Hybrid Working – min 2 days per office per week
The Resource Planning Officer role gives you the chance to use your planning skills to shape a smooth, positive experience for every customer who contacts us. You’ll work at the heart of Customer Services, using data and insight to ensure we have the right people in the right place at the right time. Your work will directly influence customer experience and support AQA in helping learners reach their potential.
Key Responsibilities
- Creating accurate forecasts across multiple contact channels.
- Build and maintain capacity plans to meet demand across the year, including peak periods.
- Produce and manage adviser schedules to optimise performance.
- Monitor real‑time service performance and make adjustments to improve outcomes.
- Use data and insight to support operational decision making.
- Work closely with Customer Services teams to understand performance and identify improvements.
What’s in It for You
- Work that directly improves customer experience.
- Opportunities to grow your planning and analytical skills.
- A supportive, values-driven organisation, a charity where every colleague is passionate about education and supporting teachers and learners.
- Flexible working arrangements to support work‑life balance – 2 days per week in the office whilst being reflective of business need, a 35 hour working week, 25 days annual leave with additional closure in December.
- A collaborative, inclusive culture that values your ideas – the opportunity to join lots of network groups (LGBTQ+, neurodiversity, disAbility, empowering women, wellbeing, ethnic diversity, parents and carers and more).
- Wellbeing programmes including private health insurance and a health care cash reward plan, subscription to Headspace, volunteering days.
- At AQA, we are committed to fostering a workplace that celebrates diversity and promotes equity and inclusion. We believe that a diverse team brings richer perspectives and drives better outcomes. Our ED&I strategy ensures that everyone – regardless of religion, ethnicity, gender identity or expression, age, disability, sexual orientation, or background – is valued, respected, and empowered to thrive. We actively promote inclusive language, avoid stereotypes, and strive for representation across all dimensions of diversity. We welcome applications from individuals of all backgrounds and lived experiences.
What we’re looking for
- Experience working in a contact centre, operational or planning environment.
- Strong analytical skills with confidence using Excel.
- Ability to interpret data and communicate insights clearly.
- Good attention to detail and a proactive approach.
- Experience in resource planning or workforce management.
- Exposure to forecasting, scheduling or real-time performance.
- Experience using workforce management tools (e.g. Verint, Genesys or similar).
Application Process
To apply, please submit your CV and cover letter explaining your suitability for the role. Applications close at 23:59 on Monday 13 July 2026. Interviews will take place in the Manchester office so that you can see where you will be working in the week beginning 20 July 2026.
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