Sureserve provide market leading compliance and energy services across the UK, with close to 4000 employees working from over 20 offices.

Sureserve is a trusted partner for housing associations, local authorities, and residents, delivering high-quality compliance and energy services. Our focus on energy efficiency, safe and compliant homes, and enhanced quality of life makes us a leader in the industry. With nationwide reach, regional expertise, and a commitment to excellent service, we are well-positioned to support our clients now and in the future

Role Overview:
This is an exciting time to join our newly created Contact Centre as we build a modern, customer‑focused service for social landlords, local authorities, and the residents they support. As our Resource Planner, you will play a pivotal role in shaping how our operation performs from day one.

You will be responsible for building, maintaining, and optimising workforce plans to ensure the right people are in the right place at the right time. This includes forecasting contact volumes, designing staff rotas, managing service performance, and working closely with operational leaders to maintain a consistently high customer experience.

As one of the early members of the team, you will have the opportunity to influence processes, implement best‑practice planning methodologies, and contribute to the creation of an efficient, data‑driven Contact Centre operation. This role is ideal for someone who enjoys analytical work, problem‑solving, and helping shape services that make a meaningful impact on communities.

Closing date for applications is Monday 9th March!

Key Responsibilities:

• Create, manage, maintain, and update the Contact Centre forecasts and dashboards

• Develop and manage in-house resource plans to meet operational plans

• Lead planning meetings to review forecast vs actuals and adjust plans accordingly

• Act as the Workforce Management tool owner and subject matter expert, ensuring it is optimised, maintained and fully leveraged to improve adherence, adapting configurations to reflect changes in the Contact Centre operations

• Build strong relationships with all the regional operational teams forecasting through regular review meetings to identify trends, anomalies, and improve accuracy

• Own the creation of accurate and detailed forecast models which can be broken down hourly/daily/weekly to ensure effective resource utilisation of FTE to meet demand profiles

Skills & Experience

It is essential that candidates have demonstrable experience in capacity planning, forecasting and data modelling with advanced abilities with Excel and the ability to manipulate large datasets to create bespoke plans and models from concept to delivery (build from scratch). Your experience will ideally contain contact centre operations.

• Proven experience in forecasting, resource planning, or workforce management within a customer service environment

• Experience shaping and developing a Contact Center environment and building and influencing our customer service function

• Proficiency in Workforce Management tools and reporting systems

• Excellent communication and stakeholder management skills

• People first and customer centric mindset and approach

• Proficiency in Microsoft Excel, Word, and PowerPoint along with a proven ability to learn new software programs

• Excellent verbal and written communication skills

• Ability to manage multiple projects and initiatives in a dynamic, change-oriented environments

What we offer?

We offer a range of benefits designed to support your lifestyle whilst working for Sureserve and outside of work, some of these include:

• £32,000-£38,000 depending on experience

• Contributory pension scheme

• Life assurance

• 20 days + Bank holidays (service based increasing holiday scheme)

• Enhanced maternity, paternity, adoption leave and other family friendly policies

• Sureserve Benefits Hub, accessing over 1000 retail discounts

• Virtual GP service, available for employees and immediate family

• Employee Assistance Programme (EAP)

• Bike2Work Scheme

• EV Car Scheme

• Employee engagement events and “Employee Voice” programmes

• Strong opportunities for career growth and development

• “Sureserve Legends” – celebrating the fantastic ways in which our employees live our values

Committed to Diversity & Inclusion

Sureserve is an equal opportunities employer, dedicated to nurturing a diverse and inclusive work environment. We are committed to equal employment opportunity regardless of race, colour, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, or Veteran status. We are committed to developing talent at all levels, ensuring equality, diversity, and inclusion in the way we work and in the communities in which we work, and making sure that every one of our people, clients and customers has the opportunity and support to fulfil their professional and personal potential.

Reasonable Adjustments

As part of our commitment to inclusivity, we offer reasonable adjustments throughout the recruitment process for individuals that may require them. If you feel you need any adjustments please contact scnw.careers@sureserve.co.uk.

Pre Employment Checks

Successful applicants will be subject to eligibility checks with a 3rd party, including right to work in the UK and DBS background checks.