Job summary

The Customer Advice Delivery Enablement Team are at the forefront of work to ensure Acas’s Advice Services best meet the needs and interests of our customers and stakeholders. This work includes developing operational policy, co-ordination of activities to meet required service levels, provision of knowledge support and identifying potential for innovation and improvement within Advice that will extend Acas’s reach and impact.   

The National Operations Service Manager:

• Leads a small team responsible for forecasting, scheduling and administration of a workforce management system responsible for relevant Acas ACD services.
• Facilitates the effective deployment of staff to meet required SLA, identifying potential barriers to this and alerting relevant stakeholders, including Head of Advice Services
• Ensures schedules are built to achieve targets and comply with contractual terms and policy guidance around development time, breaks, lunches and additional non-customer facing time.
• Co-ordinates activities across the Advice service function, providing insight to support business and workforce planning
• Provides regular and ad- hoc performance reporting to multiple business areas including senior managers
• Maintains and improves relationships with internal business areas, promoting awareness of Advice Service business planning needs.
• Identifies and develops improvements and efficiencies in processes and procedures, including with the WFM system, working collaboratively with internal stakeholders and external suppliers to meet service needs.
• Builds and models a positive, inclusive and “can do” culture.

Job description

Main Accountabilities:

• Responsibility for forecasting, planning, scheduling and real time management to achieve agreed SLAs
• Developing service/s protocols, and guidelines as required, taking account of all stakeholder needs
• Facilitating the delivery of centrally agreed service levels and maximising service efficiency through effective deployment of available staff.
• Identifying risks and put in place mitigation, highlighting wider issues outside of the team’s control to relevant stakeholders with recommendations for action
• Quality assuring processes, systems and outputs related to all elements of WFM to ensure that issues are identified and rectified quickly
• Utilise the WFM forecasting and scheduling system functionality to improve efficiencies and processes
• Ensuring the work of the team and systems are carried out in line with relevant legislation (eg GDPR) and Acas policies.
• Ensuring team quality standards are maintained through coaching, feedback and training
• Building effective relationships with stakeholders across the business and with suppliers to ensure service needs are understood and met
• Overseeing production and distribution of relevant data and information to stakeholders
• Work with Senior Advice Manager, Analysts and Advice management to:   
• Coordinate and manage the Adviser resource
• Identify trends impacting on delivery of services 
• Implement opportunities for improvements  
• Identify staffing requirements and plan recruitment;  
• Plan operational activities and promotion of services; 
• Supporting the delivery of continuous improvement across the service, gathering insight and intelligence and using this to develop new approaches ready for implementation

Who we are:

Acas exists to make working life better for everyone in Britain. We are the experts in workplace matters, we’re impartial, so we’re not on anyone’s side. That means we’re working for everyone to help prevent and resolve workplace issues.

Acas helps employers and employees by providing information, advice, training, conciliation and other services that prevent or resolve workplace problems.

Acas has been recognised for its Diversity and Inclusion in the workplace from the Employers Network for Equality and Inclusion awards – Disability Confident Highly Commended; Pay Gap award winner and Overall winner for public sector organisations. Acas is committed to providing services and developing policies which embrace diversity, promote equality of opportunity and eliminate unlawful discrimination.

Person specification
Experience:

Essential:

• Knowledge of forecasting and staff scheduling for a Contact Centre environment - (Lead Criteria)
• Supporting stakeholders by providing regular and ad-hoc performance reporting
• Experience of managing resource through Workforce Management Systems (WFM)
• Utilising Microsoft Excel to create and maintain reporting spreadsheets

Desirable:

• Previous Line Management Experience
• Managing a team or service through a period of change
• Supporting continuous improvement by identifying and developing improvements in systems, processes and procedures

Benefits
Alongside your salary of £35,312, Advisory, Conciliation and Arbitration Service contributes £10,229 towards you being a member of the Civil Service Defined Benefit Pension scheme.  Service Pension provides.

We’re big believers in rewarding people for the amazing work they do, take a look at some of the fantastic benefits we offer: 

• Learning and Development;
• Health and wellbeing;
• Pension scheme;
• Cycle to work scheme;
• Childcare schemes;
• Interest free season ticket loans;
• Volunteering opportunities.

Could you ask for any more?

You’ll have access to a Lifestyle website, where you’ll be able to grab savings over a wide range of products from holidays to your weekly shop. 

Find more information & apply now