The posting
About us
We’re the team behind digital retailer Very.
Our purpose, helping families get more out of life, powers everything we do.
And we want our people to get more out of life too! If you’re high-performing, ambitious and make the most of every opportunity, we want to hear from you. In return, you’ll enjoy heaps of flexibility, great perks and benefits, and the freedom to be yourself, keep learning and take your career wherever you want it to go.
If you love making a difference, you’ll love making it sparkle for millions of Very customers. ✨
About the team
The Operations Control team ensure the operation runs efficiently by deploying the right level of resource to meet customer demand. The resource is monitored in real-time on a continual basis and adjusted to ensure that we are effective as an operation but also compliant against regulations.
This is an ideal role for someone who is passionate about data, who can spot trends and patterns and someone who thinks of themselves as a natural problem solver. You will in return be given lots of support and development, working as part of a fun, creative and encouraging team.
About the role
Please note this role follows a shift pattern of Monday, Tuesday, Friday 11:00-18:30, Wednesday and Thursday 12:30-20:00.
This role focuses on analysing and interpreting data to ensure robust and accurate real-time decisions are made to maximise efficiency, productivity, performance as well as service delivery to our customer. Workforce management or service level experience in a call centre would be advantageous. Likewise, if you have experience supervising real-time data, we would love to hear from you!
- Leading and facilitating accurate real time tracking of resource supply including shrinkage management, across the customer care estate.
- Working collaboratively with Ops Control Analysts to make informed decisions to improve resource efficiency, productivity and performance.
- Outbound dialler management for Collections and Insurance campaigns, ensuring file utilization and efficiency.
- Real time monitoring of all channels across the customer care estate, providing stakeholders service levels updates per line of business.
- Building excellent relationships with planning and operational teams, maintaining two-way feedback channels, handling difference of opinion in order to deliver the best plan.
- Manages all user security set up for all systems for the Customer Care contact centre staff, with robust controls for joiners, movers and leavers.
About you
Passion and pride in your work and a natural desire to connect, lead, collaborate and be a team player is a must. This is an opportunity to play an important part in The Very Groups ambitious journey and an exciting, purposeful role which can make such a positive impact for the business and the future.
Some of our benefits
- Flexible, hybrid working model
- £250 flexible benefits allowance to suit your needs
- 23 days holiday + bank holidays
- LinkedIn Learning access
- Bonus potential (performance and business-related)
- Up to 25% discount on Very.co.uk
- Matched pension up to 6%
How to apply
Please note that the talent acquisition team are managing this vacancy directly, and if successful in securing this role, you will be required to undertake a credit, CIFAS, Right to Work checks and if a specific requirement of your role a DBS (criminal records) check. Should your application progress we require you to let the team know if there is anything you need to disclose in relation to any of these checks prior to them being undertaken, including any unspent criminal convictions.
What happens next?
Our talent acquisition team will be in touch if you’re successful so keep an eye on your emails! We’ll arrange a short call to learn more about you, as well as answer any questions you have. If it feels like we’re a good match, we’ll share your CV with the hiring manager to review. Our interview process is tailored to each role and can be in-person or held remotely.
You can expect a one-stage interview process for this position:
1st stage - A 60-90 minute interview, ideally in person with the hiring team to discuss your skills and relevant experience. This is a great opportunity to find out more about the role and to ask any questions you may have.
As an inclusive employer please do let us know if you require any reasonable adjustments.
Diversity, inclusion and equal opportunities
We’re building a culture of everyday inclusion, and welcome applications from anyone who believes they can do the job. We don’t discriminate based on age, disability, gender reassignment, marriage or civil partnership, pregnancy or maternity, race, religion or belief, sex, or sexual orientation.
We want our recruitment process to be accessible to everyone. If you need reasonable adjustments to apply, interview, or perform a role, let us know via [email protected]. We’ll be happy to support you.
We’re proud to be a Disability Confident Committed Employer and have nine brilliant colleague networks - including DAWN (Disability Awareness at Very) and Think (Neurodiversity at Very) - that are helping us make Very an even more inclusive place to work.
