Fittleworth, first founded in 1984 out of a small family garage, is now one of the UK’s leading home dispensing companies. We pride ourselves on providing a personalised, trusted and dedicated first-class home delivery service to our clients catering to all stoma, continence and wound care appliance needs. 

Reporting into the Customer Service Manager, the successful candidate will take ownership of optimising the resources of the Customer Service Department to help deliver exceptional service and achieve business goals. To do so you will: 

• Plan and forecast staffing requirements and working activities; looking into the creation of optimal schedules and real-time (intra-day) management to support our customer call flows and work requirements 
• Analyse and monitor data in real time to understand current and future call volumes and workload
• Create suitable shift patterns, break schedules and time allocation for off-phone tasks (ie. 1-2-1s, training, coaching etc.) to ensure adherence to our agreed SLAs and minimise disruption to our service 
• Plan workload for approx. 100 FTE across different sites 
• Forecast trends and plan effectively for seasonal peaks in advance 
• Provide guidance and reporting to the Customer Service Leadership Team on maximising resource and activities 

Skills required to be successful:

• Experience in workforce management and using workforce management tools 
• Customer driven with a passion for continuous improvement 
• Highly proficient Excel skills with confidence in effectively analysing large quantities of data to make sound recommendations 
• Skilled in complex problem solving and critical thinking 
• Highly organised with an emphasis on accuracy and timeliness whilst being adaptable to change
• An effective communicator and relationship builder  

This is a on a 6 - 12 month fixed term contract basis working 37.5 hours per week during Monday to Friday, 08:00am - 18:00pm. 

As well as priding ourselves on the commitment we provide to our clients, at Fittleworth we also recognise the commitment to our employees in providing an engaging and rewarding working environment. As such, we are Great Place To Work certified and we offer:

• a competitive salary with annual review
• private healthcare
• insurance cover
• a highly competitive pension scheme
• 25 days holiday (plus statutory Bank Holidays)
• access to our bespoke reward and discount platform for major retailers
• access to a wide range of employee wellbeing services
• cycle to work scheme
• access to our award-winning culture of going the extra-mile

Any personal information you share with us will be treated in line with our company Privacy Notice, available via legal notices on our website. Fittleworth provides equal employment opportunities to all employees and applicants for employment without regards to race, religion / belief, sex, sexual orientation, marital status, pregnancy, maternity, national origin, ethnic background, disability, or age.