‘Curriculum Vitae’ literally translates as ‘the story of your life’ however this, ironically, is not what a potential employer wants to see.

Employers want a detailed analysis of your key skills and abilities, your previous experience and, most importantly, how this will translate into skills that will benefit their company. There are many forms of CV, and many software packages have templates for CV assistance which can create many flashy and wacky designs that are very eye catching. What you must keep in mind though is that it is not the appearance but the content that is crucial.

Send us your CV recruit@dipintheocean.co.uk or give us a call on 0118 979 8591

Our job listings

Job Title Location Salary
Performance & Reporting Analyst – Full Time / Permanent Maidenhead, Berkshire £24-£30K p/a
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Reference: J367

Salary: £24,000 - £30,000 per annum

Overall Purpose of Job

The main responsibility of this role is to produce forecasts and manage resource allocation across operations using Workforce Manager (WFM). Responsibilities also include production of regular MI analysis for Operations and management of the dialler.

Key Accountabilities

  • Maintain an effective WFM for Operations, continually reviewing information and trends to provide accurate analysis and recommendations for improvement.
  • Manage headcount and holidays, by forecasting, planning and redistributing resource across the floor to cover priority tasks, to meet service level and targets.
  • Designing, implementing and maintaining effective shift patterns that meet customer demand and identify through ‘what if’ planning / analysis opportunities to drive operational efficiencies.
  • Analyse historic data patterns in relation to call, correspondence and work queue volumetrics and identify key areas for optimisation in the call centre and administration teams.
  • Propose new and creative approaches to the forecasting processes using WFM technology and Excel.
  • Produce regular reports and analysis of call centre performance by comparing forecast to actual and agent performance to drive efficiency.
  • Manage dialler and outbound activity including reporting and analysis to improve contact rates whilst complying with OFCOM regulations.
  • Providing high quality daily, weekly and monthly reports to support operational / business areas in an accurate and timely manner.

Knowledge, Skills

  • Relevant knowledge in producing short and long term contact centre resource plans, with associated MI, commentary and trend analysis for a multi-skilled, inbound and outbound service centre.
  • Report production -communicating data in a meaningful format to various stakeholders, articulating requirements, expectations and desired outcomes.
  • Understand all OFCOM and FCA guidelines to ensure that dialling strategies are compliant.
  • Influencing operational Team Managers to effectively allocate resource within their work streams and teams.

Qualifications & Experience

  • 3+ years experience in forecasting and capacity planning preferably using Impact 360
  • Experience of extracting and analysing complex data from multiple sources
  • Microsoft Office Applications, with advance Excel knowledge
    Relevant professional qualifications
Administrator (Immediate Start) – Full Time / Temporary Maidenhead, Berkshire £8-£9 p/h
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Reference: J366

Salary: £8.00 - £9.00 per hour

Overall purpose of the role:

The main responsibility is to work through administration processes. This is to be done with accuracy and a high level of attention to detail.

Required experience:

  • Experience of working within a fast paced environment with a desire to exceed expectations
  • To work as part of a team and manage change whilst adopting a positive attitude if faced with challenging situations.
  • Be able to deal with verbal and written instructions.
  • Microsoft office applications
  • Interpret and respond clearly and effectively to spoken requests over the phone or in writing.

Do you believe this is the right role for you?

If so, contact us immediately to discuss the role in more depth with one of our experienced Ocean Client Account Managers.

Due to high volumes of applications, we can only contact shortlisted candidates for each of our live roles and endeavour to do so within 24 hours from application. If however, you would like to speak to one of our Ocean Client Account Managers about this or any of our other live roles, please do not hesitate to contact us.

Insurance Sales Executive – Full Time / Permanent Pangbourne, Berkshire £16-£20K p/a + 25% Commission
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Reference: J365

Salary: £16,000 - £20,000 per annum + 25% Commission on all new business uncapped

Job Specification

To develop new business leads and write new business to an agreed targe

To pass on to an Account Manager all news cases won giving them support and information as requested

To ensure an efficient accounting system is maintained with customers and be pro active on credit control within specified guidelines.

