Resource Planning and Management Information Analyst

Benefits include: Excellent pension plan (up to 6% double contribution), 28 days Annual Leave rising to 31 days with length of service + Bank Holidays, Westfield Health Cash Plan, non-contributory life assurance, up to 21 hours volunteering paid days, lifestyle benefits, Employee Assistance Programme and many more.

Early applications are encouraged as we reserve the right to close the advertisement and interview earlier than stated.

Join our Team at L&Q: Our customers are the most important part of our business and as a member of the customer service centre, it is vital that you have the passion to deliver a seamless customer journey utilising technology to support a variety of contact channels. At L&Q, we are seeking the right individual to support our move towards providing our Customers the ability to talk to us across multiple platforms, offering an integrated and unified contact path whilst ensuring all regulatory guidelines are adhered to.

Your impact in the role:

• You will support with the customer service and debt management service delivery plans and forecasts.
• Maintaining and building upon the existing WFM tool (Telepoti) as well as development of production of management information reporting.
• Provide effective and efficient analysis of staff resources, measuring performance against agreed SLAs.
• Planning and forecasting across multiple channels (inbound and outbound voice, email, social media, e-task and webchat) to support the CSC to meet service levels and performance goals.

What you'll bring:

• Excellent written and verbal communications skills, able to produce detailed and accurate forecasts and schedule plans with the ability to translate/communicate to internal Customers.
• Highly analytical with strong organizational skills.
• Self-motivated, flexible with a desire to deliver excellent results & new ways of working.
• Experience within a contact centre resource planning team with a good understanding of workforce management, inbound, outbound and back-office methodologies and metrics.
• Relevant workforce management experience in a fast-paced, customer-focused environment with advanced understanding of end-to-end resource planning methodologies.
• Practical ability within a scheduling/forecasting/real-time cycle, with a strong understanding of Contact Centre dynamics across omni-channel, resource implications and performance indicators.
• Ability to collaborate various data sources into meaningful, engaging reports with impact.

If this sounds like you we would love you to apply! If you require any reasonable adjustments at any stage during this process, including application stage, please email.

About L&Q: We're one of the UK's leading housing associations and developers. We were founded on a simple belief: high quality housing is vital for people's health, happiness and security. Everyone deserves a quality home that gives them the chance to live a better life. 250,000 people call our properties 'home', and we're proud to serve diverse communities across London, the South East and North West of England. People are at the heart of our business and our success depends on employing the best people and getting the best from them. The foundation of everything that we are is built on our corporate values and behavioural framework, which outlines our core expectations and should be demonstrated at all times, and all levels, when representing L&Q.

At L&Q, we know that diversity and inclusion make us stronger - and they're at the heart of everything we do. When we recruit, we look at what really matters: your skills, experience, and potential. We're proud to be recognised for creating an inclusive workplace. We're a Disability Confident Leader (Level 3) and we've introduced our own Recruitment Advocate scheme to make sure every step of our hiring process is fair, transparent, and consistent. It's all part of our commitment to ending discrimination and making L&Q a place where everyone feels welcome.

Sustainability is also at the heart of what we do. We recognise the responsibility we hold as one of the UK's largest housing associations.