At a Glance
- Tasks: Optimise workforce performance and create effective schedules in a fast-paced contact centre.
- Company: Join MaPS, a caring and inclusive company focused on transforming financial confidence.
- Benefits: Enjoy 30 days annual leave, flexible working, and generous employer contributions.
- Other info: Dynamic environment with opportunities for career growth and development.
- Why this job: Make a real impact by turning data into actionable solutions for customer success.
- Qualifications: Experience in workforce management and strong Excel skills are essential.
The predicted salary is between 46000 - 46000 £ per year.
Are you a data-driven planner with a passion for delivering the right resources at the right time? We're looking for a Resourcing Planning Analyst to play a key role in optimising workforce performance, supporting operational success, and driving exceptional customer outcomes. This is an exciting opportunity to combine your analytical expertise, scheduling experience, and stakeholder management skills to make a real impact in a fast-paced contact centre environment.
Why This Role Matters
As a Resourcing Planning Analyst, you'll be at the heart of our workforce planning function, ensuring we have the right people, with the right skills, in the right place at the right time. You'll create and maintain effective schedules, analyse workforce performance, and provide valuable insights that support operational decision-making and service delivery. Working closely with managers, operational teams, training, and quality functions, you'll help balance customer demand with business objectives, identify opportunities for continuous improvement, and contribute to a high-performing, customer-focused operation. If you're highly organised, analytically minded, and thrive on turning data into actionable solutions, we'd love to hear from you.
What You’ll Be Doing
- Create and maintain optimised schedules for contact centre and quality staff to meet forecasted demand, ensuring schedules accommodate specialist availability and skill sets.
- Coordinate with the Workforce Planning Manager, POM’s, and CDMS to align staffing with strategic goals.
- Communicate performance and resource trends and capacity requirements to stakeholders, providing actionable insights and recommendations.
- Partner with training and quality teams to schedule training sessions, meetings, and other activities without impacting service levels.
- Identify opportunities to enhance workforce management tools, processes, and methodologies.
- Generate and distribute regular reports on workforce performance, including shrinkage, attrition, and productivity metrics.
What You’ll Bring
- Previous experience in a similar role, ideally within a contact centre or customer services environment.
- Proficiency in workforce management tools and Excel-based rotas.
- Professional and flexible approach with a “can do” attitude.
- Highly self-motivated and performance-oriented with the ability to prioritise.
- Methodical, with excellent attention to detail.
- Excellent skills in Excel and a good working knowledge of Microsoft Office applications, including Power BI.
About Us
MaPS is based in bright, modern offices in Bedford, and we’re here to help people across the UK feel more confident and informed about their money. Our values guide how we work together: Caring – for colleagues and the communities we support, Connecting – building supportive, positive relationships, Transforming – creating impact that truly matters. We’re proud to foster an inclusive, welcoming culture. Our colleague networks include LGBTQ+, neurodiversity, women’s health, men’s health and ethnicity groups — and we welcome applications from all backgrounds.
What We Offer
- 30 days’ annual leave plus bank holidays
- Contributions matched 2 to 1 (employer contribution up to 10% of your salary)
- Season ticket loan
- Cycle to work scheme (up to £3,000)
- Subsidised eye tests & flu jabs
- Life assurance
- EAP Assist & Life
- Enhanced family and sick pay
- 2 paid volunteering days
- Recognition scheme
- Retail discounts portal
Flexible Working
We believe work should fit around life. This Bedford‑based role offers genuine flexibility so you can balance work, family, and personal commitments. We come together for purposeful team collaboration to stay connected and drive great results.
Career Development
We love supporting internal growth and progression, while continuing to follow fair and open Civil Service recruitment practices.
Important Information About Applying
MaPS is unable to offer visa sponsorship.
Reserve List
If you're successful at interview, we may place you on a reserve list for up to 6 months. If a similar role becomes available, you may be offered it without the need for another assessment.
