Business Unit: Customer Experience
Salary Range: £31,600 - £39,500 per annum DOE + red-hot benefits
Location: UK Hybrid - (Glasgow or Newcastle)
Contract Type: Permanent
Live to challenge the status quo. Live a life more Virgin.

Our Team
Our purpose is to provide support services across all of Customer Services and Customer Operations, across multi channels, both inhouse and with outsourced partners.  We are responsible for ensuring colleagues work to the plan, & are scheduled in line with customer demand, working time regulation & in line with VM principles.  We are accountable for managing performance on the day and within a 2-week outlook. 
We’re big on colleague development and therefore build learning into our daily business.
We ensure colleagues have adequate development/coaching/team time built into schedules, and we optimise performance daily, ensuring on the day absence is factored into the plan. 
We provide on the day insight into performance and providing outlook for the day ahead based trends on day so far.  
What you’ll be doing
*Leading a team of Real Time Analysts to support Customer Service & Operations teams both on telephony and digital channels
*Ensuring the Real time Team is aware of the tactics they have available to manage resource on a day-to-day basis and are knowledgeable on when and how to deploy them
*Supporting the RTA Team in the provision of meaningful performance analysis and champion the recommendations to influence key stakeholders
*Ensuring the administration of changes to WFM, other planning systems and schedules, are accurate and delivered in a timely manner, balancing business needs and priorities
*Driving and championing continuous improvement, learning from the broader industry to create new and innovative planning opportunities
*Forecasting telephony and digital volumes, working closely with digital & change teams to ensure impacts considered and factored into forecast
*Assisting the production of Impact Assessments to support mailing initiatives, change calendar and any other business requirements
*Optimising operational efficiencies with forecast headcount requirements
*Engaging with stakeholders to build strong working relationships
*Participating in improvement initiatives that contribute to the on-going development of business decisions
We need you to have
*Expert working knowledge of Contact Centre operations, disciplines and performance indicators
*SME of workforce planning approaches, tools and methodologies
*Sound data analytics skills. You will have with the ability to interpret data to make informed choices and translate complex information to enable management team decision making.
*The ability to work under pressure, during periods of change and to tight deadlines.
*Excellent people leadership skills, with a proven history of managing motivating and developing successful teams.
*Brilliant interpersonal and communication skills, with the ability to collaborate effectively with stakeholders at all levels.
*Highly organisational skills and ability to prioritise workload with accuracy.
*Ability to communicate professionally and effectively, both verbally and in writing, within all levels of the business and to external parties.
Red Hot Rewards
*Generous holidays - 38.5 days annual leave (including bank holidays and prorated if Part–Time) plus the option to buy more.
*Up to five extra paid well-being days per year. 
*20 weeks paid, gender-neutral family leave (52 weeks in total) for expectant parents and those looking to adopt. 
*Market-leading pension.
*Free private medical cover, income protection and life assurance.
*Flexible benefits include Cycle to Work, wellness and health assessments, and critical illness. 
And there’s no waiting around, you’ll enjoy these benefits from day one.
Feeling insatiably curious about this role? If we’re lucky to receive a lot of interest, we may close the advert early and would hate you to miss out.
We’re all about helping you Live a Life More Virgin, so happy to talk flexible working with you.
Say hello to Virgin Money
We’re making great strides towards achieving our ambition of becoming the UK’s best digital bank.  As a full-service digital bank with a heritage stretching back over 180 years, we’re a workforce to be reckoned with, and we’re putting the full power of our experience behind disruptive ideas that reinvent the role a bank plays in people’s lives. We’re customer-obsessed and work tirelessly to deliver on our purpose, ’Making You Happier About Money.’ This means we’re able to do banking differently, and by innovating and working together we can make a real difference by creating memorable moments and red-hot experiences for our millions of customers. Join us and Live a Life More Virgin that empowers you with choice and flexibility in how you work. 

Be yourself at Virgin Money
Our purpose is to make people happier about money, this means seeing and feeling the world as our customers do by creating a workforce that reflects the rich diversity of our customers and communities.  We’re committed to creating an inclusive culture where colleagues feel safe and inspired to contribute, speak up and be heard.  
As a Disability Confident Leader, we’re committed to removing any obstacles to inclusion.  If you need any reasonable adjustments or support making your application, contact our Talent Acquisition team
It’s important to note that there may be occasions where it’s not possible to interview all candidates declaring a disability who meet the essential criteria for the job. In certain recruitment situations such as receiving a high-volume of applications, we may need to limit the overall numbers of interviews offered to both disabled and non-disabled applicants. 
Now the legal bit
Living A Life More Virgin allows our colleagues to be based anywhere in the UK (if the role allows it), but we’ll need you to confirm you have the right to work in the UK.
If you’re successful in securing a role with us, there are some checks you need to complete before starting. These include credit and criminal record checks and three years’ worth of satisfactory references. If the role is part of the Senior Manager Regime and Certification Regime, it requires enhanced pre-employment checks - we’ll ask for six years of regulatory refere