Scheduling Team Manager - - 2546 - Tesco Bank

General information

Job Title

Scheduling Team Manager

Ref #

9244

Location

Glasgow

Department

IMS - Motor

Business Area

Product

Working time

Full-Time

Date Published

31-03-2025

Serving our customers, communities, and planet a little better every day.

Salary - from £33,040+ with annual bonus and benefits.

WL2

Location: Glasgow or Newcastle (if you will be based in Newcastle, there will be a requirement to travel to the Glasgow office occasionally)

Office Attendance - Our roles are hybrid; you should be able to work in our offices 2 days per week.

Closing Date: Monday 14th April

We deal in the personal – from pet insurance for your best friend, and home insurance for peace of mind, to motor insurance for your dream car or travel money for that trip you’ve worked hard for. And that means we always work with heart. Whether we’re helping our customers or looking after our people, you’ll find there’s a warmth and friendliness to everything we do.

Opportunity

This is an exciting opportunity as a Scheduling Team Manager within the Workforce Planning and Scheduling Team. You would be at the forefront of the business - the foundation of how we deliver for customers and colleagues every day. You’ll be responsible for capturing and understanding the needs of Customer Service operations for aspects of forecasting demand and resource planning. You’ll analyse high level business plans, budgets, performance and risks to deliver the best service.

The Role

Develop work schedules that enable the organisation to achieve its business goals. Review shift fit on regular basis, identify areas to be addressed, presenting multiple scenarios to improve resource utilisation & service level while balancing the needs of our colleagues.
Communicating the local action plan; explain how this relates to the function's strategy and action plan and the broader organisation's mission and vision; motivating people to achieve local business goals.
Collating and analysing data using scheduling tools, methods and formats. Involves working independently.
Contributing to the preparation of various data and analytics reports.
Monitoring the performance of the team; allocating work and review completion.
Assisting with stakeholder engagement by arranging actions, meetings, events, and supporting materials to promote stakeholder understanding and commitment.
Carrying out delegated activities to support identification and evaluation of risks, issues, dependencies, and constraints and then support the design of mitigating solutions.
Continuous improvements - Contribute to reviewing existing operations in own area of work and generate new ideas to assist in identifying continuous improvements. Identify new and improved ways of working by engaging with the operation to gather feedback and insight on scheduling activities such as shift patterns preferences and flexibility needs.

We need you to have

Experience of supervising and directing people and other resources to achieve specific end results within limited timeframes.
Scheduling experience in a call centre environment including working knowledge of workforce management applications.
Works with full competence to prioritize components of a project, program, or day to day work in context with risks, activities, stakeholders, etc. across the life of the project or program. Typically works without supervision and may provide technical guidance.
Provides technical guidance when required on acquiring, organizing, protecting and processing data to fulfil business objectives.
Provides technical guidance when required on developing appropriate plans or performing necessary actions based on recommendations and requirements.
Provides technical guidance when required on analysing data trends for use in reports to help guide decision making.
Works with full competence to shift into and out of a mental mindset associated with assessing the facts and circumstances of the current situation and/or environment and making the appropriate/innovative adjustments to thinking and work habits to thrive in any scenario.
Works with full competence to analyse potential solutions and create recommendations based on the expected benefits, costs, and overall value of the solution for key stakeholders.
Creating relevant, lucid and effective reports.
Uses clear and effective verbal communications skills. Confident expressing ideas, requesting actions and formulating plans or policies.
Planning, organizing, prioritizing and overseeing activities to efficiently meet business objectives.
Works with full competence to model, analyse, assess, and quantify the impact and probability of various risk scenarios and select the most appropriate course of action for the given situation.

What’s in it for you?

Prepare for your retirement with our colleague pension scheme.
Private Medical Insurance (WL2+) and a virtual GP Service for you and your family 365 days a year.
Performance related annual bonus.
Indulge in a generous holiday allowance of 7.2 weeks, with the opportunity to buy more.
Embrace the benefits of our Colleague Clubcard, enjoy a 10% discount that increase to 15% every payday (worth up to £2K). As an added perk, we’ll give you a second card to share with someone else.
Benefit from our family-oriented initiatives, encompassing enhanced maternity leave pay, a shared parental leave policy, and a generous 8-week paid paternity leave.
A place to get on - take advantage of our ongoing learning opportunities and award-winning training, to help you achieve the job and career you want.
Take part in our Buy as you Earn and Save as your Earn share schemes.

Everyone’s welcome

We want all our colleagues to always feel welcome and be themselves. We’re committed to building a more inclusive workplace and celebrating everything that makes colleagues unique, and value the richness and diversity this brings to our business. A more diverse business helps us deliver on our purpose to serve our customers, communities, and planet a little better every day.

Additional Information

Interviews

Interviews are expected to be held in April 2025.

Why Tesco Insurance and Money Services?

Seeing your impact all around you: there's no better feeling.

Lucky for us, we get to feel it all the time. Because whatever our role, we're helping our colleagues and serving our customers, communities and planet a little better every day.

We deal in the personal – from pet insurance for your best friend, and home insurance for peace of mind, to motor insurance for your dream car or travel money for that trip you’ve worked hard for.

Everything we do is about making things better. Not just for others, but for you too. It's why you'll get bags of choice and plenty of development. It's why you'll always be heard and find balance that works for you. It's why you'll feel totally at home in a place where everyone's welcome.

So, if you want a career where you can do good and feel good, you've found it.

Let's make everyday a little better.

Our story

Making Insurance and Money Services more rewarding and offering great value and choice - because we know little wins can make a big difference.

We began life in 1997 and now help more than 2 million customers protect what matters to them.

We want to deliver a helpful service in everything we do and to make life easier for our customers. Our policies are really easy to manage online for our customers, but we know that being able to speak to our customer service staff when you need to is really important. This is why our customer service centres are open seven days a week.

Delivering great customer service means having great people behind the scenes – people who understand our customers and are driven by doing the right thing for them. We offer colleagues a place where they can feel totally at home in a place where everyone's welcome, where they can be part of a great team focused on making a real difference for our customers.

How to apply

We value our people and diverse teams and believe the variety of backgrounds and experiences make us stronger to achieve our goals.

Our colleagues are working hybrid, taking time to meet with colleagues in our offices for moments that matter, such as team catch ups, planning meetings and more. If you’re interested in finding out more about what a career at Tesco Insurance and Money Services looks like, click apply to find out more!