Resourcing Planning Analyst employer: Money & Pensions Service
The Money & Pensions Service is an excellent employer, offering a dynamic and supportive work environment in Bedford where you can thrive as a National Debt Programme Procurement Lead. With a strong emphasis on career development and an inclusive culture, employees are encouraged to grow and innovate while contributing to meaningful projects that make a difference in people's lives. The hybrid working model further enhances work-life balance, making it an attractive place for those seeking rewarding employment.
Contact Details:
Money & Pensions Service Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Resourcing Planning Analyst
✨Get Social with Customer Support Communities
Join customer support groups on platforms like Facebook or Reddit. They often share job openings or temp opportunities. Engaging with these communities can help you learn more about the specific skills and experiences employers are looking for, plus you'll meet folks who might know about openings at companies like Money & Pensions Service.
✨Leverage Seasonal Hiring Trends
Since customer support roles can spike during busy seasons (think holidays and sales periods), keep an eye out for timelines when companies ramp up hiring. Make sure to apply early and stay active; sending a quick follow-up a week after applying can show your enthusiasm for the role.
✨Flex Your Communication Skills
In customer support, communication is key! Prepare for hypothetical scenarios that test your problem-solving and customer interaction skills. Practising answers to common role-play questions can really help you shine in interviews—trust us, it makes a difference!
✨Make the Most of Job Boards
Use industry-specific job boards like Glassdoor or Indeed to find temporary roles. Don’t forget to set up alerts for customer support positions at companies like Money & Pensions Service. The earlier you apply, the better your chances, so keep your finger on the pulse!
We think you need these skills to ace Resourcing Planning Analyst
Some tips for your application 🫡
Highlight Your Communication Skills:In customer support, top-notch communication is key. Make sure your CV showcases any previous experience where you’ve had to clearly convey information or resolve issues. If you’ve handled customer queries via email or chat, mention it! Let’s see those strong verbal and written skills shine through.
Showcase Problem-Solving Experience:Employers love to see how you've handled tricky situations. Include examples in your application where you’ve tackled customer concerns or had to think on your feet. It's all about proving you can keep cool under pressure and find solutions—something super important in a temporary customer support role!
Tailor Your Approach for Temporary Roles:Since this is a temporary gig, make sure your cover letter emphasises your flexibility and eagerness to dive right in. Mention that you're ready to hit the ground running and are adaptable to new tools or systems—this shows that you understand the urgency often needed in temporary positions.
Proof of Customer Satisfaction:If you’ve got any quantifiable achievements from past customer support roles, like improved customer satisfaction scores or successful project completions, make sure to include them. Numbers speak volumes! This not only shows your capability but also gives us a reason to believe you'll bring that same success to Money & Pensions Service.
How to prepare for a job interview at Money & Pensions Service
✨Master the Customer Interaction Game
In customer support, we need to showcase our people skills. Prepare for role-playing scenarios where you'll demonstrate how to handle difficult customers or resolve complaints. Think about the types of issues common in Money & Pensions Service's industry and how you can respond empathetically and effectively!
✨Know Your Products Inside Out
For a temporary role, it's crucial to familiarize yourself with the products or services Money & Pensions Service offers. Brush up on key features, common issues, and FAQs. This knowledge will enable you to respond quickly and confidently to customer queries, showing you’re ready to jump in at a moment’s notice!
✨Flexibility is Key - Emphasise Your Adaptability!
Since this is a temporary role, we're looking to convey how quickly we can adapt to new systems or processes. Be ready to share examples of how you've quickly learned new tools or adjusted to changing environments in past roles. Show them you're the go-to person when the pressure's on!
✨Prepare for Quick Conversational Q&A
You might face a rapid-fire round of questions about customer service principles or how you'd handle specific situations. To ace this, think through different customer scenarios ahead of time, and practice your responses to ensure they're concise and impactful. The aim is to demonstrate your quick thinking and problem-solving skills!
