ Set the expectation for Super Service from your call by letting the client know when we will call.

¦ Assist with the availability of Advisors using Openscape to review individual codes.

¦ Take inbound calls to reduce the over-flow and abandon rate for the team.

¦ Maintain an abandon rate of above 0.60% and an SLA target of above 99%.

¦ Update holidays, overtime, absence, early/late shifts, working patterns, lunches, out of hour schedules & Christmas and Bank Holiday cover.

¦ Update client records and other relevant logs as required.

¦ Ensure client confidentiality is maintained.

¦ Establish and maintain efficient working relationships with colleagues and clients.

¦ Schedule departmental or team training sessions/meetings considering headcount and availability.

¦ Assist the Management team with daily, weekly, monthly and quarterly reporting.

¦ Manage the Task-Management diary to ensure correct staffing levels are maintained between teams.

¦ Ensure annual leave is agreed within the departmental cap.

¦ Store and maintain the stock of Advisory consumables such as splitters, headsets and webcams.

¦ Complete all training as required by the required deadline.

¦ Carry out any other tasks deemed necessary by the Management Team.

This position would suit candidates who have an interest in pursuing a career in TAX advisory, Claims or has a background in Law. Candidates considered for the role will have excellent communication skills and the ability to work in a methodical manner and be super organised.