To liaise with Insurers/Underwriters, Surveyors, Loss Adjusters, Engineers and other contacts to facilitate customer service where required.

Ensures direct debits are correctly set up where appropriate and invoices issued promptly.

To maintain strict confidentiality in respect of all information arising from and in connection with the group and the Company.

To concentrate on self-improvement both technically and by quality and maintain a Continuous Professional Development (CDP) log as provided.

All staff must be aware of each other’s needs and strive to help colleagues improve their technical knowledge and quality of output.

Provision of best advice at all times.

Thorough working knowledge of Microsoft Office, Outlook (Email), and Excel

Effective communicator both oral and written.

Effective interpersonal skills.

Ability to work under own initiative prioritise effectively and deal with complex underwriting and accounting entries.

Ability to understand customers needs effectively.

To be conversant with Company Procedures Manual and the requirements of the FSA Standards and Rules and to implement and maintain procedures as stipulated.

Legal PA/EA – IMMEDIATE START – Full Time / Permanent Central London £40-£50K p/a
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Reference: J364

Salary: £40,000 - £50,000 per annum

Position title: Legal PA/EA
Location: Central London
Salary: £40,000 – £50,000 per annum

Overall purpose of the role:

This is an Executive level, Executive Assistant (EA) position, supporting group Executive Committee Members. The role will cover essential EA functions as well as the opportunity to work on ad hoc projects.

Key Accountabilities:

  • Full diary management including arranging meetings internally and externally plus travel itineraries, booking taxi’s and accommodation etc.
  • Monitor, screen, action and redirect incoming messages and communications.
  • Provide essential administration services (photocopying, faxing, stationery, filing, minute taking)
  • Process expense claims, ensuring they have been compiled correctly in accordance with Company policy
  • Create presentations on behalf of the Executive Committee Members – positioned at a variety of levels, Exec, Board, external bodies…
  • Liaise with other Directors’ offices internally and with external clients/contacts to secure time/availability
  • Perform telephone duties: including taking of comprehensive messages and screening calls where appropriate
  • Ad hoc project work that would cover a range of initiatives. The individual will have the scope to identify & own various projects in line with current business needs
  • Support the wider Executive Team with general support, planning, co-ordinating & facilitating activities.

Required experience:

The successful candidate will have the following experience:

  • Proven Secretarial/PA skills
  • Experience dealing with senior level positions
  • Advanced in Outlook, Excel (for reporting purposes), Word and PowerPoint skills
  • Excellent planning and prioritising skills
  • Excellent attention to detail
  • Excellent communication skills
  • Proven team player with the ability to roll up sleeves and help out wherever required
Customer Services Officer – Full Time / Permanent Maidenhead, Berkshire £17-£19K p/a
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Reference: J363

Salary: £17,000 - £19,500 per annum

Overall purpose of job

The main responsibility of this role is dealing with the day to day telephone queries for the customer. This is to be done whilst maintaining a high quality of customer service through communication both internally and externally using appropriate methods to ensure that superior customer service is delivered.
Secondary responsibility is to work administration processes, helping to manage the workload of the administration teams. This is to be done with accuracy and a high level of attention to detail.

Key Accountabilities

  • Highly motivated individual who enjoys taking ownership and accountability when making business and customer orientated decisions whilst ensuring the treat customer fairly principles are maintained.
  • Enthusiastic and focused individual who enjoys resolving customer queries.
  • Takes ownership for updating customer records.
  • Can maintain focus in a fast moving business environment.
  • Carry out post, email and auto dialler duties.

Experience, Knowledge & Skills

  • Experience of working within a fast paced environment with a desire to exceed expectations.
  • To work as part of a team and manage change whilst adopting a positive attitude if faced with challenging situations.
  • Be able to deal with verbal and written instructions.
  • Microsoft office applications.
  • Interpret and respond clearly and effectively to spoken requests over the phone or in writing.

