Workforce Planner

• Join an award winning business and an expanding department


• The opportunity to make real change within a customer focussed team with NFU Mutual


• Hybrid working options with up to 80% homeworking and 20% in our Glasgow office

We have an exciting opportunity for an experienced Workforce or Resource Planner to join the team in Glasgow city centre in a contact centre environment. The main responsibilities involve analysing data and creating reports to ensure excellent service through smart planning and resource management. This includes responding to service challenges promptly and providing useful business insights to meet customer needs and business goals.

In addition to the above you’ll be able to deliver accurate and reliable forecasts that enable leaders to make well informed decisions, achieve business targets and agreed service level standards. A key element of this role is to interrogate data using specialist applications and modelling to identify gaps and early warning signs, making recommendations to boost productivity and efficiency within the contact centre.

You’ll be able to develop, control and distribute resourcing and management information, reports and dashboards that meet business requirements within given timescales as well as evaluate work schedules and recommend future working patterns that are aligned to customer demand by influencing and engaging operational managers and marketing teams to understand their needs and drive the delivery of agreed SLA’s.

You’ll bring your knowledge and experience to produce and maintain intraday resourcing and performance reports for people managers to aid recruitment, holiday and training plans to the agreed standards and create and maintain relationships with stakeholders, building trust and collaboration to ensure all information produced adds value and is easily interpreted.

A robust background in resource planning within a contact centre environment is vital. You’ll be proficient in resource planning methodologies coupled to a keen ability to analyse and manipulate data effectively using Power BI, Power Automate (SQL desirable). Hands-on experience with a Workforce Management Tool is essential. Your adeptness in stakeholder engagement and clear communication, coupled with exceptional time management and attention to detail, will be pivotal in your success.

You’ll exhibit a strong track record in contact centre resource management, forecasting, and demand planning. You’ll also have:

• Critical thinking skills with a collaborative mindset


• Proven organisational skills


• Be a pragmatic and logical thinker


• Experience with NICE Workforce Management Tool is desirable

At NFU Mutual, we support an inclusive workplace and value all the differences that make us unique.  We celebrate the creativity and innovation that comes from diverse perspectives and experiences and share a common vision of doing the right thing for our customers and employees.   

We recognise that some candidates may experience barriers during  the recruitment process. So, we encourage candidates to discuss any adjustments or accommodations they need to be the best they can be throughout our recruitment process.

We're proud to be a Disability Confident Employer, a Race at Work and Women in Finance Charter signatory and welcome applications from people of all backgrounds, regardless of age, ethnicity, disability, neurodiversity, gender, religion, marital status, sexual orientation, or socioeconomic background.

When you join our team, you can expect a supportive culture and an attractive range of rewards and benefits including:   

• Salary up to £35,000 depending on experience


• Annual bonus (up to 10% of salary) 


• Contributory pension scheme, up to 20%, including your 8% contribution


• 25 days annual leave + bank holidays + buy/sell/save holiday trading scheme


• A Family Friendly policy that helps you balance your work and family responsibilities


• Access to savings at High Street brands, travel and supermarkets


• £20 contribution to a monthly gym membership – subject to T&Cs


• Health and wellbeing plan - cashback for dentist, opticians, physio and more


• Access to voluntary benefits, including health assessments, private medical insurance and dental insurance


• Employee Volunteering - volunteer in the community for one day each year


• Unlimited access to Refer a Friend £500 bonus scheme


• Life Assurance cover of 4 x salary


• Employee discounts of 15% on a range of NFU Mutual insurance policies. 

We’re one of the UK’s leading general insurance and financial services companies. For over 110 years we’ve put our customers at the heart of everything we do. Our people are just as important to us. We pride ourselves on being “a great place to work” and are one of only 57 companies across the globe, and one of only two organisations with headquarters in the UK, to receive a Gallup Exceptional Workplace 2023 award. We were also named in the LinkedIn Top 25 Companies List 2021, the Glassdoor Best Places to Work UK List 2023 and 2024, and were recognised as a certified UK Top Employer by the Top Employers Institute in 2023 and 2024.

We offer a supportive culture where we empower and inspire our people to perform, offer them opportunities to grow, and recognise and reward their contribution. Our people are proud to work for a company that respects them and their communities, and they trust us to be financially sustainable, so we are successful now and in the future.