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Resource Planning Officer

External
aqa logoAqa · Manchester, UK
Full-timeHybridToday
ExcelForecasting
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About the role

This role requires an organised approach to providing administrative support within the Resource Planning team. Gathering data and completing general administration relating to the scheduling of the Customer Services workforce ensuring that all tasks are completed accurately and within challenging timelines. To ensure we work to an excellent standard as part of a team at delivering a world class service in line with departmental quality standards to keep processes efficient at all times.Section 1 - Accountabilities Customer (external or internal) Build exceptional relationships with our internal and external customers, guiding the team in consistently deliver our aim for world class service that more than meets our customers' needs. Act in a courteous and professional manner in all dealings with stakeholders both in and outside of the department. Demonstrates commercial flexibility by undertaking other responsibilities which are of a commensurate level as business needs change. Cash (finances) Delivers all

Responsibilities

  • In this role, you'll be responsible for :
  • 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

Requirements

  • We're looking for someone who enjoys working with data, solving problems and supporting colleagues to deliver great outcomes.
  • 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
  • #MCRE
  • #LI-FH1
  • Recruitment Agencies
  • We have a preferred supplier list (PSL) in place.
  • Unsolicited CVs will be treated as a gift. We will not be subject to or liable under your terms and conditions for agency fees.
  • Full Job Description

Benefits

This role gives you the chance to make a real impact every day. You'll benefit from: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 DecemberA 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 daysHealth insuranceFlexible scheduleEquity / stock options

Additional Information

At AQA, we're committed to advancing education and we're committed to our people. As the largest provider of academic qualifications in the UK , we mark over 10 million exam papers each year and it's our people who make this happen. Resource Planning Officer Manchester Permanent Salary circa £27,500 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.

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