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Location: Hamilton/Wilmslow/Bracknell - Working from home and office working required
Hours of work: 36.25, core hours with weekends on a rotation
As a Service Delivery Administrator you will be responsible for maximising on the day operational efficiencies across the customer facing operation of the customer care estate to ensure the balanced delivery of agreed service levels through the effective utilisation of Partners on a real time / intra day basis in an ever-changing environment. Your primary focus is Yesterday, Today and Tomorrow providing up stream information on the performance achieved to the scheduling team and forecasting team enabling these teams to have a 360 degree view of the plan outcomes.
You will be responsible for ensuring the effective balance of Partner resources across all contact channels to achieve service level agreements within Customer Care and you will play a key role in driving a consistent customer experience, driving efficiencies and operating in an agile way.
You will be required to build and maintain good working relationships with both internal departments and other functions. You will ensure all service activities are monitored and provide real time communication to identified stakeholders, highlighting operational issues for swift resolution minimising risk to service delivery. You will work collaboratively with stakeholders and ensure risks to service delivery are understood and minimised.
In relation to the above you will also be responsible for the maintenance and upkeep of the Work Force Management (WFM) platform and related products to ensure you always have an accurate view of the resources available to you and the records within the WFM reflect the data that we hold within the partnerships HR system.
Qualifications and Experience skills you’ll need
Prioritisation
Works well under pressure
Decision making
Stakeholder management & engagement
Customer centric mindset
Essential
Experience in a planning environment with workforce management software
Experience in a planning environment within a Multi Channel Multi Site Contact Centre
Good working knowledge of spreadsheets such as Microsoft Excel or Google Sheets
Experience which demonstrates effective management of data with high accuracy results
We’re the largest employee owned business in the UK and home of our cherished brands, John Lewis and Waitrose. We’re not just employees, we’re Partners, driven by our purpose to build a happier world. As we look to our future, there’s never been a more exciting time to join us.
We’re ruthlessly focused on being brilliant at retail. We continue to innovate, adapt and diversify. Never Knowingly Undersold on price, quality and service in John Lewis and passionately serving food-lovers in Waitrose.
As Partners we all share the responsibility of ownership and in its rewards. We use our voices to contribute to our success, working together through the good and challenging times, holding true to our behaviours and treating everyone with kindness and respect.
We all own making the Partnership somewhere we belong. Embracing our differences and creating an environment where we’re free to be ourselves and can THRIVE. Growing ourselves individually, and as a collective.
As Partners, we make all the difference. And, we all own it.
Important points to note:
It’s important to note that some of our roles are subject to pre-employment vetting (which may include DBS checks for successful candidates). If required, you’ll be informed and provided with information about vetting during the recruitment process and we encourage you to complete any vetting documents quickly to avoid delays. Any DBS checks required will be carried out by a third-party registered body and financial probity checks may also be required for some of our roles.
We also recommend that you apply as soon as possible as vacancies can close early if we see a high number of applicants.
We want all of our Partners to have a good work-life balance and we support flexible working. This might mean flexible or compressed hours, job sharing or shorter hour contracts, where possible. Please discuss this further with the hiring manager during your interview.
We believe in ensuring our Partners have access to a complete spectrum of benefits whilst in the business. After all, our Partners make our Partnership what it is.
Learn a new skill or become more proficient in your hobbies by claiming up to half the cost of certain tutored courses which you pay for yourself (up to a maximum of £250 per year).
25% off at John Lewis and 20% at Waitrose. We know you’d like this one! (some exclusions apply)
From arts & crafts to fishing, from skiing to running, we have so many clubs and societies bringing Partners with shared interests together.
Enjoy a generous holiday provision. Plenty of time for some rest and relaxation. (The amount of holiday you’ll get depends on your role and working hours. It increases over time).
Secure your future with our comprehensive pension scheme and life assurance.
Recharge and reconnect at our exclusive Partner hotels in locations across the UK!
Learn a new skill or become more proficient in your hobbies by claiming up to half the cost of certain tutored courses which you pay for yourself
25% off at John Lewis and 20% at Waitrose. We know you’d like this one!
Enjoy a generous holiday provision. Plenty of time for some rest and relaxation.
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