Resource Planning Manager

Location: Binley Woods

We’re building thriving communities as one of the UK’s largest housing groups and a leading developer of affordable housing.

We believe everyone is entitled to a good home they can afford, in a place they are proud to live. More than 100,000 people live in our homes.

If you want to experience work that’s truly rewarding, join us. Because when we achieve together, customers and communities thrive.

Work for Orbit. Believe in people.

The role

This interim Resource Planning Manager role will commence on or as close as possible to the 29 December 2025 and operates a hybrid working model. The current planned end date is 31 March 2026.

The Resourcing Planning Manager runs an effective Resource Planning team that provides analysis and optimisation within Orbits Customer Care Contact Centre. Ensuring effective forecasting, planning, short to long term scheduling and utilisation of resources to achieve departmental and the wider business SLA’s and meet business demands.

This role is part of our Customer directorate where you'll help us to lead the way in keeping our promise to more than 100,000 customers.

What you'll achieve

Proactively participate in internal and external stakeholder meetings and understand and interpret, statutory, regulatory requirements, that may impact delivery of service.
Responsibility and accountability for all aspects of staff and performance management. Ensuring performance, values and quality are key drivers embedded within the teams with robust performance & quality management frameworks in place, to deliver, assess and own key KPI’s, quality and performance of own role, teams and individuals work.
Take ownership of evaluating performance across the function, providing analysis, MI, and recommendations to increase efficiency, reduce cost or risk and inform operational and strategic decisions.
Responsible for ensuring regular performance reporting including long term forecasting, planning, Utilisation, Shrinkage and budgets is available to the Head of Customer Care.
Be curious, initiate `what if’ scenario planning analysis / evaluations to support changing business requirements.
Undertake root cause analysis where service issues arise, make recommendations to stakeholders to mitigate future reoccurrence.
Analyse variances in actual v’s forecast performance. Build learning into re-forecasting and share findings to drive performance improvements and KPI/SLA achievement.
Deliver an effective, customer driven Resource Planning Team and ensure that all Resource Planning is appropriate to meet the needs of all client groups.
Take ownership of the Headcount model and supporting recruitment requirements. Using effective methods for short and long-term forecasting to ensure the right staffing levels are put in place.
To be primary point of contact where Workforce Management support is needed.

What you'll bring

Essential skills

Knowledge of the key principles of Resource Planning methodologies in a complex environment
Experience in workforce planning and optimisation in front and back-office operations
Advanced Microsoft Applications and Excel capabilities
Experience in presenting and analysing data and business information to teams and management
Ability to analyse and interpret complex information to deliver workable service improvements
Working knowledge of telephony applications and workforce management systems

Experience of a planning/analytical role within a call centre environment.
A flexible approach to working hours
Willing and able to work shifts between the hours of 8am to 8pm should it be required.

Why Orbit?

Choosing us means being rewarded in every sense.

Here’s what you can expect to enjoy with us.

A rewarding experience that works for you

We strive to create an inclusive experience with benefits and wellbeing programmes designed to help you, and your loved ones, to thrive.  For a better work life balance, we offer flexible working opportunities for many roles.

A place to progress

From training programmes to professional qualifications, we provide opportunities to learn and develop at every stage of your career. Whether you’re a student, graduate or experienced professional we’ll support you to…