Supporting the Resource Planning manager in determining the correct resource levels required to meet contractual SLAs and Capita's business needs across multiple work streams. Responsible for weekly tracking of FTE, skills, shrinkage & production of dashboards. Also, managing shrinkages including training and annual leave as well as responsibility for completing analysis for all planning aspects.

In my current role I am working on the Rescue Shift Review analysing forecasted/actual call volumes and trends to determining the best approach to match the resource available to meet the predicted call volumes and patterns. I have anticipated external influences that would affect the volumes, AHT, call patterns and call types, including weather, seasonality, and day of week factors. As part of the review I have used my WFM system knowledge and problem solving skills to set up ‘Preference Based’ Scheduling in WFM to help maximise the WFM system potential and give us different scheduling options. I have also been involved with moving our Home and Motor areas into the Digital and File Ownership structures. Previously, I have worked on the Motor Claims Centre project as well as supported my colleagues with the Home Claims Centre project. I have solely been responsible for analysing the data provided by the business and creating shifts that provide schedule ‘best fit’ throughout the various ‘throttle’ stages, as well as providing staff, shifts that provide work-life balance. During this period I had to make short term recommendations to support the business during the roll out phase and used my influencing skills to engage the operational managers to discuss shift slides; overtime or lieu day swaps.

The effective processing and resolution of allocated customer complaints and the achievement of individual objectives.• To response efficiently and effectively to customer complaints; seek to resolve the complaint at the earliest opportunity and, wherever possible, resolve the complaint to the satisfaction of both the customer and the business.• Where necessary, take action to investigate the complaint and liase with other departments and third parties to ensure that all relevant information is obtained to aid the resolution process. Adhering to agreed complaint-handling processes to ensure consistency of complaint handling within the department.• Preparing appropriate letters to customers and ensure that all written communication adheres to agreed standards. Take decisions within own-delegated handling authority.• Aware of and comply on an ongoing basis with the rules and requirements of the Financial Service Authority (FSA). Referral point to business regarding the resolution of complaints.

Taking calls from customers, handling a huge variety of requests and queries, always ensuring the customer receives both the best possible advice and an excellent experience. When it’s appropriate, offering customers products and services, which are right for them, either selling them yourself or passing the opportunity over to a colleague. Handling own post, fax and e-mail correspondence, update customer files after each call and often liaising with other departments, and even external companies, to make sure queries are fully resolved. • Offer a high standard of customer service in any telephone contact. • Respond to customers’ needs, working to defined productivity and performance standards. • Provide information on products and services using set guidelines, procedures and systems. • Identify sales opportunities when they arise, explaining the benefits of various products. • Be aware of changes in products, services and policy to provide best advice to customers.