Capacity Planner

An exciting opportunity has become available for a Capacity Planner within the Home Claims Department. Our ambition in Personal Lines Claims is to have the right people, in the right place at the right time for the benefit of both our customers and people.

In a changing world, our customers demand more from us at different times of the day and through different channels (e.g. online, live chat, phone, paper, email). We are looking for an experienced Capacity Planner to join for this exciting and varied role.

A bit about the job:

• As Capacity Planner, you will be updating and maintaining a 24-month capacity plan to support one of our key resource strategies, by understanding key demand drivers, using past trends and events combined with business insight to predict future demand and resource requirements.
• You will analyse supply data and update assumptions to predict available resource as well as presenting assumptions and resource requirements in monthly assumption reviews to relevant stakeholders.
• You will also support key stakeholders across Personal Lines Claims by contributing to an operation that improves year on year (efficiency, customer, value), by identifying and communicating insight relating to resource planning.
• Another aspect of the role will be building and maintaining relationships and working alongside the Demand and Performance team and considering the annual budget when making resource recommendations.

Skills and experience we’re looking for:

• Experience in the capacity planning process, including building and servicing data models.
• Microsoft Office Skills, in particular experienced user of Excel and PowerPoint.
• Proactive customer and stakeholder management, with the ability to drive and influence decisions.
• Strong planning and organisational skills. Able to use own time productively and efficiently with the ability to manage multiple priorities in a fast-paced environment and identify when priority calls are needed.
• Understanding of the insurance industry and systems including the impacts of claims activity on resource demand and cost would be beneficial.

What you’ll get:

• Salary around £35,000 - depending on skills, experience, and qualifications.
• Bonus opportunity – 8% of annual salary, depending on your performance and the business.
• Generous pension scheme – we’ll contribute up to 14%.
• Get up to £1,200 of free Aviva shares per year through our Matching Share Plan.
• Make your money go further – up to 40% discount on Aviva products, plus other retailer discounts.
• 29 days holiday plus bank holidays – you can buy or sell up to 5 days.
• Brilliantly supportive policies including parental and carer’s leave.
• Industry-leading access to life and healthcare cover with discounted car and home insurance rates, including offers for friends and family too.
• Fully paid maternity/paternity leave.
• Make a difference, be part of our Aviva Communities and use your 3 paid volunteering days to help others.
• Get free access to a wealth of resources that will help look after your physical, mental, and financial wellbeing, including company-funded Group Income Protection, Aviva Digicare+ and the popular Headspace app.
• Full financial support to pursue insurance qualifications.
• Digital access to all sorts of useful on-demand learning content.
• Aviva University and its business academies give you everything you need to empower your growth.

Aviva is for everyone: We’re inclusive and welcome everyone – we want applications from people with diverse backgrounds and experiences. Excited but not sure you tick every box? Research tells us that women, particularly, feel this way. Don’t let it be a barrier to your application. And if you’re in a job share, feel free to apply as a pair.

We flex locations, hours and working patterns to suit our customers, business, and you. Most of our people are smart working – spending around 50% of their time in our offices every week – combining the benefits of flexibility, with time together with colleagues.

We interview every disabled applicant who meets the minimum criteria for the job.