At a Glance
- Tasks: Manage resource planning and optimise contact centre schedules for customer satisfaction.
- Company: Dynamic insurance analytics company with a focus on innovation and customer-centricity.
- Benefits: Flexible working, competitive salary, annual bonus, and employee discounts.
- Other info: Opportunity for career growth and exposure to market-leading software.
- Why this job: Join a collaborative team and make a real impact in the world of insurance analytics.
- Qualifications: Experience with Workforce Management systems and strong analytical skills.
The predicted salary is between 28800 - 43200 £ per year.
DLG is evolving. Across every part of our business, we’re embracing innovation and putting customers at the heart of everything we do. Join us and you’ll not only be recognised for your skills, you’ll be empowered to grow them, make a real impact, and shape the future of insurance analytics.
We’re looking for a Planning Delivery Analyst to join our Motability team in Liverpool. This is a role for someone who loves the puzzle of resource planning—someone who can look at a contact centre operation and ensure we have the right people, in the right place, at the right time. You won't just be crunching numbers; you’ll be the heartbeat of our operational performance. From short-term "on-the-day" troubleshooting to long-term trend prediction, your insights will directly impact our customer satisfaction levels and ensure our frontline teams are supported and effectively scheduled.
What You’ll Be Doing
- End-to-End Scheduling: Manage short, medium, and long-term planning for our operational areas, ensuring contact centre schedules are optimised to meet customer demand.
- Workforce Management: Own the maintenance of workforce management systems and telephony tools, using prediction modelling to forecast performance across all operational units.
- Real-Time Delivery: Monitor the live "phones and mailbox" environment, responding to agent requests and making real-time adjustments to maintain service levels.
- Strategic Communication: Act as the bridge between planning and operations, maintaining a regular rhythm of communication with leaders to keep them informed of performance trends and future resource plans.
- Resource Optimisation: Undertake skill and call routing analysis to ensure we are utilising our people effectively and providing the best possible service to our customers.
- Continuous Improvement: Identify opportunities to modernise our workflow management and streamline how we handle operational resource requests.
What We’re Looking For
- WFM Expertise: Knowledge and experience working with Workforce Management (WFM) systems. Exposure to tools like Genesys or QStory is highly advantageous.
- Analytical Mindset: An advanced ability to understand data and use it for capacity planning and prediction modelling.
- Operational Environment: Knowledge and experience working within a highly customer-focused environment, understanding the pressures and rhythms of a busy contact centre.
- Planning Skills: Knowledge and experience in resource planning, from managing daily schedules to predicting future operational events.
- Communication: The ability to translate complex data into clear updates for operational leaders and frontline staff.
Ready to help us turn data into decisions? Apply now and help us redefine insurance analytics.
Benefits
We wouldn’t be where we are today without our people and the wide variety of perspectives and life experiences they bring. That’s why we offer excellent benefits to suit your lifestyle and a flexible working model combining the best parts of home and office-working.
- Employer contributed pension
- Annual company bonus
- Holiday allowance (plus the option to buy or sell days each year)
- Discounted home, motor and pet insurance plus free Green Flag breakdown cover
- Additional optional Health and Dental insurance
- EV car scheme allows all colleagues to lease a brand new electric or plug-in hybrid car in a tax efficient way
- Buy as you earn share scheme
- Employee discounts and cashback
You’ll also receive:
- A detailed and tailored induction plan.
- An opportunity to join a collaborative team of six on a rotational basis, offering a diverse view of the business.
- Exposure to market-leading software such as Genesys, QStory, and other advanced telephony tools.
- A friendly, supportive and progressive business with ambitious objectives and plans.
Closing Date: Friday 06 March 2026
Planning Delivery Analyst in Liverpool employer: Direct Line Group Careers
At DLG, we pride ourselves on being an excellent employer that values innovation and employee growth. Our hybrid working model in Liverpool allows for a balanced work-life experience, while our commitment to continuous improvement and collaboration ensures that every team member can make a meaningful impact. With competitive benefits, including an employer-contributed pension and opportunities to work with cutting-edge technology, we empower our employees to thrive in their roles and shape the future of insurance analytics.
StudySmarter Expert Advice🤫
We think this is how you could land Planning Delivery Analyst in Liverpool
✨Dive Into Industry Networking Events
Get your foot in the door by attending insurance industry events and conferences. Not only will you learn about the latest trends, but you'll also meet potential employers and industry peers. Check out local chapters of professional bodies like the Chartered Insurance Institute for valuable meetups.
✨Use LinkedIn to Your Advantage
Don’t underestimate the power of LinkedIn in the insurance world. Engage with industry content, join relevant groups, and connect with professionals at companies you admire (like Direct Line Group Careers). A thoughtful message explaining your interest can really make a difference!
✨Look Out for Graduate Schemes
Many firms in insurance have structured graduate programmes. Keep an eye on application windows and utilise your university's career services for insider tips. These schemes are designed to develop talent and often lead to permanent roles after your initial training.
✨Leverage Your Current Connections
Got friends or family in the industry? Now’s the time to reach out! Personal referrals can give you a head start, so let them know you're on the lookout for full-time opportunities at places like Direct Line Group Careers. Don’t shy away from asking for a coffee chat; you never know what doors it might open!
We think you need these skills to ace Planning Delivery Analyst in Liverpool
Some tips for your application 🫡
Highlight Your Analytical Skills:In insurance, we love a candidate who can crunch numbers and analyse data effectively. When crafting your CV, make sure to showcase any relevant coursework or experiences that highlight your analytical abilities, especially if you’ve tackled risk assessment or financial modelling.
Showcase Industry Knowledge:Don’t be shy about your knowledge of the insurance sector! We want to see that you've done your homework on current trends, regulations, and challenges in the industry. Mention any relevant projects or studies you’ve completed that demonstrate your understanding of the field in your cover letter.
Craft a Compelling Cover Letter:Your cover letter should tell us why you’re passionate about insurance. Share any personal experiences or what drew you into this profession. We’re looking for enthusiasm and a clear motivation for why you want to be part of our team at Direct Line Group Careers.
Tailor Your CV for the Role:Don't just send a generic CV! Focus on tailoring it specifically for the insurance role at Direct Line Group Careers. Highlight relevant skills such as risk management, customer service experience, or any certifications you've earned in the industry to make your application stand out.
How to prepare for a job interview at Direct Line Group Careers
✨Know Your Numbers: Insurance Fundamentals
Brush up on your understanding of key insurance concepts, like underwriting principles and risk assessment. Expect the interviewer at Direct Line Group Careers to throw some technical questions your way, so be ready to demonstrate your grasp of these essentials.
✨Showcase Your Analytical Side
In the insurance world, it's all about data. Prepare to discuss any analytical tools or methodologies you've used in past experiences. If you have a portfolio of projects where you've tackled complex data, bring that along to impress the team!
✨Prepare for Behavioural Questions
As a full-timer at Direct Line Group Careers, they'll want to know how you handle real-life scenarios, not just theory. Think about challenges you've faced in teamwork or customer service, and how those experiences can relate to a career in insurance.
✨Know the Company Culture Inside Out
Understanding Direct Line Group Careers's values and workplace culture is essential. Don’t just memorise their mission statement; think about how your personal values align with theirs. This will show your genuine interest in being part of their team long-term.