Candidates will be effective at

  • Answering a high volume of calls and maintain a rapid response rate according to agreed standards.
  • Balancing customer requirements with departmental objectives.
  • Multi skilled in the role and ensuring that the business one touch approach to customer service is taken forward in all tasks.
Customer Administration Officer – Full Time / Permanent Maidenhead, Berkshire £16-£19K p/a
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Reference: J362

Salary: £16,000 - £19,000 per annum

Overall Purpose of Job

Complete all internal and external information/change requests for accounts serviced by us, and generate responses in an accurate and timely manner in adherence with policy, procedure and regulation.

Key Accountabilities

  • Plan and prioritise allocated workloads against agreed service standards/KPIs.
  • Take ownership for investigating and responding to customer requests accurately.
  • Carry out post, email and fax duties where required.
  • Ensure all work completed is done so in accordance with applicable regulation and policy.
  • Manage risk when completing daily activities.
  • Identify process improvements and efficiencies.

Experience, Knowledge, Skills

  • Experience of working within a fast paced environment with a desire to exceed expectations.
  • To work as part of a team and embrace change whilst adopting a positive attitude if faced with challenging situations.
  • Target driven environment.
  • Microsoft office applications.
  • Interpret and respond clearly and effectively to spoken requests over the phone or in writing.
  • Understanding of Customer Administration Processes and Policies.
  • Understanding of TCF principles and applicable regulation i.e.: MCOB, ICOB, CCA, DPA etc.

Candidates will be effective at:

  • Attention to detail and accuracy
  • Keying, Processing, Indexing incoming workloads
  • Using and understanding core systems within Customer Administration
  • Balancing customer requirements with departmental objectives
  • Planning
  • Taking ownership of queries and responding within a timely manner

Qualifications

  • GCSE Maths and English grade C or above or equivalent/ Numerical and literacy
Payments Management Analyst – Full Time / Permanent Maidenhead, Berkshire £17-£21k p/a
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Reference: J361

Salary: £17,000 - £21,000 per annum

Overall Purpose of Job

To manage cash transactions, consisting of direct debits, debit cards, cheques, standing orders, bank giros DWP payments and transfers. As most processing is automated the main focus of the role is to manage exception and complex transactions that need further investigation to resolve.

Key Accountabilities

  • Processing and posting of all cheques and bounced cheques to customer accounts.
  • Preparation of data and management of automated posting process for credit transactions.
  • Producing and transmitting daily automated Direct Debits to the bank/BACS for processing.
  • Investigate and resolve all un-posted bank reconciliation items.
  • Preparation of data and automated posting of all Direct Debit bounces/DDICs/ADDACS/AUDDIS rejections.
  • Identification of unidentified cash receipts and posting onto customer accounts.
  • Dealing with and resolving all types of queries including those that are fraud & AML related.
  • Clearance of Summit suspense account on a daily basis.
  • Reversal and re-posting of CCA fees to the correct sub account.
  • Clearing of un-cashed cheques and reposting transactions to customer accounts.

Experience, Knowledge, Skills

  • Used to working to deadlines
  • Highly numerate
  • High volume processing experience
  • Knowledge of basic mortgage servicing and collections processes
  • Excellent communication skills
  • Previous experience in a cash management role
  • Ability to take ownership of processes and develop departmental efficiencies whilst ensuring levels of control are high

Candidates will be effective at

  • Investigating and resolving complex issues
  • Liaising with other areas as appropriate
  • Identifying and resolving potential risk items including those with a TCF impact
Call Centre Performance & Reporting Analyst – Full Time / Permanent Maidenhead, Berkshire £23-£29K p/a
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Reference: J360

Salary: £23,000 - £29,000 per annum

Overall Purpose of Job

The main responsibility of this role is to produce forecasts and manage resource allocation across operations using Workforce Manager (WFM). Responsibilities also include production of regular MI analysis for Operations and management of the dialler.

