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Workforce Planner

Jan 08, 2021

Exeter office

As part of the AXA Group, Taking Care provides around the clock support to over 70,000 people.  Through our personal alarm service, we give people the confidence to live well and remain in the home they love.  This is in line with our greater ambition – to be the single source of products, services, information, and advice our customers can trust to take care of the essentials of life.

We are looking to recruit a Workforce Planner who will have the responsibility for the delivery of accurate and timely workforce planning, to support the resource needs in a Contact Centre environment. The role will support the business strategic ambition for growth through analysis of resource needs, competency scheduling and future Tender requirements.

The work produced will be used to inform future recruitment strategies, succession planning, and competency management.

The successful candidate will provide accurate, timely, benchmarked workforce information to the organisation to support decision-making and planning. They will also design and develop the workforce planning processes and working practices to support the achievement of business-critical targets, They will need to have strong interpersonal skills and be willing and able to take personal responsibility for tasks.

A flexible attitude is required to support team working and delivery of objectives. They will be expected to support learning and development of themselves and others. They will support and promote equality and diversity in their dealings with team members. A passion for excellence is essential for this role.

The main responsibilities of the role are:

  • Managing and delivering the full workforce planning cycle – Forecast, Schedule, Monitor and Review;
  • To contribute to the business strategy by enabling a high performing, optimised and effective Workforce Plan;
  • Production of long, and short term, forecasts based on call demand, volume, and competencies to provide safe staffing levels and accurate provision of experience and knowledge of client requirements;
  • Providing Contact Centre performance reporting – identifying risks, issues, trends, and opportunities to support continuous improvement of performance;
  • To ensure that performance reports are accurate and informative and are accompanied by adequate explanation, which is easily understandable and related to service needs.
  • Producing and updating staff schedules to ensure employees are appropriately allocated to tasks, based on competencies;
  • To monitor real time activities against forecast, adjusting and updating the workforce plan accordingly;
  • Providing information regarding resource requirements for future Tenders and contractual requirements, ensuring efficient and effective resource assumptions/plans are in place to support the Bid;
  • Developing and maintaining a range of comparative workforce data to inform the key performance indicators and support performance monitoring;
  • Maintaining strong communication links with employees and managers, ensuring schedules are explained, shared, and enacted upon to achieve targets;
  • To work with managers to ensure workforce information is accurate and relevant to service and organisational needs;
  • To make best use of existing systems such as PNC, Answer link, Outlook, shared drives and other software packages to simplify, speed-up, and share transactional processing; and to investigate opportunities to initiate change.


Essential skills & experience:

  • Demonstrable workforce planning experience in a Contact Centre environment.
  • Experience of data sources and information flows in relation to their scope and limitations
  • Using tools and techniques in data collection, manipulation and analysis including planning, forecasting and modelling, and database development.
  • Proven ability to produce, analyse and interpret complex sets of information.
  • Ability to present and explain complex information to non-technical staff in a user-friendly way.
  • Strong numeracy skills, together with excellent written and verbal communication skills.
  • Demonstrable ability to work within a fast-paced environment and to meet conflicting deadlines.


Benefits package:

Salary - £30,000 p.a. dependent upon previous experience.

  • 26 days’ paid annual leave plus Bank Holidays.
  • Well being programmes.
  • Free parking on site.
  • Life Assurance of 4 times’ salary.
  • Contributory pension scheme.
  • Retail Discounts Portal.
  • Health on Line Cashback Plan.
  • Development training.

This role will require a Basic DBS Check. The hours of work will be 35 per week plus an hour’s unpaid lunch break each day.

The candidate will have the choice of location to work from – either our offices in Ashburton, or in Pynes Hill, Exeter. After successful probation there may be the opportunity for some home working.

The first interview will be via the telephone and successful applicants will then be invited for a second interview either via Microsoft Teams or in person. The second interview may require a presentation to be made plus a numeracy test.

Please only apply via Indeed and complete all the questions and assessments, which form part of our recruitment process.