Performance & Insights Planning Manager - Customer Experience
Newcastle upon Tyne with hybrid working, currently 2 days office based and 3 days at home
Permanent, full time (37.5 hpw)
Earn circa: £50,000 pa depending on skills and experience, with brilliant benefits including health cash plan and Wagestream!
Home, a place where you belong
Are you passionate about making things run like clockwork? Love using data and insights to drive real impact? If you’re ready to lead a team that keeps everything ticking in our Customer Service Centre (CSC), this could be the perfect next step for you!
We’re looking for a Performance & Insights Planning Manager to make sure our customer service centre is always one step ahead. From forecasting, planning and scheduling to real-time performance management, you’ll ensure our team has everything they need to deliver amazing service. More than that, you’ll inspire them by coaching and leading to make every customer interaction even better. If you thrive on continuous improvement, love problem-solving, and get a buzz from seeing your team succeed, you’ll feel right at 'Home’ here.
What you’ll do
- Forecast, planning, schedule, and manage real-time performance to keep customer service seamless
- Lead a team to deliver efficient, value-for-money solutions that make a real difference
- Turn operational performance data into actionable insights that improve experiences
- Work with managers and stakeholders to enhance efficiency, quality, and customer satisfaction
- Champion continuous improvement by spotting opportunities and driving change
- Keep an eye on budgets, balancing cost-effectiveness with excellent service delivery.
Why choose us
Imagine finishing each day knowing you’ve made a real difference to our customers’ lives. That’s exactly what you’ll do here, working for one of the top 10 Great Place to Work in the UK! You’ll also have access to mentorship opportunities, helping you grow your career while shaping the future of our customer service centre.
What you bring
- Experience in workforce planning, forecasting, and scheduling in a contact centre environment
- Strong analytical skills, with expertise in performance reporting and insights (Power BI knowledge is a bonus!)
- A passion for coaching and leading a team, helping them thrive through change
- Knowledge of customer contact strategies and technology (IVR, CRM, Speech & Text Analytics)
- A problem-solving mindset, always looking for ways to improve efficiency and quality
- A collaborative approach, working with teams across the business to drive success.
We’re sorry, but we can’t offer sponsorship for this role due to certificate limits. We do review this regularly.
Our team
Looking for a job where you really belong? Where you can be, well you!. Bring your uniqueness, brilliant skills and awesome experience to deliver amazing things for our customers. You’ll join our team, who come from different walks of life and are here to support you as you make yourself at Home!
Job details
- You’ll work Monday to Friday with occasional weekend/evening working
- This is a hybrid role, currently working 2 days in the office and 3 days from home
- You’ll manage your own diary, so if you need to work from home to take delivery of your new fridge or take a longer lunch for a haircut, you can use your flexi time to manage that!
A place where you belong
We do our best work when we can be ourselves. That’s why inclusion and wellbeing shape our policies and daily practice. Our diversity networks, Multicultural, LGBTQIA+, Women, and Disability, along with peers and allies, help us thrive. Together we make Home Group a great place to work!
What’s in it for you?
- Enjoy 2 days volunteering, 34 days leave (this includes bank holidays and a "me day"!), increasing to 39, and the option to buy five days more (subject to criteria).
- Save up to £1140 yearly with our health cash plan, covering dental, optical, and therapies.
- 800+ discounts or cashback on shopping, holidays, and more.
- We’re a top 10 UK Wellbeing employer. Our tools and support are here when you need them!
- Grow your career with us, we’ll help you take the next step.
- Generous pension and 3x salary life insurance. Check more benefits online!
Ready to join us?
Click APPLY NOW to see the Performance & Insights Planning Manager - Customer Experience job description, learn about us, and for help to apply. Don’t wait, roles can close early, so apply and take the first step towards making a difference.