At a Glance
- Tasks: Create forecasts and resource plans to help achieve departmental targets.
- Company: Join Dŵr Cymru, a forward-thinking company in Cardiff.
- Benefits: Competitive salary, career growth, and a collaborative work environment.
- Other info: Dynamic role with opportunities to influence key stakeholders.
- Why this job: Make a real impact by improving customer service through effective planning.
- Qualifications: Experience in resource planning and strong Excel skills required.
The predicted salary is between 35833 - 39163 £ per year.
City: Cardiff
Address: Cardiff, Wales, GB, CF3 0LT
Job Requisition Number: 8921
Work Type: Permanent
Job Function: Customer Services
Salary Range: £35,833.00-£39,163.00
Closing Date: Thursday 30th July 2026 at 23:59
If you would like further information on this role, please contact Nic.Johnson@dwrcymru.com
What you will be responsible for:
- Produce forecasts and resource plans for specific business areas to assist in the delivery of departmental targets covering short-, medium- and long-term outlooks.
- Develop and effectively utilise bespoke planning and forecasting models to ensure that departments can achieve their KPIs in the most cost-effective manner.
- Maintain and operate our WFM/WFO systems for forecasting and scheduling purposes.
- Investigate various Contact Centre metrics and trends to continuously improve the plans and forecasts to achieve great service for our customers.
- Work collaboratively with the wider Planning & Performance team to support the development of a pan-Retail, multi-channel plan.
- Support in-day delivery of service levels through Real Time Analysis to ensure employee schedule adherence and management and tracking of off-line exceptions.
- Embrace a forward-thinking culture and continue to challenge and improve current methods to ensure that best practice is embedded throughout the team.
About you:
- Good experience of Resource Planning and Demand Modelling.
- Good experience of working with and influencing key stakeholders in an organisation to help deliver effective plans.
- Good experience of operating and maintaining Telephony & WFM/WFO systems.
- Ability to develop forecast models for a multi-channel contact centre environment.
- Good knowledge of Excel is essential.
- Knowledge of advanced modelling tools such as CACI Forecaster or IBM Modeller (or similar) - Desirable, not essential.
- Proven track record of delivering effective resource planning.
- Ability to communicate insights and meaning to all levels of seniority in a way which delivers the message clearly and succinctly.
- Ability to identify and highlight potential future issues that could impact the business and propose mitigation to avoid them.
Dŵr Cymru Cyf, a limited company registered in Wales No. 2366777. Registered office: Linea, Fortran Road, St. Mellons, Cardiff CF3 0LT
Planning Specialist in Cardiff employer: Dwr Cymru Welsh Water
Dŵr Cymru Welsh Water is an exceptional employer, offering a dynamic work culture that prioritises collaboration and innovation in the heart of Cardiff. Employees benefit from comprehensive professional development opportunities, a commitment to sustainability, and a supportive environment that values diversity and inclusion, making it a rewarding place to advance your career while contributing to the community.
StudySmarter Expert Advice🤫
We think this is how you could land Planning Specialist in Cardiff
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Dwr Cymru Welsh Water. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Dwr Cymru Welsh Water before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Planning Specialist in Cardiff
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Dwr Cymru Welsh Water:Your cover letter is your chance to shine! Tell us why you want to work at Dwr Cymru Welsh Water specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Dwr Cymru Welsh Water!
How to prepare for a job interview at Dwr Cymru Welsh Water
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
