In this role, you will monitor real time workload volumes for both telephony and administration within our customer service teams as well as review planned activities across our customer service workforce, often taking action to achieve service level targets.
Responding to queries and requests from our customer service management, liaising with specific teams to clarify requirements and to relay relevant information, making sure improvements identified are considered and actioned.
Representing the resource planning team and customer service centre across associated forums, you will help keep the team updated with essential information, particularly related to workforce management.
What you'll do
You will help identify any skills gaps across the customer service centre and help schedule the relevant training to help strengthen the skill levels of our workforce.
You will raise any issues identified with the relevant Resource Planning or Operational Management to help avoid service detriment at all times whilst analysing agent schedules to review if they are appropriate and if there are any variances from forecast.
With the support of your manager mentor and buddy, you will have objectives to work towards to make sure you are developing during your time with us. You will have exposure to the responsibilities of a wider team by supporting projects and tasks in the department. We really want to hear your ideas throughout your time with us, so you’ll have lots of opportunity to suggest new and innovative ways of working.
We go beyond the traditional placement route to offer you the opportunity to help you learn and experience things beyond your role that will support your career development through a team challenge project with our Early Talent community.
Assessment Centres to identify the successful candidate will be held throughout April 2025 at Cobalt Business Park
About you
You will need to have successfully completed the second year of your studies and intend to return to University to complete your final year at the end of your placement.
With strong analytical, communication, management and organisational skills you will have experience of producing quality work and using appropriate controls to ensure accuracy at all times.
You will have the ability and confidence to communicate effectively with internal and external members whilst being able to present written information in a structured and balanced way, appropriate to the needs of the reader, with the ability to manage a high volume of work and multi-task individually and as part of a team.
Possessing great attention to detail, you will produce accurate work and have able to analyse data to provide recommendations on findings to make improvements.
About us
Newcastle Strategic Solutions is part of the Newcastle Building Society Group and is dedicated to the provision of outsourcing for financial services.
As an inclusive employer and member owned mutual, we aim to reflect the diverse communities we serve and encourage applications from candidates of all backgrounds. We believe everyone should feel valued, respected, and celebrated for who they are, we want colleagues to feel this is a place they belong. A place to be you
What do you get in return?
As well as receiving a competitive annual salary based on above-market pay scales, our reward package includes:
- A 35-hour weekly contract + flexible working options
- 25 days holiday each year plus bank holidays
- Bonus scheme
- Pension scheme
- Life assurance and income protection
- Access to a range of wellbeing benefits
- Electric car salary sacrifice scheme
- Cycle to Work scheme
- Above statutory family leave entitlement
- The option to buy extra holidays
- Two paid volunteering days each year
- A broad range of learning and development opportunities
- Hybrid working - we welcome any discussions around where, how and when people work including part-time hours.
