Operations Control Co-Ordinator

About us  

We are The Very Group and we’re here to help families get more out of life. We know that our customers work hard for their families and have a lot to balance in their busy lives. That’s why we combine amazing brands and products with flexible payment options on Very.co.uk to help them say yes to the things they love. We’re just as passionate about helping our people get more out of life too; building careers with real growth, a sense of purpose, belonging and wellbeing. 

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, the shift pattern for this role is Monday-Friday 13:00-20:30

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 circa 800 FTE.
• 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. 

Closing date for the role is Friday 17th October.

Some of our benefits

• Flexible, hybrid working model
• Inclusive culture and environment, check out our Glassdoor reviews
• 23 days holiday + bank holidays.
• Udemy learning platform.
• Bonus potential (performance and business-related).
• Up to 25% discount on Very.co.uk
• Matched pension up to 6%
• More benefits can be found on our career site

How to apply

Please note that the talent acquisition team are handling this vacancy directly, and if successful in securing this role, you may be required to undertake a credit, CIFAS and CRB check.

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:

There will be an initial screening call with the Talent Acquisition team to discuss you’re your profile and the role in more depth.

Equal opportunities

We’re an equal opportunity employer and value diversity at our company. We do not discriminate based on race, religion, colour, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.