Reporting Lead (12m FTC)
We are looking for a Reporting Lead to join our Customer Service team based at our Distribution site inFrating, Colchester on 12-month fixed term contract, working 27 hours a week, covering a period of parental leave. We expect this role to commence in September.
What’s the role?
Reporting to the Head of Customer Services, this role is accountable for all the department’s data and information. This person will produce meaningful reports and insight that is clear, timely and accurate on all aspects of Customer Service performance. This role is critical in ensuring that customer experience within our company is enhanced and resources are maximised.
To produce daily, weekly, monthly, quarterly and yearly statistics at individual, team and department levels
To be accountable for the accurate forecasting of all customer contact volumes and delivering plans to match resources to meet KPIs
Responsible for creating and managing Management Information (MI) systems and databases to ensure effective communication of operational data
To be the owner of the Customer Service dashboards and KPIs with responsibility to update and improve reporting and to work with the Leadership Team to deliver operational updates
To build ad-hoc reports when needed, to meet business needs
To be responsible for the delivering of training for the telephony system to ensure that advisors are using the correct coding to correctly feed through to the reporting
To be responsible for the training and ongoing updating of the Team Leaders on statistics and reporting so that the information is being used to optimise performance
What are we looking for?
In order the run these reports, you’ll need to be confident using and have good working knowledge of Microsoft Excel
You’ll need to have had experience working with and analysing data, reports and statistics
An eye for detail is crucial as you’ll be interpreting the data and providing others with condensed, easy to understand information
You’ll be a confident communicator and have exemplary written and verbal skills
Great organisational skills are a must, as well as the ability to manage your own workload and prioritise tasks as necessary
What’s important to us is that you are eager to learn, can easily pick up on details, and that you understand the importance of delivering world-class customer service. We’ll, of course, train you up on our systems and give you all the tools you’ll need to succeed.
If you’d like to apply for this vacancy, please submit your CV and Cover Letter by midnight on Tuesday 16th August
What you can expect from us
Salary: Between £21,000 – £27,000 (pro-rated) depending on how your skills and experience align with the role, plus bonus and benefits.
This role will be based at our site in Frating – where free parking is available – but hybrid working is available, and can be discussed at interview. Interviews will be held on site at our Frating office, in combination with a few tasks.
Our employees are the heart of our business. We have a range of benefits to reflect our commitment to our employees, some of which are:• 27days paid holiday entitlement in year one (plus bank holidays), increasing a day each year up to 30 days• Medical cover• Life assurance• Cycle to Work scheme• Discounted gym membership• Generous pension scheme• Summer working hours (role dependent)• Volunteering policy and charity matching• Employee Assistance programme• Mentoring programme• Extended gender neutral parental leave• Access to books and eBooks across Penguin Random House UK• Each site has trained mental health first aiders• We plant a tree for every new employee to our business
Our creativity is inspired by different perspectives, so we want our culture to be one of belonging, where everyone feels welcome and where differences are celebrated.
As aDisability Confident Committed organisation, we’re part of the offer an interview scheme. This is where disabled applicants who meet the essential criteria for the role can opt in to get to the next recruitment stage. There may be some situations where volume of applicants means we can’t take all eligible candidates to interview.We want to make sure disabled applicants can be their best at each step of the recruitment journey. If you need adjustments during the application process, we encourage you to get in touch with us at http://[email protected].Remember, you only need to share what you are comfortable to for us to support your adjustment request. Find out more about our approach here: www.penguinrandomhousecareers.co.uk/applying-for-roles-with-a-disability
We partner with The Book Trade Charity, who provide financial assistance for people looking to get into the publishing industry; you can find more information and talk directly here: http://booktradeentrysupport.org/Please note, we are not able to accept agency CVs for this role. Any CVs sent speculatively will not be eligible for a fee.