Workforce Planner London, England
Job description
Our mission
Definitely not a sweet shop.
We're the tech company making insurance more accessible and more affordable for as many people as possible.
We’re proud of our journey so far. We’ve helped hundreds of thousands of customers get fairer cover, all while being rated excellent on Trustpilot. But we’re just getting started.
Over the next 2 years, we’re planning to help even more people by launching products and services across different sectors and countries
If you're looking for a challenge, our next chapter is set to be an exciting one
How we work
We've created a culture of trust which allows us to work autonomously without fear of failure, to challenge decisions, and be heard. It empowers us to drive our own careers and to move at unparalleled speed. And because we're treading new ground, we're all mastering new skills along the way.
Explore our Culture Handbook to find out more about life at Marshmallow, or read our blog!
Customer Operations
You’ll be primarily supporting the Customer Happiness and Customer Retention Teams, and may sometimes be required to support other teams within the wider Customer Operations function (Complaints, Ops Support, Quality Assurance). Providing customers with exceptional care is at the heart of everything we do at Marshmallow, so ensuring their happiness and retaining their loyalty is a key driver in the future of our success.
By joining a scale-up environment and starting in a brand new role, we expect you’ll be excited by the prospect of moving fast and adapting to change. And whilst your main focus will be coordinating schedules and team workload to optimise our efficiency and workload management, like all roles at Marshmallow we will encourage you to collaborate with your teammates to find the best solutions and improvements to our processes, setting us up for success.
What you’ll be doing
You’ll be responsible for:
You’ll have sole responsibility for ensuring appropriate staffing within the Customer Happiness and Retention Teams, enabling our agents to deliver a great customer experience and reach our SLAs in the most efficient way possible
Monitoring daily inbound volumes and making necessary adjustments to ensure appropriate staffing on all shifts
Delivering monthly rotas (at least one month in advance) for both our UK-based and Hungary-based teams, optimising agent utilisation and maximising agent satisfaction by providing fair, flexible shift patterns
Using forecasts, data and knowledge of external activities and events (for example marketing initiatives and public holidays) to implement an optimal rota
Working closely with our data analyst to stay on top of trends and forecasts that may impact team capacity
You’ll have a strong understanding of our minimal daily/weekly L1 and L2 headcount to keep operations effective, and will be expected to communicate regular updates on this
In situations when our capacity and resource are insufficient, you’ll be responsible for implementing solutions, for example deploying specific resources to specific channels where needed, turning off a specific chat flow inbox
Working with tools including Assembled and Intercom as part of your day-to-day, including managing the relationship with our account managers, and helping us procure new tools as and when the need arises
Adapting and creating new scheduling solutions as we evolve our team structure and workflow management
Implement initiatives to maximise productivity with the resource we have and are forecasted to have, including changes to how we service our customers
Who you are
You have an analytical and data-driven approach to problem-solving
You’re able to work independently, prioritise your own workload and deliver to tight deadlines, whilst maintaining attention to detail and accuracy
You enjoy working with data and have a great eye for detail
You are a self-starter who is ready to take ownership of new processes
You are organised, have good planning skills, and can be relied upon to get things done
Working in a fast-paced scale-up means that you have to be adaptable and excited by the prospect of moving fast, and you’re able to prioritise and reprioritise with ease.
You’re proactive and use your initiative to find solutions
What we're looking for from you
Experience using a rota/workforce management tool (e.g. Assembled)
Experience using data analytics platforms (e.g. Looker)
Experience working with data and using Google Sheets
Experience in an online customer support role
Perks of the job
Flexible working :Spend 3 days a week with your team in our new collaborative London office, and own your own working hours. The rest is up to you
- If this arrangement doesn’t work, don’t let it hold you back. We’re always open to making reasonable adjustments if this is a barrier to you in any way. Let us know and we’ll talk about our options.
Flexible benefits budget - £50 per month to spend on a Ben Mastercard meaning you get your own benefits budget to spend on things you want. Whether that’s subscriptions, night classes (puppy yoga, anyone?), the big shop or a forest of houseplants. Pretty much anything goes.
Learning and development – Personal budgets for books and training courses to help you grow in your role. Plus 2 days a year - on us! - to further your skillset
Mental wellbeing support – Access therapy and mental health sessions through Oliva
Competitive bonus scheme - designed to reward and recognise high performance
Private health care - Enjoy all the benefits Vitality has to offer, including reduced gym memberships and discounts on smartwatches
Medical cash plan - To help you with the costs of dental, optical and physio (plus more!)
Tech scheme - Get the latest tech for less
Plus all the rest; 33 days holiday (including bank holidays), pension, cycle-to-work scheme, monthly team socials and company-wide socials every month!
Our Process
We break it up into 3 stages:
A Video screen with one of the Talent Acquisition Team (30mins)
A Technical interview where we will discuss your previous and technical experience with two of our Operations Leads (1 hour)
A Culture stage Interview with a senior member of the business (1 hour)
Background checks
To meet our regulatory obligations as an FCA-authorised financial services company, we need to do some background checks on all new hires. That means carrying out a DBS check and making sure you don't have any live criminal proceedings. Feel free to ask our Talent Acquisition team if you have any questions about this!
Everyone belongs at Marshmallow
At Marshmallow, we want to hire people from all walks of life with the passion and skills needed to help us achieve our company mission. To do that, we're committed to hiring without judgement, prejudice or bias.
We encourage everyone to apply for our open roles. Gender identity, race, ethnicity, sexual orientation, age or background does not affect how we process job applications.
We're working hard to build an inclusive culture that empowers our people to do their best work, have fun and feel that they belong.
