Long-Range Planner

As part of the Workforce Planning team, the Long Range Planner is responsible for supporting the effective planning and forecasting of customer contact operations. The role develops accurate forecasts and resource plans to ensure customer demand can be met efficiently across all contact channels whilst supporting operational performance targets.

Working closely with Operational, Training and Finance teams, you will help balance business requirements with colleagues' availability, development and leave needs. You will also monitor performance, identify opportunities for improvement and contribute to the continuous development of workforce planning processes.

The role requires flexibility to support business requirements, including participation in an on-call rota and weekend working, ensuring appropriate operational support is available when required.

• Produce long-range forecasts using historical information and relevant internal and external factors to predict future customer contact demand.

• Develop and communicate staffing plans that provide the right number of appropriate resources across all customer contact channels.

• Manage planned leave levels and consider resource requirements when preparing workforce plans.

• Monitor the effectiveness of forecasts and schedules using measures such as service levels and customer satisfaction.

• Review performance against plan, identify the reasons for any differences and recommend practical improvements.

• Work with the Training team to schedule training, testing and future new starter inductions.

• Plan resources for scheduled and short-notice campaigns across all customer contact channels.

• Use customer contact and workforce management systems effectively, including Zendesk.

• Report and communicate events that may affect service level agreements.

• Enter Commercial timesheet information into SAP and E-Connection. Investigate discrepancies and ensure workforce information is accurately maintained.

• Process agency timesheets.

• Support the preparation of monthly information for the Finance team, with appropriate supervision.

• Deliver agreed key performance indicators and contribute to workforce planning projects and improvement activities.

• Participate in an on-call rota and provide operational planning support outside normal working hours when required.

• Undertake weekend working on a rota basis to support business continuity and operational requirements.

Qualifications and Experience

Essential

• Experience in workforce planning, resource planning, forecasting, scheduling or a comparable analytical role.

• Ability to interpret historical data and use it to create clear, practical forecasts.

• Strong numerical, analytical and problem-solving skills.

• Good attention to detail, particularly when checking schedules, timesheets and management information.

• Ability to monitor performance measures and explain differences between forecast and actual results.

• Confident written and verbal communication skills.

• Ability to collaborate effectively with Operational, Training and Finance colleagues.

• Good organisational skills, with the ability to manage planned activity and respond appropriately to changing priorities.

• Competence in Microsoft Office applications, particularly Excel.

• Understanding of customer contact operations and service level measures.

• Ability to work flexibly, including participation in an on-call rota and weekend working.

Desirable

• Knowledge of Zendesk or other workforce management platforms.

• Familiarity with SAP, E-Connection or similar systems.

• Previous experience within a multi-skilled, multi-channel customer contact environment.

• Experience processing and validating employee and agency timesheets.

Person Specification

• Takes a logical and evidence-based approach to planning.

• Communicates complex information clearly and simply.

• Works accurately and takes responsibility for the quality of their work.

• Builds constructive working relationships across different teams.

• Remains organised when priorities or customer demand change.

• Looks for practical ways to improve plans, processes and outcomes.

• Treats colleagues fairly and considers both operational requirements and employee needs when making recommendations.

• Demonstrates resilience, adaptability and a positive approach to change.

Working Pattern

This role requires flexibility to support operational requirements and includes participation in an on-call rota and weekend working on a rota basis.

If you are interested in applying, please submit your application online by Monday 19th October 2026.

We reserve the right to close this vacancy early if we receive sufficient applications. Therefore, we encourage you to apply as soon as possible.

Please Note: From 1 January 2021, non-British and non-Irish nationals who do not already hold a UK immigration status will be required to obtain a visa in order to be able to work in the UK. Before applying for this role, please ensure that you are permitted to apply. 
For further information, please visit the UK Visa and Immigration Website.