Key Accountabilities

  • Maintain an effective WFM for Operations, continually reviewing information and trends to provide accurate analysis and recommendations for improvement.
  • Manage headcount and holidays, by forecasting, planning and redistributing resource across the floor to cover priority tasks, to meet service level and targets.
  • Designing, implementing and maintaining effective shift patterns that meet customer demand and identify through ‘what if’ planning / analysis opportunities to drive operational efficiencies.
  • Analyse historic data patterns in relation to call, correspondence and work queue volumetrics and identify key areas for optimisation in the call centre and administration teams.
  • Propose new and creative approaches to the forecasting processes using WFM technology and Excel.
  • Produce regular reports and analysis of call centre performance by comparing forecast to actual and agent performance to drive efficiency.
  • Manage dialler and outbound activity including reporting and analysis to improve contact rates whilst complying with OFCOM regulations.
  • Providing high quality daily, weekly and monthly reports to support operational / business areas in an accurate and timely manner.

Knowledge, Skills

  • Relevant knowledge in producing short and long term contact centre resource plans, with associated MI, commentary and trend analysis for a multi-skilled, inbound and outbound service centre.
  • Report production -communicating data in a meaningful format to various stakeholders, articulating requirements, expectations and desired outcomes.
  • Understand all OFCOM and FCA guidelines to ensure that dialling strategies are compliant.
  • Influencing operational Team Managers to effectively allocate resource within their work streams and teams.

Qualifications & Experience

  • 3+ years experience in forecasting and capacity planning preferably using Impact 360
  • Experience of extracting and analysing complex data from multiple sources
  • Microsoft Office Applications, with advance Excel knowledge
    Relevant professional qualifications
Complaints Investigator – Full Time / Permanent Maidenhead, Berkshire £19-£24K p/a
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Reference: J359

Salary: £19,000 - £24,000 per annum

Overall Purpose of Job
To ensure that all complaints are administered, investigated and resolved in accordance with regulatory requirements and company standards. Promoting a customer focused environment, acting as the voice of the customer.

Key Accountabilities

  • Where required, undertaking and assisting in the daily administration tasks such as allocation of complaints, Post, Complaints diary and File requests.
  • Investigating complaints and where required sensitive / reputational issues, making recommendations on the resolution of those cases ensuring the outcome is fair and timely, whilst maintaining overall quality.
  • Actioning general complaint queries.
  • Compiling and maintaining the necessary records, providing a clear and concise audit trail.
  • Working within and helping to maintain a customer focused and team environment which is continually improving and striving to identify process improvements.
  • Assisting the Customer Liaison when required by taking on tasks to assist other members of the team with key activities to manage workloads.
  • Providing assistance and support when required to the wider departments in to improve the handling of Complaints day to day.

Experience, Knowledge, Skills

  • Previous experience in a complaint handling environment (preferable but not essential).
  • Experience in either Collections or Litigation.
  • Excellent written and verbal communication skills.
  • Ability to work under pressure and to be able to show a flexible and adaptable approach.
  • Problem solving skills.
  • Time management skills, with the ability to review, organise and prioritise.

Candidates will be effective at

  • Identifying multiple complaint cases.
  • Understanding own and other’s responsibilities within the department.
  • Supporting colleagues, the Customer Liaison Team Manager and the Operations Manager by offering unsolicited help.
  • Ensuring proper records are maintained.
  • Identifying patterns and trends in complaints and assisting with the production of accurate management information.
  • Working within internal standards and the external regulatory and legislative framework.
  • Acting with integrity and protecting any business sensitive information.
  • Remaining conversant with the FSA Handbook and other legislation / regulation impacting on the business in the performance of the role.

Qualifications

  • Level 3 Certificate in Regulated Complaints Handling (CeRCH required: qualification or commitment to study)
Senior Collections Officer – Full Time / Permanent Bracknell, Berkshire £21-£24K p/a
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Reference: J358

Salary: £21,000 - £24,000 per annum

INTERNAL ROLE TITLE: Vulnerable and Financial Hardship Collections Officer

REPORTS TO: Head of Compliance

DIRECT REPORTS: 0

LOCATION: BRACKELL

Role Purpose

  • Managing accounts where the customers are deemed to be Vulnerable, Sensitive and/or suffering Financial Hardship. Engaging with customers regarding collections, defaults, reviews and disputes, whilst ensuring compliance with regulatory, client and company requirements.
  • Distribution of team work and assistance with junior and part time team members.
  • Performing such other duties as required by management, from time to time.

