Resource Planning Lead
Permanent | Salary from £40,120 up to £47,200 depending on experience | Working hours: 37 hours | Location: Pity Me or Suffolk | We’re open to discussing flexible working.
About The Role
This is a key leadership opportunity within the Customer Directorate, responsible for overseeing real‑time, short and medium‑term resource planning across a multi‑site operation. Reporting to the Workforce Optimisation Manager, the role leads end‑to‑end planning activity across voice contact, digital contact channels, and field scheduling support, ensuring that operational delivery is supported by accurate forecasting, effective scheduling, and strong governance.
The position plays a critical role in enabling service, customer, and regulatory requirements to be consistently achieved. It involves leading a team of Resource Planners, providing guidance and support to deliver high‑quality planning outcomes, and acting as a central point of contact for workforce planning activity across the directorate. Alongside this, the role collaborates closely with stakeholders to translate performance data into clear insights and recommendations that drive operational decisions and improve efficiency.
Success in this role will come from strengthening workforce management practices, embedding consistency in planning standards, and using data‑led insight to optimise utilisation and improve customer outcomes. The role also contributes to maintaining accurate customer activity plans, ensuring that multi‑channel service levels are aligned with demand and business objectives. There is an opportunity to make a tangible impact by shaping planning strategies, influencing decision‑making, and supporting continuous improvement across customer operations.
About You
You bring strong experience in workforce planning, scheduling, and real‑time delivery within a complex, multi‑skilled operational environment. This includes practical experience of planning for voice contact, digital contact channels, and supporting field scheduling teams. You are confident working across both voice and non‑voice demand and have a solid understanding of forecasting techniques across short to medium‑term planning horizons. Your analytical capability allows you to translate complex data into clear, practical insights that support effective decision‑making.
You are comfortable leading or supporting specialist teams and are able to build constructive relationships with a wide range of stakeholders. You demonstrate a proactive approach to managing priorities, maintaining accuracy, and responding effectively to changing operational demands. A strong working knowledge of workforce management tools and scheduling software is expected, alongside advanced skills in Excel and Microsoft Office.
You communicate clearly and effectively, both in writing and verbally, and are able to present information in a structured and meaningful way to senior colleagues. A focus on continuous improvement, commercial awareness, and a commitment to delivering efficient, high‑quality service are key to your approach.
You bring a collaborative and accountable mindset, taking ownership of outcomes while supporting the development of others. You are organised and adaptable, able to balance competing priorities while maintaining attention to detail. Your ability to influence, provide constructive challenge, and contribute positively to team culture will help deliver strong results for customers, colleagues, and the wider organisation.
Please note this role will require a DBS to be completed prior to employment.
NWG are an inclusive employer who support the rehabilitation of offenders; however, we will not consider candidates who have certain unspent convictions to ensure our commitment to fostering a safe and secure working environment for all colleagues, suppliers, customers and third parties.
Benefits
- Generous holiday entitlement starting at 23 days, plus bank holidays and additional time off on Christmas Eve and New Year’s Eve. Option to buy or sell holidays.
- Company pension scheme, where we’ll double match your contributions up to an employer contribution of 11%.
- Free access to local attractions.
- A fantastic discount scheme, with savings on days out, shopping, travel and more.
- Award winning ‘Living Well’ wellbeing support, including access to a digital GP service for you and your family members.
- Support with sustainable travel – through salary sacrifice cars and a cycle to work scheme.
- Financial wellbeing support – access our community savings scheme, financial education and low cost loans through Salary Finance. We also provide 4 × Life Assurance and an Income Protection Scheme.
- Support with your development – we offer a range of development opportunities, can support you through an interest‑free qualification loan and we’ll even pay for any relevant professional body subscription.
About Us
Northumbrian Water Group (NWG) provides water and sewerage services to 2.7 million people in the North East of England as Northumbrian Water, and water services to 1.5 million people in the South East of England as Essex & Suffolk Water. We are proud to serve our customers and we are committed to delivering great service, putting our customers at the heart of everything we do.
We embrace diversity, inclusion and equity, encouraging all colleagues to bring their full selves to work. We are an equal‑opportunity employer committed to having a diverse community represented across our business.
We encourage and welcome all applications as we strive to have diverse communities represented in all our teams and structures.
#J-18808-Ljbffr…