Resource Planning Analyst

Job summary

Are you a proactive problem-solver with a passion for analysing data, improving performance and delivering excellent customer service? We're looking for a Resource Planning Analyst to join HM Land Registry's Customer Services Group (CSG).

In this role, you'll be an integral part of the Resource Planning Team, helping to ensure we have the right people in the right place at the right time. You'll play a key role in monitoring real-time performance, optimising resource utilisation and supporting operational delivery across our customer service functions. Working closely with managers, frontline colleagues and external partners, you'll use data-driven insights to help maintain service levels, improve customer experience and support informed decision-making.

This is an exciting opportunity to develop specialist knowledge in workforce planning, workforce management systems and operational performance, while contributing to the delivery of a high-quality service for our customers.

Job description

As a Resource Planning Analyst, you will support the Realtime Manager and work closely with colleagues across the Resource Planning Team to ensure appropriate resource coverage is maintained for customer enquiries and operational activities.

You'll be responsible for analysing real-time performance, identifying risks to service delivery and taking proactive action to minimise disruption. The role also involves maintaining and supporting workforce management and call routing systems, providing technical guidance to users and building strong working relationships with stakeholders across HM Land Registry.

This is a varied and fast-paced role where you'll have the opportunity to influence operational performance, contribute to continuous improvement and develop valuable expertise in workforce planning and analysis.

You will:

• Effectively plan operational activities and shrinkage to maximise resource utilisation while maintaining service levels.
• Schedule and update activities including training, communications, meetings and other off-the-phone work.
• Monitor real-time performance and identify service level risks, taking appropriate action to minimise impacts on service delivery.
• Work collaboratively with line managers and advisors to schedule non-telephone activities at times that best support operational performance.
• Develop an understanding of different workstreams and use this knowledge to optimise capacity, particularly during peak demand and holiday periods.
• Communicate performance impacts, disruptions and emerging trends to managers and key stakeholders.
• Attend daily operational meetings and present performance information, providing analysis and insight into achievements and areas of risk.
• Monitor and escalate incidents where appropriate, ensuring service-affecting issues are identified and prioritised promptly.
• Maintain and regularly audit workforce management and call routing systems to ensure data accuracy and integrity.
• Build effective relationships with colleagues across HM Land Registry to identify potential risks and issues that could affect resource levels or service delivery.
• Provide advice, guidance and technical support to users of workforce management and call routing systems.
• Analyse performance data to identify customer demand patterns, resourcing trends and opportunities for improvement.
• Record and communicate service disruptions to support future forecasting and planning activities.
• Manage workforce and telephony system skills records, ensuring information is accurate, consistent and up to date.
• Undertake any other duties reasonably requested by the line manager.

Additional Information

• The post holder will be accountable to the Resource Planning and Delivery Lead.
• The role is likely to involve some travelling to Other HM Land Registry Offices and other locations which may include some overnight stays.
• The CSC Telephone opening hours are 08:00 to 17:00. You will be required to work with the other members of the CSC Resource Planning Team to ensure that there is appropriate cover across the opening hours. You may also be required to travel occasionally to attend cross-site Customer Services and Resource Planning Team meetings and workshops.
• The post holder will be required to work a minimum of 32 hours per week.

Person specification

To be successful, you will have:

• Experience in resource planning and scheduling within a contact centre environment.
• Experience using basic Microsoft Excel formulas.
• Experience working as an effective team player.
• Experience keeping accurate and detailed records.
• The ability to work to tight deadlines and prioritise tasks.
• Effective communication and presentation skills.
• The ability to constructively challenge evidence, when appropriate.
• The ability to effectively negotiate.
• The ability to remain motivated and drive positive change when faced with delays and/or resistance.
• The ability to work on own initiative.

Please see job description for further details.

Behaviours

We'll assess you against these behaviours during the selection process:

• Making Effective Decisions
• Working Together
• Managing a Quality Service
• Delivering at Pace

Benefits

Alongside your salary of £32,119, HM Land Registry contributes £9,304 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides (opens in a new window).

Make a Real Impact

Play a vital role in ensuring customers receive a responsive and effective service by helping to optimise resources and operational performance.

Develop Specialist Skills

Gain valuable experience in workforce planning, forecasting, workforce management systems, performance analysis and operational delivery.

Collaborate Across the Organisation

Work with a wide range of stakeholders including frontline colleagues, managers, senior leaders and external partners.

Data-Driven Decision Making

Use analytical skills and operational insight to influence performance and support continuous improvement.

#WeAreHMLR

At HM Land Registry our vision is a world leading property market as part of a thriving economy and a sustainable future. We are unique in terms of the economic and social impacts of our work, our ability to make a positive difference to the lives of our customers, our sense of mission, and our great people. They are the foundation of all we have achieved and all we aspire to in the future. We want our people to feel proud to work for HM Land Registry and able to fulfil their full potential.

We have a strong and positive culture, a commitment to inclusivity, an emphasis on continuous learning and development, and flexible ways of working. We offer competitive pay and annual leave, attractive pension options and a wide range of other benefits.

• We have integrity– we value honesty, trust and doing the right thing in the right way.
• We drive innovation– we are forward-thinking, embrace change and are continually improving our processes.
• We are professional– we value and grow our knowledge and professional expertise.
• We give assurance– we guarantee our services and provide confidence to the property market.

Please click here for further information on our rewards package: