Life At Cabot
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Dialler and Resource Planner
West Malling, KentJob Description
Have you worked in a contact centre previously and are competent using excel? Have you got proven organisational & prioritisation skills? Are you looking for a new opportunity whereby you can learn and develop? If you’ve answered yes, then you could be the right person to join the Operations strategy team as a Dialler and Resource Planner in our Kings Hill office, ME19 4UA.
What you can expect as a Dialler & Resource Planner:
Our team here at Cabot Financial have done some amazing initiatives this year all in aid of improving our well-being. We understand the importance of feeling valued and taking time away from our every day-to-day role to feel our best. We’ve had the opportunity to do ‘PawTherapy’, Yoga classes, Monthly massages, food initiatives such as weekly fresh pastries, Pizza Vans, Ice creams, brunches and a whole load of other fun events! In addition to this, you’ll receive:
Full time (37.5 hours per week)
Permanent Contract
Work from our Kings Hill office
As part of the Dialler and Resource Planning Team, you will take on a varied role that includes planning the day for several sites and keeping track of key data.
You’ll help reduce risk by using the tools and processes available, while also looking for ways to make our work more efficient.
You will forecast incoming workload, plan staffing levels, build schedules, approve annual leave, and monitor real‑time performance to help the operation run smoothly. Overall, you will help ensure we have the right people, with the right skills, in the right place, at the right time.
Key responsibilities include:
Report any system issues to the right teams and external partners.
Help plan ahead by forecasting workload and communicating clearly with others.
Review performance and customer data to spot trends or issues.
Share regular updates to keep stakeholders informed about plans and progress.
Respond quickly to underperformance and suggest changes to improve results.
Support basic testing of Dialler and Planning systems.
Take part in project work and ad‑hoc tasks when needed.
Create accurate workload forecasts using trends and business insights.
Work with the Operations Analytics Team to access the data needed for daily tasks.
Ensure all planned activity is included in the most up‑to‑date schedules.
Flag when staffing levels can’t support a plan and work with leaders to find solutions.
Build short‑, medium‑ and long‑term forecasts for workload or call volumes.
Plan staffing needs to make sure we have the right number of people available.
Use trend and seasonal data to improve forecast accuracy.
Manage shift patterns, annual leave requests and skill‑based allocations.
Create schedules that balance service levels, productivity and team needs.
Keep Workforce Management tools and schedules up to date.
Work closely with operational leaders to prepare for upcoming changes.
Things we need from you:
Knowledge & Experience
Knowledge of Collections/Financial recovery desirable
Excellent verbal and written communication skills
Intermediate Excel Skills
High level of computer literacy, with a focus on Presentation/PowerPoint skills
Proven organisational and prioritisation skills
SQL knowledge desirable
Personal Attributes
Excellent problem solving skills - methodical and logical
High level of attention to detail
Ability to work with others to resolve issues
Ability to build strong business relationships
Determined and focused
Enthusiastic and positive
Ability to be flexible with working hours in line with business need
Professionalism and diplomacy
Positive ‘can do’ attitude
What happens next?
If this sounds like you and you’d like to join our rapidly expanding company that offers excellent career progression, then apply now!
Working for Cabot:
You’ll be working for an award winning; Investors in People Gold accredited organisation. We’re passionate about the ethical treatment of our customers and employees. Our mission is to create pathways to economic freedom. Our vision is to make credit accessible by partnering with our consumers to restore their financial health.
Diversity and inclusion are very important to us at Cabot, and we value a multitude of diverse talent within our business. We want everyone to be themselves at work and encourage a culture that includes everyone. Our policies ensure that every candidate and employee are treated fairly and with equal opportunities.
**At Cabot we are highly regulated by our clients, as such, any successful candidates will have to undergo a basic credit check and criminal background check. Please note that we are unable to proceed to interview stage if a CCJ, IVA or Bankruptcy appears on a credit file, or if you do not have full right to work in the UK – we are unfortunately unable to offer sponsorship.
We are people helping people
At Cabot, we’re people helping people. Supporting customers, empowering colleagues, and making the effort to be invovled in the communities we work in.
Our Total Rewards Package for All Round Wellbeing
We understand the importance of the balance between work and life, between fun and professionalism, and between being a corporation and being a community. That’s why we provide compensation structures and benefit plans tailored to each of our global hubs, and then enhance them with a wide range of programs that support your personal and professional growth. It’s our way of showing you that we recognize your value, understand what’s important to you, and want to reward your contributions.
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Holistic Wellness
Colleague Wellness - We're focused on your wellbeing and that means supporting you across all elements of it. This comes from our company sponsored team building events, on site events to form bonds with colleagues, Mental Health First Aid support, Webinars, Employee Assistance Program and more!
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Healthcare
Healthcare - Take advantage of our healthcare options to help you stay well... Gym discounts, Eye Tests and discount offers on glasses, our Employee Assistance Programme and more.
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Perks
Perks - Our Colleague Discount Programme includes Transport, Retail discounts and much more.
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Career Path & Development
Career Progression comes from the fact we invest in our people's skills and ability. We support your individual development, offering regular training to ensure you have the best tools and knowledge for the job. We want to help you be ready for your next career move with us.
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Awards & Recognition
Awards & Recognition - We will always recognise our people's contribution to what we achieve every day. That might be an informal on the spot reward or thank you or part of the formal awards and recognition we run throughout the year such as star of the month and our global President's Club.
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Pay & Bonuses
Pay & Bonuses - Earn a competitive salary, with the opportunity to participate in fun team building incentives!
Our Values In Action
At Cabot, we care about making a meaningful impact on our people, our customers, and our communities. We believe diversity in all its forms brings different thinking styles and perspectives. That builds our creativity and ability to find a better way. It also enables us to understand the different communities that make up our society. The more we understand, the easier it is to deliver the right outcomes for our customers.
Inclusive Workplace
We are striving to be an inclusive and progressive organisation where everyone feels comfortable and enabled to be themselves at work. We value the diversity of thought that different backgrounds and cultures can bring as it makes us stronger. The more we understand each other, the easier it is to deliver the right outcomes for our consumers and to support each other. Prioritising inclusion and belonging improves collaboration and enhances people’s wellbeing; both of which are essential parts of supporting our colleagues, and in turn our business, to succeed.
Giving Back To Our Community
We give back by volunteering, and charity work, trying to make a positive impact on the communities, where we live and work and we are proud to do so.
Employee Resource Groups
Our Pride Network Programme is making an impact, with the number of members and allies continuing to build. The education and awareness they are providing will prove invaluable
Women at Encore and Allies is our resource group for female colleagues and their allies across Cabot. The group serves as a support system providing education, personal growth, information, and idea sharing
Black Employee Network (BEN) is an employee resource group dedicated to empowering Black colleagues and fostering a more inclusive workplace culture. The group aims to provide a supportive community for Black employees, promoting professional development and career advancement opportunities, and advocating for equity and equality within the organisation.
Celebrating Our Achievements
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