Real Time Officer
| Dyddiad hysbysebu: | 02 Hydref 2025 |
|---|---|
| Cyflog: | £30,674 bob blwyddyn |
| Oriau: | Llawn Amser |
| Dyddiad cau: | 16 Hydref 2025 |
| Lleoliad: | Plymouth |
| Cwmni: | Government Recruitment Service |
| Math o swydd: | Parhaol |
| Cyfeirnod swydd: | 430499/1 |
Crynodeb
We champion the values of professionalism, integrity, respect and innovation. We are committed to providing a collaborative and supportive working environment that encourages every colleague to contribute, grow and excel together. With opportunities to drive your own development and growth, we empower our colleagues to succeed by ensuring support at every step of their career journey.
Real Time Officer – Customer Service Officer - Role Overview
The Real Time Officer is accountable for ensuring that the Customer Service Centre (CSC) have the right people with the right skills, in the right place at the right time to achieve agreed service levels.
The CSC sits at the heart of our operations here in the Valuation Office Agency. The CSC is the first point of contact for our customers, and you will play a crucial role leading our colleagues to support our customer’s needs and upholding the agency’s reputation.
For an insight into working for The Customer service Centre within the VOA, please click on the video link below.
https://youtu.be/CAPxCn3yF0Q?si=mD-ljGtMDofEA5g7
Key responsibilities
- Work collaboratively with the Contact Manager, Scheduling Manager, Operational Managers, and advisors to ensure adherence to the forecasted working patterns by proactively monitoring all real time activity, utilising Odigo reporting and any other means available to them.
- Use IT tools to monitor real time call traffic for the various Service Lines within the CSC to ensure VOA service level targets.
- Monitor availability of suitably skilled staff to meet workforce requirements. Take appropriate timely action where unexpected resource levels are identified or where call volumes differ from forecast, liaising with Hub Managers, Team Leaders, and site colleagues, to ensure enough suitably skilled staff are made available when required.
- Ensure the required daily staffing information is reported to the Contact Manager within agreed timeframes, and feed real time requests for schedule changes into the Scheduling Manager as appropriate and in the agreed format.
- Highlight any risks to service level at the earliest opportunity and escalate issues to the Contact Manager and Operational Managers where appropriate. Feedback anomalies and non-adherence issues to the Contact Manager, Operational Managers, and site colleagues.
Aelod balch o'r cynllun cyflogwyr Hyderus o ran Anabledd