Resource Planning Analyst

Resource Planning Analyst

c.£46,000 per annum

Bedford

Permanent

Hybrid Working

Ready to shape the future of our service delivery? As a Resource Planning Analyst, you'll optimise resource utilisation across our guidance services, focusing on both our internal pensions operations and Tier 1 Money and Pensions outsourced service. You'll monitor and manage utilisation and capacity, ensuring seamless integration through detailed tracking and analysis. Your strategic insights will help us meet customer demands, maintain top-notch service levels, and achieve operational excellence. Collaborate with the Real Time Data Analyst and shift supervisors to drive our mission forward with precision and foresight. If you're passionate about making a tangible impact, join our team!

Role Overview

The Resource Planning Analyst will report directly to Workforce Manager. In this role, you will be responsible for:

Key Responsibilities:

• Create and maintain optimised schedules for contact centre and quality staff, including the supervisor rota, to meet forecasted demand and accommodate specialist availability and skill sets.
• Coordinate with the Workforce Planning Manager and other key stakeholders to align staffing with strategic goals, and communicate performance, resource trends, and capacity requirements, providing actionable insights and recommendations.
• Partner with training and quality teams to schedule training sessions, meetings, and other activities without impacting service levels.
• Identify opportunities to enhance workforce management tools, processes, and methodologies, and audit and support external delivery partner planning forecasts and assumptions.
• Generate and distribute regular reports on workforce performance, including shrinkage, attrition, and productivity metrics, and maintain an ongoing review of capacity planning and forecasting trends across all service lines.
• Conduct post-mortem analyses of staffing issues or missed targets to inform future planning.
• Prepare and maintain schedules for all departments utilising workforce management tools and/or Excel, and be the point of contact for coordinating and managing the approval of all offline activities including annual leave and flexible working requests.
• Prepare annual leave reports ensuring that staff are able to book annual leave within the holiday year without compromising service.
• Establish resourcing requirements against live roles and vacancies to plan the recruitment timelines and approvals based on trends in attrition and seasonal demand.

You will need to demonstrate the following skills and experience.

To excel in this role, you will need to demonstrate:

• Previous experience in a similar role, ideally within a contact centre or customer services environment.
• Previous exposure and understanding of Work Force Management tools and Excel-based rotas.
• Professional and flexible approach with a “can do” attitude.
• Highly self-motivated and performance orientated with the ability to prioritise.
• Methodical, with excellent attention to detail.
• Excellent skills in Excel and a good working knowledge of Microsoft Office applications, including Power BI.
• Highly organised, self-motivated individual who can produce high quality work under pressure.

About Us

 
The Money and Pensions Service (MaPS) is based in Bedford, in a recently renovated modern office. This is a wonderful opportunity for you to become an integral part of a dynamic organisation, working to help people across the UK.

At the heart of the Money and Pensions Service are our values – caring, connecting, and transforming, which are the foundation of our success. They permeate every area of our work and define all our business relationships and the way we work with each other. We’re not only looking for the best people to come and work for us, but we need people who align themselves with our values:

• Caring
  We care about our colleagues and the people whose lives we are here to transform.
• Connecting
  We will transform lives through our ability to make positive connections.
• Transforming
  We are committed to transforming lives and making a positive societal impact.

Our Inclusive Working Environment

 
By fostering our values, we are immensely proud of the inclusive working environment that we have created. The diversity of our people is a strength that we embrace and wish to build upon, so we are committed to attracting people of all backgrounds. We work hard to ensure that we have a progressive approach to inclusion, equity, and belonging. We really do want our colleagues to “bring their whole selves to work.”

Our colleague and ally networks encompass LGBTQ+, neurodiversity, women’s health, men’s health, ethnicity, and diversity.

What We Offer

• Generous Annual Leave – 30 days plus Bank Holidays
• Pension scheme – contributions matched 2 to 1 (up to 10% of your salary)
• Interest-free loan for season tickets for buses and trains
• Cycle to work Scheme
• Subsidised eye tests & flu jabs
• Life assurance scheme
• Give as you earn scheme
• Employee assistance programme (EAP)
• PAM Assist and PAM Life scheme (Wellbeing)
• Enhanced family and sick pay
• Paid volunteering (2 days a year)
• Recognition Scheme
• Discounts portal to numerous retailers

Flexible Working

 
At MaPS, we take pride in our flexible approach to work. As standard, we work on a hybrid basis with a minimum of 2 days in the office per week. Hybrid working is a voluntary, non-contractual arrangement and our headquarters in Bedford will be your contractual place of work. The number of days that anyone will be able to work at home will be determined primarily by business needs, but personal and other relevant circumstances will also be considered. If you are successful, any opportunities for hybrid working, including whether a hybrid working arrangement is suitable for you, will be discussed with you prior to you taking up your post.

Career Development

 
In MaPS, we take career development seriously. We actively encourage and support applications from our existing MaPS colleagues. However, we do follow the Civil Service Commissioner recruitment principles, which means that you will be required to participate in a full, open, and fair process.

Reserve List

 
If you are successful at interview, we operate a reserve list where your details will be held for up to 6 months. Should a vacancy come available in that time with the same essential criteria, reserve list candidates will be offered that position with no further assessment required.

Selection Process:

1. Initial Review: Our recruiter will review your CV. If it looks like a good fit, they'll reach out to arrange a call.
2. Hiring Manager Review: If the recruiter thinks you're suitable, your CV will be passed to the hiring manager, who will decide whether to invite you for an interview.
3. Interview: If selected, you'll participate in a virtual interview. This single-stage process allows you to demonstrate your skills and experience through competency-based questions.

Application Process

 
The law requires that selection for appointment to the Civil Service is on merit on the basis of fair and open competition as outlined in the Civil Service Commission’s Recruitment Principles. If you feel your application has not been treated in accordance with the Recruitment Principles, and you wish to make a complaint, in the first instance, you should contact the Money and Pensions Service via email: recruitment@maps.org.uk. If you are not satisfied with the response you receive from the Department, you can contact the Civil Service Commission: Visit the Civil Service Commission website.

Job Reference: MaPS00843

Close Date: Tuesday 20^th May 2025