At a Glance
- Tasks: Manage resource planning and optimise contact centre operations for exceptional customer service.
- Company: Join Marston Holdings, a supportive and collaborative workplace.
- Benefits: Enjoy competitive salary, 25 days leave, health perks, and exclusive discounts.
- Other info: Opportunities for growth and learning in a fast-paced setting.
- Why this job: Make a real impact in a dynamic environment while developing your career.
- Qualifications: Analytical skills and experience in resource planning or contact centre operations preferred.
The predicted salary is between 30000 - 40000 £ per year.
We are now looking for a highly analytical and organised Resource Planner to join our Contact Centre operation. This is an exciting opportunity to play a key role in ensuring our multi-site contact centres operate efficiently, effectively, and consistently deliver against contractual KPIs and service standards.
The Role
Reporting to the Head of Resource Planning, you will be responsible for maintaining and developing group dialler functionality across multiple contact centre sites and brands. You will manage forecasting, scheduling, real‑time performance, and resource planning activities to ensure operational efficiency and exceptional customer service delivery. You will work closely with operational leaders and stakeholders across the business to optimise resource allocation, improve campaign performance, and support continuous improvement initiatives.
Key Responsibilities
- Manage cross-site dialler functionality across inbound and outbound campaigns
- Produce short and long-term forecasts, schedules, and staffing plans
- Monitor live contact centre KPIs and identify trends or performance issues
- Create and maintain performance reports across multiple contact channels
- Manage resource levels, holidays, meetings, and real-time adherence
- Ensure inbound customer calls and callbacks are managed within agreed SLAs
- Develop and maintain campaigns, IVRs, web chat functionality, and dialler strategies
- Drive improvements in contact rates, talk times, wrap-up times, and overall campaign performance
- Maintain contact centre technologies to minimise downtime and maximise efficiency
- Develop wallboards and dashboards to support operational communication and performance visibility
- Work collaboratively with stakeholders across multiple brands and departments
- Support the Resource Planning Manager in achieving operational objectives
About You
You are highly analytical, detail‑oriented, and confident working in a fast-paced contact centre environment. You will ideally have:
- Experience within resource planning, workforce management, or contact centre operations
- Strong analytical and reporting skills
- Excellent organisational and time management abilities
- The ability to communicate effectively with stakeholders at all levels
- A proactive approach to problem solving and continuous improvement
- Good presentation and communication skills
- A willingness to learn new systems, tools, and areas of the business
What We Offer
- Competitive salary
- 25 days annual leave + bank holidays
- Enhanced family benefits, including comprehensive maternity and paternity packages
- Health cash‑back plan to support your wellbeing
- Exclusive staff perks, including discounts on high‑street shopping, travel, leisure activities, and wellness programmes
- Pension scheme offering long‑term peace of mind
Why Join Marston Holdings?
At Marston Holdings, we are committed to creating a supportive and collaborative working environment where employees can develop and progress their careers. You will be joining a growing organisation with opportunities to learn, contribute, and make a real impact across our contact centre operations. If you are looking for a challenging and rewarding opportunity within a dynamic business, we would love to hear from you.
New starters will be subject to clearance through the Disclosure and Barring Service and a County Court Judgment check. In addition, the post holder is expected to keep the Company updated if their personal circumstances change. We are an equal opportunity employer, which means we'll consider all suitably qualified applicants regardless of gender identity or expression, ethnic origin, nationality, religion or beliefs, age, sexual orientation, disability status or any other protected characteristic. We recruit and develop our people based on merit and their passion for creating better outcomes, and we're committed to creating an inclusive environment for all employees.
Resource Planner employer: Marston (Holdings)
At Marston Holdings, we pride ourselves on being an excellent employer by fostering a supportive and collaborative work culture that prioritises employee growth and development. As a Resource Planner in our dynamic contact centre environment, you will enjoy competitive salaries, generous annual leave, and exclusive staff perks, all while contributing to meaningful improvements in operational efficiency and customer service delivery. Join us to make a real impact and advance your career in a thriving organisation committed to inclusivity and continuous improvement.
StudySmarter Expert Advice🤫
We think this is how you could land Resource Planner
✨Tip Number 1
Network like a pro! Reach out to current employees at Marston Holdings on LinkedIn or other platforms. Ask them about their experiences and any tips they might have for landing the Resource Planner role.
✨Tip Number 2
Prepare for the interview by brushing up on your analytical skills. Be ready to discuss how you've used data to improve resource planning in past roles. We want to see your problem-solving prowess in action!
✨Tip Number 3
Showcase your organisational skills during the interview. Bring examples of how you've managed schedules or forecasts in previous jobs. This will help us see how you can contribute to our contact centre operations.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you're genuinely interested in joining our team at Marston Holdings.
We think you need these skills to ace Resource Planner
Some tips for your application 🫡
Tailor Your CV:Make sure your CV reflects the skills and experience mentioned in the job description. Highlight your analytical abilities and any relevant resource planning experience to catch our eye!
Craft a Compelling Cover Letter:Use your cover letter to tell us why you're the perfect fit for the Resource Planner role. Share specific examples of how you've improved operational efficiency or managed resources effectively in the past.
Showcase Your Analytical Skills:Since we're looking for someone highly analytical, don’t shy away from including any data-driven achievements. Whether it’s improving KPIs or optimising schedules, let us know how you’ve made an impact!
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way to ensure your application gets into the right hands and shows us you’re serious about joining our team!
How to prepare for a job interview at Marston (Holdings)
✨Know Your Numbers
As a Resource Planner, you'll be dealing with forecasts and KPIs. Brush up on your analytical skills and be ready to discuss how you've used data to drive decisions in previous roles. Bring examples of reports or dashboards you've created to showcase your experience.
✨Understand the Dialler Functionality
Familiarise yourself with dialler systems and their functionalities. Be prepared to talk about how you’ve managed dialler strategies in the past and how you can optimise them for better performance. Showing that you understand the technical side will impress your interviewers.
✨Communicate Effectively
Since you'll be working closely with various stakeholders, practice articulating your thoughts clearly. Think of examples where you've successfully communicated complex information to different audiences. This will demonstrate your ability to collaborate across departments.
✨Show Your Problem-Solving Skills
Be ready to discuss specific challenges you've faced in resource planning and how you overcame them. Highlight your proactive approach to continuous improvement and any initiatives you've led that resulted in operational efficiency. This will show that you're not just reactive but also strategic.
