Find a job 
Featured Companies 
Featured Universities 
For Companies At a Glance
- Tasks: Support customer service and debt management with resource planning and analysis.
- Company: Join L&Q, a leading housing association dedicated to quality homes.
- Benefits: Enjoy a great pension plan, generous leave, health benefits, and volunteering days.
- Why this job: Make a real impact on customer journeys using innovative technology.
- Qualifications: Strong analytical skills and experience in contact centre resource planning.
- Other info: Hybrid working model with opportunities for personal and professional growth.
The predicted salary is between 36000 - 60000 £ per year.
Location: London, Stratford or Manchester, Trafford
Hybrid: 20% - 40% of contractual hours to be worked from reporting office/working location (hybrid working)
Closing Date: 16th February 2026
Interview Dates: week commencing 23rd February
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…
Overview
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 SLA’s.
- 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 lqcareers@lqgroup.org.uk
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.
Resource Planning and Management Information Analyst employer: theforum.social - jobboard
Contact Detail:
theforum.social - jobboard Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Resource Planning and Management Information Analyst
✨Tip Number 1
Network like a pro! Reach out to people in the industry, attend events, and connect on LinkedIn. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for those interviews! Research L&Q, understand their values, and think about how your skills align with their mission. Practise common interview questions and be ready to showcase your analytical prowess.
✨Tip Number 3
Follow up after interviews! A quick thank-you email can go a long way. It shows your enthusiasm for the role and keeps you fresh in their minds as they make their decision.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re serious about joining the team at L&Q.
We think you need these skills to ace Resource Planning and Management Information Analyst
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Resource Planning and Management Information Analyst role. Highlight your relevant experience in workforce management and your analytical skills, as these are key to impressing us!
Show Off Your Communication Skills: Since excellent written communication is a must, ensure your application is clear and concise. Use examples that demonstrate how you've effectively communicated complex information in the past – we love seeing that!
Be Data-Driven: We’re looking for someone who can analyse data and produce meaningful reports. Include specific examples of how you've used data to drive decisions or improve processes in your previous roles. This will really catch our eye!
Apply Early!: Don’t wait until the last minute to submit your application. We encourage early applications as we might close the advert sooner than expected. Head over to our website and get your application in – we can’t wait to see it!
How to prepare for a job interview at theforum.social - jobboard
✨Know Your Numbers
As a Resource Planning and Management Information Analyst, you'll need to demonstrate your analytical skills. Brush up on key metrics related to workforce management and be ready to discuss how you've used data to drive decisions in previous roles.
✨Showcase Your Communication Skills
Since excellent written and verbal communication is crucial for this role, prepare to articulate your thoughts clearly. Practice explaining complex forecasting methods or performance metrics in simple terms, as if you were presenting to a non-technical audience.
✨Familiarise Yourself with the Tools
Get to know the WFM tools mentioned in the job description, like Telepoti. If you have experience with similar software, be prepared to discuss how you've leveraged these tools to improve efficiency and reporting in past positions.
✨Understand the Company Culture
L&Q values diversity and inclusion, so do some research on their corporate values and behavioural framework. Be ready to share how your personal values align with theirs and how you can contribute to a positive workplace culture.
