Demand Forecaster - National Services
National / Hybrid
Role: Demand Forecaster - National Services
Advertised by: HM Courts & Tribunal Services
Location: National / Hybrid
Salary: The national salary range is £35,335 - £37,847, London salary range is £40,014 - £42,859. Your salary will be dependent on your base location
Closing Date: 23-Dec-2025
Job description
Proud to serve. Proud to keep justice going.
If you’re customer focussed, intent on delivering excellent service, enthusiastic about leading and motivating a team, then this role gives you the opportunity to play a pivotal role within HM Courts & Tribunals Service (HMCTS).
About us
HMCTS is an agency of the Ministry of Justice responsible for the administration of criminal, civil and family Courts and Tribunals in England and Wales. Our National Services Workforce Management Team (WFM) supports our Courts and Tribunal Service Centres (CTSCs) to deliver services across various service lines.
Your role
This role, reporting to the Senior Forecaster/Scheduler, is responsible for delivering strategic volume and resource forecast models to allow correct staff resourcing that will support the delivery of the National Services KPI’s and align with organisational strategic goals. You will produce a long‑term plan of contact volume and productivity and work closely with senior leaders and Finance to develop plans that align to operational and budgetary requirements.
Your skills and experience
- Expert specialist and technical knowledge of Workforce Management and telephony systems.
- Data analysis experience including forecasting and budgeting to recommend staffing and scheduling solutions to Head of Operations.
- 4+ years’ experience in Contact Centre Workforce Management (WFM analyst, scheduler).
- Strong analytical and organisational skills, including trend analysis and the ability to meet deadlines and work under pressure with high volumes of data.
- Good communication skills to present information and findings clearly for management action.
- Degree level qualification in a discipline with significant data analytical content, or equivalent work experience (desirable but not essential).
Further details
New recruits to the Civil Service joining MoJ are expected to join at the band minimum.
Ways of working
Standard full time working hours are 37 hours per week, Monday to Friday. You must be flexible with working hours to accommodate business needs. There is an expectation for regular travel to a HMCTS national site and hybrid working may be available when it can be done effectively.
Skilled Worker Visa
This role is not eligible for new Skilled Worker visas in accordance with the current immigration rules. From 22 July 2025, changes to the Skilled Worker visa route may affect eligibility – see the MoJ guidance.
Additional information & working arrangements
Hybrid Working arrangements are informal and non‑contractual, blending work from your base location, other MoJ sites, and home. All employees will spend a minimum of 60% of their working time in an office, subject to local estate capacity.
Flexible working hours
The Ministry of Justice offers a flexible working system in many offices. MoJ welcomes part‑time, flexible and job‑sharing working patterns in accordance with the MoJ’s Flexible Working policy.
Benefits
- Annual Leave: 25 days on appointment, increasing to 30 days after five years of service.
- Scheme to buy or sell up to three days leave each year.
- Paid time off for public holidays and one privilege day, pro‑rata for part‑time and job‑share posts.
- Pension: Choice of pension schemes offered by the Civil Service.
- Training: Extensive range of training and development opportunities.
- Networks: Employee‑run networks for minority groups, people with disabilities, caring responsibilities, women, and LGBTQI employees.
If you would like to post a job listing please contact either
