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Role Introduction
Ensures the efficient allocation and utilisation of resources across services. This position involves managing the scheduling, deployment and tracking of services teams, ensuring the right people are available at the right time to meet Customer needs. The resource co-ordinator will work closely with customer support and professional services teams to optimise service delivery and improve overall operational efficiency.
What You Will Do
- Co-ordinate and manage the scheduling of the services teams to ensure adequate coverage during peak times, holidays, and throughout regular operations.
- Monitor and track resource utilisation across various services channels adjusting allocation to meet changing demand and service level agreements.
- Schedule small orders, working directly with Customers and service teams
- Collaborate with Customer support and professional services teams to focus staffing needs based on Customer interaction volume and operational priorities.
- Track performance metrics and operational workflows, identifying opportunities to optimise resource management and improve efficiency.
- Provide support to leadership in reporting on resource availability, capacity, and team performance to ensure alignment with business objectives
- Act as a liaison between Customer services leadership, helping to address any resource related issues or challenges promptly
What You Will Have
- Experience working in a similar role within a services function
- Be a self starter who wants autonomy within their role
- Experience using Open Air or similar project management software would be advantageous
- Strong communication skills and have confidence being customer facing
- Digs deeply into Customer feedback and drives innovations that can enable the organisation to better meet Customer future needs
- Frequently adjusts approach to ensure Customer needs are met and to improve service
- Communicates delays or problems early so other can manage their own work schedules effectively
- Foresees and resolves potential bottlenecks and delays
- Consistently demonstrates strong judgement; may be sought out by others for expertise and guidance
- Takes smart, independent action in urgent and non-urgent situations, knows when to escalate
- Takes immediate, decisive, independent action to resolve issues or problems
Who We Are
OneAdvanced is one UK's largest providers of business software and services serving 20,000+ global customers with an annual turnover of £330M+. We manage 1.5 million 111 calls per month, support over 2 million Further Education learners across the UK, handle over 10 million wills, and so much more. Our mission is to power the world of work and, as you can see, our software underpins some of the UK's most critical sectors.
We invest in our brilliant people. They are at the heart of our success as we strive to be a diverse, inclusive and engaging place to work that not only powers the world of work, but empowers the growth, ambitions and talent of our people.
To learn more about working at OneAdvanced please click here