Essence of Role – Key Accountabilities

  • Engage with customers who are deemed to be in Financial Hardship, via telephone and written communications.
  • Report to the Compliance Team Leader and provide assistance to management and the Financial Hardship and Debt Management Team.
  • Ensure that all customers are treated fairly and with empathy
  • Strive to attain targets consistently.
  • Sort and prioritise all incoming correspondence (mail/email/fax) and ensure the appropriate account action is taken within our agreed SLA.
  • Sort, prioritise and distribute the team’s work.
  • Monitor and manage accounts to ensure all documentation and evidence is kept up to date.
  • Monitor and manage accounts to ensure accounts are in the correct procedure and are regularly reviewed.
  • Monitor and manage accounts to ensure the default rate is kept to an acceptable level.
  • To keep up to date with and adhere to current and future regulations and Compliance guidelines and practices.
  • Any other duties as assigned by management.

Person Specification

  • Strong verbal and written communication and negotiation skills.
  • Able to show empathy to customers and put them at ease, without becoming patronising.
  • Positive attitude, flexible and prepared to suggest changes to improve procedures, to the benefit of customers, clients and company.
  • Proven administrative or customer service experience.
  • High attention to detail.
  • Ability to remain calm when under pressure or in difficult circumstances.
  • Understands the concept of TCF and achieving a fair outcome for customers.
Receptionist – Part Time / Temporary Bracknell, Berkshire £9.5 p/h
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Reference: J357

Salary: £9.50 per hour

Job Title: Receptionist (Temp)

Location: Bracknell

Hours: Mon-Fri 12:30 – 5pm

Salary: £9.50ph

We are looking for a new part time member of our administration support team to be based at Ocean House in Bracknell town centre. The role will include running an efficient switchboard and reception area.

The successful candidate will need to perform the role in a professional, courteous and prompt manner.

The reception duties of the role include:

• Operate the telephone switchboard efficiently ensuring all calls are dealt with promptly and politely
• Welcome all visitors and ensure that the relevant person is informed of their arrival
• Provide Health & Safety instructions to all visitors
• Book meeting rooms and visitor parking spaces as required
• Raise purchase orders and goods receipt them as required
• To perform any other relevant duties as requested by the Admin Support Manager

Please note that there is a possibility of extension for this position.

Sales Support/Office Administrator (Temp role – immediate start) – Full Time / Temporary Bracknell, Berkshire £7.50-10 p/h
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Reference: J356

Salary: £7.50 - £10.00 per hour

Owing to staff progression, Ocean Consulting are looking to hire a new temporary Candidate Manager. The successful applicant will be organised, efficient and hard-working, with a good sense of humour and the ability to adapt to whatever challenges the day may bring. We are a small but growing team, who pride ourselves on offering an exemplary service to our clients and candidates alike.

Key purpose of the role:

To provide support with all aspects of the recruitment process, working closely with the Account Managers to ensure an exemplary service is provided to our clients and candidates at all times.

Role responsibilities:

  • Working closely with the Account Managers to provide full administrative support in the recruitment process.
  • Advertising of all job roles, and ensuring these adverts remain up-to-date and accurate.
  • Maintenance of job adverts across several different job boards.
  • Answering calls and responding to queries.
  • Uploading candidate applications to the in-house recruitment system.
  • Uploading new roles to the in-house recruitment system.
    CV searching and candidate research.
  • Assisting with telephone screening of short-listed candidates.
  • Compiling professional Ocean CV’s to submit to our clients.
  • Maintenance of data in our in-house recruitment system.
  • Providing an exemplary service to both clients and candidates.

The right candidate will have the following skills & experience:

  • Exceptional customer service provider
  • Great communicator and relationship builder
  • Excellent telephone skills
  • High level of System and Process compliance
  • Keen attention to detail
  • Focused on results
  • A natural achiever
  • Works well under pressure
  • A great sense of humour and fun approach to a busy working schedule driven by results and success
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