Key Responsibilities:-- Design and deliver effective workforce planning analysis including recruitment, promotion and succession planning to meet the medium and long term resourcing needs of the Force, in line with strategic and operational priorities.- Conduct research into local, regional and national demographic and social trends identifying and examining factors likely to impact on the availability of skills needed to deliver policing services, including assessing labour market issues, to inform workforce planning activities. - Develop and co-write reports as required to ensure workforce planning and resource forecasting activity is fully integrated with financial forecasts.- Develop and manage a set of tools and processes to meet the Force's needs in relation to resourcing, workforce planning, forecasting and talent management.- Work with managers across the Force to gather and share resourcing intelligence to strengthen the organisation's resource planning capability and to ensure the necessary actions are taken to meet resourcing needs.-Develop, manage and update an establishment and resource planning framework including a vacancy forecasting model and resourcing supply plan, to provide informed resourcing and workforce planning advice to the appropriate decision makers.- Participate in workforce planning and resourcing meetings to ensure that decisions regarding the recruitment, retention and development of sufficiently trained officers and staff are underpinned by robust analysis and all required information is available to support senior leaders decision-making.

Responsible for using all available data and assumptions to monitor and plan the resource required to support the delivery of world class service intra-day and for the year ahead.·Experience of large-scale contact centre or customer services teams·Able to evidence application of contact centre forecasting methodologies·Able to focus own and team’s work to the best outcome from the customer perspective·Planning and managing resources to deliver against performance targets·Attention to detail, proofing and evaluating·Advanced skills in excel and databases and has used workforce management tools·Able to influence outcomes to improve processes and the customer experience

• Effectively convert business volumes and assumptions into accurate multi-department forecasts, operational resource plans and schedules, consistent with long term forecasts• Responsible for the production of daily/weekly/monthly operational resource plans that deliver optimal efficiency, best customer service and acceptable working patterns for employees• Utilise historical data and activity forecasts to develop accurate headcount models that provide capacity modelling, service level forecasts and supports recruitment strategy decisions. • Cascade peak periods and seasonality changes to all management teams affected to ensure forecasts can be met.

• Collating large amounts of customer feedback survey data.• Data interpretation and manipulation to identify key areas of improvement.• Deep dive analysis to establish source of customer satisfaction/dissatisfaction.• Presenting results and recommendations via a variety of methods to key stakeholders in the business• Considerable experience of MS Office suite, with main competence in MS Excel and MS PowerPoint.• Communicating with different areas of the business to extract desirable outcomes.

• Provide leadership and direction to the team of advisors ensuring they are inspired, motivated, managed and developed to maximise business performance in sales and customer service to help them reach their full potential. • Lead the advisors in the delivery of the based balanced scorecard measures and the delivery of their contribution to the overall contact centre business plan • Lead the advisors in the effective implementation of the Telephony processes ensuring that they are compliant • Ensure the effective implementation of all people processes including one to ones, HR administration processes, personal development plans and performance management processes across the team ensuring that optimal resources are delivered to meet the require service levels across the teams • Ensure that any change implemented in the team is fully embedded • Take personal responsibility to introduce, support, sustain and input into bank policy and other central initiatives; creating an open and participative environment with effective teamwork, leadership and communications. • Ensure all business within Telephony is compliant with all legislative / regulatory requirements including the Bank’s Book of Instructions, standards and reporting requirements in order to reduce commercial and personal risk and operational loss. • Lead the cultural, behavioural and business changes necessary to achieve the continuous development of a customer orientated business, ensuring the effective implementation and exploitation of change. • Carry out complaints observations and first line file checks to confirm colleague competence and sign-off against the Complaint Handling Policy requirements. Coach and support colleagues through all stages of attaining and maintaining Complaint Handling competence. Undertake regular Quality Assurance monitoring to support the delivery of fair customer outcomes providing feedback to consultants within 48 hours