What you'll do
This is a hybrid role which includes weekly travel to our office in Bridgwater, Somerset.
Toolstation is looking for a proactive Resource Planner to join our ever expanding Call Centre team in Bridgwater.
Our Call Centre is at the sharp end of our business, ensuring that our customers get the very best service every time they contact us. They handle around 18,000 phone calls a week from customers across the UK, as well as answering questions by email and social media.
You may already know that Toolstation is part of the Travis Perkins Group with over 20,000 colleagues and 8 different businesses. This means that there are plenty of opportunities to develop a long standing and rewarding career no matter which path you decide to take.
Day-to-day
Forecasting. Delivering analysis of large volume trends to ensure accurate forecasting. It’ll be up to you to make sure our staff levels are accurate, so you’ll plan ahead for both call and non-call workloads to make sure we continue to make our customers happy. It's all about making sure we have the right people, in the right place, at the right time.
Monitoring. Things change quickly here, so you’ll not only be looking at the future you’ll be looking at things real time too.
Reporting. You’ll be working closely with other members of the business using the reports you’ve created and analysed to highlight trends in customer contact or areas where there’s the opportunity to increase work rate and department productivity
Planning. Looking forward again, you’ll plan for the future, working with other departments to make sure our recruitment plans are well informed with required resource requirements in the future.
What you'll bring
Experience. You’ve worked in Contact Centres before which means you’re well versed with the workloads and priorities that we have. Here in Toolstation's Contact Centre we use Injixo as our WFM system, the ideal candidate would have experience in using a WFM system which ultimately ensures productivity is at it's highest and risks are reduced.
A love for data. You're passionate about data, and spreadsheets are your thing. What you really love is delving into the data and painting a picture to provide insight and possibilities.
Common sense. Methodically minded, you’re conscientious in your approach which means you’ll respond well to pressure, keeping your cool and focusing on the task in hand.
Relationship focused. You see the value in building strong and collaborative working relationships and naturally build report.
Reliability. Be there when we need you, be flexible and fun to be around.
Yourself. Bring your whole self to work and let your true personality shine through.
What you'll get
Joining our team means joining a business built around people: our customers and our colleagues. You’ll find every opportunity to be yourself and to bring your personality and potential to work. Wherever you join us, you’ll also find some of the most secure opportunities in retail and so many more opportunities to take your career in retail wherever you want – up the ladder or across the business. And because we want to do our best for you, you’ll be supported all the way with training, development and benefits that are some of the best in retail.
Toolstation. The story so far.
We’re one of Britain’s fastest growing multi-channel retailers of tools, accessories and building supplies and an integral part of Travis Perkins plc. The trade, home improvers and self-builders all trust us to deliver a lot more than tools. Our store expansion programme and the size and diversity of our Group, means we always have opportunities for ambitious people who want to grow with us.
To apply
Caught your interest? Want to know more? Take a look at www.toolstationjobs.com or simply hit apply
Our policy is to employ the best qualified people and provide equal opportunity for the advancement of employees including promotion and training and not to discriminate against any person because of gender, race, ethnicity, age, sexual orientation, religion, belief or disability
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