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Dementia Support Line Resource Planner London, England

Alzheimer's Society

Full Time London, England 28038 - 30620 GBP ANNUAL Today

Job description

About The Role

Closing Date: 4th October 2023.

Hours: 35 hours per week. Some evening and weekend work may be required.

Office Location: Hybrid, minimum 2 days per week at our Birmingham, Warrington or Belfast offices. UK travel to other locations maybe required.

We reserve the right to close this vacancy early if we receive sufficient applications for the role. Therefore, if you are interested, please submit your application as early as possible.

About the role

The Dementia support line is open 7 days a week and receives an average of 6000 calls per month presently, with an ambition to grow this in line with our Help and Hope Strategy.

Reporting to the Senior Dementia Support Line Manager, we are looking for someone who can implement our recently acquired workforce management tool to enable the service to continue to meet its KPIs meaning that callers to the Dementia Support Line receive timely support at first point of contact. We are looking for an individual who understands the value of resource planning, to join our current Dementia Support Line Management team.

This role will give you a chance to really make a difference to people who need our support via our Dementia Support line, by delivering analysis of volume trends to ensure accurate forecasting, development and deploying the right processes to optimise forecasting and tracking of activities will be essential to underpin our growth aspirations.

About you

To ensure we can meet the needs and demand to support people living with dementia and their carers when they need it most, we are looking for an experienced resource planner, who can hit the ground running. You will have thrived in a busy multi-channel support or helpline environment and be able to demonstrate the impact of your work.

Using the planning tool and other agreed methods you will schedule resource to deliver optimised staffing levels to meet demand. You will manage the shift schedule process, considering annual leave, non-working days, other absences including but not limited to training, staff briefings, 121s etc.

You will build real-time operation visualisation to improve efficiency, produce performance reports for teams and individuals.
You will attend and lead forecast update meetings as well as performance review meetings.
A strong collaborative ability to interact and influence will be essential, you will promote a positive and friendly culture and demonstrates ethical behaviour.
You will be methodical, have an inquisitive mind and proactively seek continuous improvement to ensure the service we deliver can be the best it can be.
You will be a solution focused individual who is confident to challenge existing operational processes and methodology when reviewing procedures or approaching problems.
Using your analytical skills, you will identify patterns and trends, interpret data, and consider new information to inform resourcing decision on those factors.
You will have an agile approach and be able to make autonomous decisions in a timely manner, considering both the immediate and long-term consequences.
Flexibility, positivity and resilience when faced with multiple demands, shifting priorities, ambiguity, or rapid change are essential skills.
You will understand the environment in which we operate and stay abreast of issues and events that have an impact on the service.

About Alzheimer's Society

At Alzheimer's Society, we believe passionately that life doesn't end when dementia begins. We are here for anyone affected by dementia, and we do everything we can to keep people with dementia connected to their lives and the people who matter most.

Everything we do is shaped by people affected by dementia. Their knowledge and experience are critical to bringing about real-world solutions. From choosing the most promising research through to telling their stories to raise awareness; they are the heart of this organisation.

Our Values

We are Determined to make a difference when and where it matters most, by being passionate, focussed and making a lasting impact for people affected by dementia.

Every one of us is a Trusted expert, listening, learning and using evidence and experience. We are Better together by being open, combining our strengths, helping us to achieve more together. We are Compassionate, we are kind and honest, and we don’t shy away from challenges.

Through our values we will make the greatest difference for people affected by dementia.

Equal Opportunities

We want everyone we work with, as a colleague, volunteer, supporter, or someone we support, to feel included and that they belong at Alzheimer's Society.

We are committed to building a diverse organisation that represents the communities we serve and ensuring inclusion in everything we do. During your recruitment process we want to make sure that you bring your whole self and be at your best.

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