• Absolutely no hidden charges

  • 88% of callouts fixed on first visit

  • 24/7 emergency callouts

  • x

    Absolutely no hidden charges

    All CORGI HomePlan maintenance plans have unlimited call outs, with all parts and labour included. Any exceptions are clearly stated upfront before you sign up.

  • x

    88% of callouts fixed on first visit

    Last year 88% of our home repair and maintenance callouts were fixed on the very first visit. This includes call outs and scheduled appointments.

  • x

    24/7 emergency callouts

    A Gas Safe Registered engineer will normally be with you within 24 hours. For any uncontrolled water leaks, we aim to arrive at your home within 2 hours. At all times you’ll have access to our claims team.

LOCATION: Dunfermline

ROLE TYPE: Permanent




Reporting to the Operations Director / Managing Director of CORGI HomePlan you will take overall responsibility for managing the shift patterns and capacity of the HomePlan contact centres (circa 100 FTEs), and ensuring that our performance targets (abandon rate, service levels, wait times) are being met.


This role will be a standalone role with no direct reports, however support will be available from the parent company F&P team in Bristol.


In this role your focus will be to:


  • Plan and manage shift patterns for the entire contact centre workforce

  • Managing shrinkage, ie holidays, breaks, training etc to ensure the needs of the business are balanced with the needs of the colleague

  • Build and maintain a contact forecasting model to be used to plan shift patterns and recruitment needs

  • Monitor all telephony and email queues to ensure Service Level/ABN rate goals are being met across opening hours of the Contact Centre

  • Real time analysis of call volumes and contact centre activity, flexing resource between teams and queues to ensure priorities are being met at any given time

  • Oversee contact centre reporting on an hourly, daily, weekly and monthly basis

  • Support the management team and improvements manager with data and insight to identify opportunities to improve process and systems




This is a fantastic opportunity to take overall ownership of a Customer Services support function. The successful candidate will display all of the following skills and experience:


  • Strong analytical & numerical skills, experience of working with large data sets and identifying trends

  • Good communicator at all levels and able to build effective relationships quickly

  • Inquisitive and challenging, always looking to improve performance

  • Ability to  make decisions that can impact on performance

  • Self-motivated and target driven

  • Strong presentation skills both written and oral

  • At least 2-3 years experience in similar roles in a contact centre environment




CORGI HomePlan was set up in 2009 and now provides boiler service and home emergency cover to over 150,000 customers, generating annual net revenues of over £15m, with strong profit margins and cash generation.    


CORGI HomePlan became a member of the OVO Energy Group in May 2017, and is now on a new phase of its journey, with exciting ambitions to aggressively grow its customer base and service offering over the next 2-3 years.


OVO is a proud, challenger brand that never settles for second best.  We’re in the business of building a different kind of Energy Company, one where not only our customers benefit from better service and opportunity but our people do too. OVO was set up to always find a better way and challenge the status quo. We believe in simplicity, transparency and treating people and the planet fairly. But we also believe that attracting and keeping the best talent is key to our bright future, so that’s why our people will always get a chance to share in our success.




If this really does sound like you please forward a covering letter and CV to hr@corgihomeplan.co.uk

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