At AQA, we’re committed to advancing education and we’re committed to our people. As the largest provider of academic qualifications in the UK, we mark over 10 million exam papers each year and it’s our people who make this happen.
Resource Planning Officer
Manchester
Permanent
Salary circa £27,500
Hybrid Working – min 2 days per office per week
The Resource Planning Officer role gives you the chance to use your planning skills to shape a smooth, positive experience for every customer who contacts us. You’ll work at the heart of Customer Services, using data and insight to ensure we have the right people in the right place at the right time. Your work will directly influence customer experience and support AQA in helping learners reach their potential.
Key Responsibilities
In this role, you'll be responsible for:
Creating accurate forecasts across multiple contact channels.
Build and maintain capacity plans to meet demand across the year, including peak periods
Produce and manage adviser schedules to optimise performance
Monitor real-time service performance and make adjustments to improve outcomes
Use data and insight to support operational decision making
Work closely with Customer Services teams to understand performance and identify improvements
What’s in It for You
This role gives you the chance to make a real impact every day. You’ll benefit from:
Work that directly improves customer experience.
Opportunities to grow your planning and analytical skills.
A supportive, values-driven organisation, a charity where every colleague is passionate about education and supporting teachers and learners.
Flexible working arrangements to support work-life balance – 2 days per week in the office whilst being reflective of business need, a 35 hour working week, 25 days annual leave with additional closure in December
A collaborative, inclusive culture that values your ideas - the opportunity to join lots of network groups (LGBTQ+, neurodiversity, disAbility, empowering women, wellbeing, ethnic diversity, parents and carers and more)
Wellbeing programmes including private health insurance and a health care cash reward plan, subscription to Headspace, volunteering days
At AQA, we are committed to fostering a workplace that celebrates diversity and promotes equity and inclusion. We believe that a diverse team brings richer perspectives and drives better outcomes. Our ED&I strategy ensures that everyone - regardless of religion, ethnicity, gender identity or expression, age, disability, sexual orientation, or background - is valued, respected, and empowered to thrive. We actively promote inclusive language, avoid stereotypes, and strive for representation across all dimensions of diversity. We welcome applications from individuals of all backgrounds and lived experiences.
What we’re looking for
We’re looking for someone who enjoys working with data, solving problems and supporting colleagues to deliver great outcomes.
Experience working in a contact centre, operational or planning environment
Strong analytical skills with confidence using Excel
Ability to interpret data and communicate insights clearly
Good attention to detail and a proactive approach
Experience in resource planning or workforce management
Exposure to forecasting, scheduling or real-time performance
Experience using workforce management tools (e.g. Verint, Genesys or similar)
Application Process
To apply, please submit your CV and cover letter explaining your suitability for the role.
Applications close at 23:59 on Monday 13 July 2026
Interviews will take place in the Manchester office so that you can see where you will be working in the week beginning 20 July 2026
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Recruitment Agencies
We have a preferred supplier list (PSL) in place.
Unsolicited CVs will be treated as a gift. We will not be subject to or liable under your terms and conditions for agency fees.
Full Job Description
Summary
This role requires an organised approach to providing administrative support within the Resource Planning team. Gathering data and completing general administration relating to the scheduling of the Customer Services workforce ensuring that all tasks are completed accurately and within challenging timelines. To ensure we work to an excellent standard as part of a team at delivering a world class service in line with departmental quality standards to keep processes efficient at all times.Section 1 – AccountabilitiesCustomer (external or internal)
Build exceptional relationships with our internal and external customers, guiding the team in consistently deliver our aim for world class service that more than meets our customers’ needs.
Act in a courteous and professional manner in all dealings with stakeholders both in and outside of the department.
Demonstrates commercial flexibility by undertaking other responsibilities which are of a commensurate level as business needs change.
Cash (finances)
Delivers all services to agreed targets to ensure the performance and benefit of Customer Services remain efficient and offers value for money to AQA.
Product and internal processes
Compiles data for service, performance and volumes across customer channels.
Keep databases, reports and schedules up to date in keeping with deadlines.
Able to handle confidential data with appropriate sensitivity.
Support ad-hoc root cause analysis with data gathering to identify service improvements.
Ensures AQA is safe and legally compliant by applying AQA’s policies and other legislative requirements including but not limited to HSE, Equal Opportunities and ISMS.
People and culture
Drive personal performance, to achieve personal and organisational goals.
Work flexibly within the team and across the division according to business needs.
Models positive behaviours with confidence in line with business objectives.
Technology
Update spreadsheets and reports for day to day analysis and in support of the performance management of the team.
Support colleagues across the department with reporting on CRM and ACD systems with a high attention to detail.
To comply with AQA IT security policies.
Government and external
Keep up to date with GDPR guidelines when compiling data.
Section 2 – Key relationships and performanceKey internal relationships:
Customer Services
CRM Team
Key external relationships:
Key performance indicators:
Generate reports within agreed timelines
Update schedules and databases within agreed timelines
Section 3 – Person Profile
Knowledge
A/I/P - Understand importance of attention to detail and proofing
I/P - Understanding of relevant supply chain methodologies and best practice
I - Broad understanding of the political, educational and business context within which AQA works
Qualification
A - Grade C or above in GCSE English and Maths or equivalent qualification
Skills
A/I/P - Confident using Excel and databases
A - Experience working with a workforce management tool is preferred
I/P - Implements and embeds change positively
I/P - Track record in contributing to and delivering to departmental plans and targets
A/I/P - Strives to continually improve service and shows a willingness to learn new skills as required by departmental policy
Behaviours
I/P - Communication – share best practice with colleagues
I/P - Flexibility – embrace change and respond to feedback
I/P - Customer focused – demonstrate a world class customer focus
I/P - Personal contribution – understands individual part to play in achieving success
I/P - Continuous excellence – always striving to improve self through feedback and suggestions
Experience
A/I - Experience working in contact centre or customer services team is desirable
A/I/P - Experience working to and meeting deadlines
A/I/P - Successful track record of handling large volumes of data
Assessment key (criteria to be assessed at the selection stage)
A – application (it is essential to provide evidence on application for shortlisting purposes)
I - interview
T – test (or work sample)
P – probation
