Have you worked in a contact centre previously and are competent using excel? Have you got proven organisational & prioritisation skills? Are you looking for a new opportunity whereby you can learn and develop? If you've answered yes, then you could be the right person to join the Operations strategy team as a Dialler and Resource Planner in our Kings Hill office, ME19 4UA.
What you can expect as a Dialler & Resource Planner:
Our team here at Cabot Financial have done some amazing initiatives this year all in aid of improving our well-being. We understand the importance of feeling valued and taking time away from our every day-to-day role to feel our best. We've had the opportunity to do 'PawTherapy', Yoga classes, Monthly massages, food initiatives such as weekly fresh pastries, Pizza Vans, Ice creams, brunches and a whole load of other fun events In addition to this, you'll receive:
* Full time (37.5 hours per week)
* Permanent Contract
* Work from our Kings Hill office
As part of the Dialler and Resource Planning Team, you will take on a varied role that includes planning the day for several sites and keeping track of key data.
You'll help reduce risk by using the tools and processes available, while also looking for ways to make our work more efficient.
You will forecast incoming workload, plan staffing levels, build schedules, approve annual leave, and monitor real‑time performance to help the operation run smoothly. Overall, you will help ensure we have the right people, with the right skills, in the right place, at the right time.
Key responsibilities include:
* Report any system issues to the right teams and external partners.
* Help plan ahead by forecasting workload and communicating clearly with others.
* Review performance and customer data to spot trends or issues.
* Share regular updates to keep stakeholders informed about plans and progress.
* Respond quickly to underperformance and suggest changes to improve results.
* Support basic testing of Dialler and Planning systems.
* Take part in project work and ad‑hoc tasks when needed.
* Create accurate workload forecasts using trends and business insights.
* Work with the Operations Analytics Team to access the data needed for daily tasks.
* Ensure all planned activity is included in the most up‑to‑date schedules.
* Flag when staffing levels can't support a plan and work with leaders to find solutions.
* Build short‑, medium‑ and long‑term forecasts for workload or call volumes.
* Plan staffing needs to make sure we have the right number of people available.
* Use trend and seasonal data to improve forecast accuracy.
* Manage shift patterns, annual leave requests and skill‑based allocations.
* Create schedules that balance service levels, productivity and team needs.
* Keep Workforce Management tools and schedules up to date.
* Work closely with operational leaders to prepare for upcoming changes.
Things we need from you:
Knowledge & Experience
* Knowledge of Collections/Financial recovery desirable
* Excellent verbal and written communication skills
* Intermediate Excel Skills
* High level of computer literacy, with a focus on Presentation/PowerPoint skills
* Proven organisational and prioritisation skills
* SQL knowledge desirable
Personal Attributes
* Excellent problem solving skills - methodical and logical
* High level of attention to detail
* Ability to work with others to resolve issues
* Ability to build strong business relationships
* Determined and focused
* Enthusiastic and positive
* Ability to be flexible with working hours in line with business need
* Professionalism and diplomacy
* Positive 'can do' attitude
What happens next?
If this sounds like you and you'd like to join our rapidly expanding company that offers excellent career progression, then apply now
Working for Cabot:
You'll be working for an award winning; Investors in People Gold accredited organisation. We're passionate about the ethical treatment of our customers and employees. Our mission is to create pathways to economic freedom. Our vision is to make credit accessible by partnering with our consumers to restore their financial health.
Diversity and inclusion are very important to us at Cabot, and we value a multitude of diverse talent within our business. We want everyone to be themselves at work and encourage a culture that includes everyone. Our policies ensure that every candidate and employee are treated fairly and with equal opportunities.
**At Cabot we are highly regulated by our clients, as such, any successful candidates will have to undergo a basic credit check and criminal background check. Please note that we are unable to proceed to interview stage if a CCJ, IVA or Bankruptcy appears on a credit file, or if you do not have full right to work in the UK – we are unfortunately unable to offer sponsorship.