Demand Forecasting Manager

Overview

Demand Forecasting Manager

Lead with insight. Coach with care. Deliver with purpose.

If you love turning data into decisions and helping people grow while you do it, this is your next move. As our Demand Forecasting Manager, you’ll lead and develop a talented team—guiding them through the “what ifs”, spotting trends early and shaping practical, value‑for‑money plans so customers get answers faster. You’ll collaborate across Planning & Insight, Customer Connect and Casework Operations, play your PART every day (Purpose, Ambition, Respect, Trust), and bring the capability to apply a variety of forecasting methodologies to model scenarios in a dynamic environment.

Contract: Permanent

Working hours: 35 hours per week, Full-time.

Salary: £75,850pa (London) and £70,000 (Coventry)

Reporting to: Head of Forecasting & Planning

Location: London Docklands or Coventry

The Financial Ombudsman Service has been resolving customer complaints since 2001. Our service is free for consumers to use and over 1 million people contact us every year.

The last few years have seen the Financial Ombudsman Service embark on an organisation-wide transformation journey. With the customer at the heart of everything we do, we have already delivered significant improvements in the service we offer and 2026 will see us continue with our ambitious transformation agenda.

As demands upon us have grown ever more complex, we now need a far stronger centralised operational, planning and insight function. To be effective, efficient and deliver excellent customer service, we need to be able to respond to the data we receive translating incoming casework volumes and wider industry insight into robust forecasts of future demand, enabling us to then make proactive interventions to be able to meet our strategic objectives.

• Using data and insight to develop and prepare demand forecasts and model a range of scenarios that will help the Service more accurately predict what we need to meet our strategic objectives
• Identification and analysis of key themes, trends, and risks that could impact demand, proposing solutions to ensure value for money to enable the delivery of business priorities and outcomes
• Ensure that there is a good understanding of your team’s priorities, processes, and performance expectations
• Provide performance and strategic business insight to drive better customer service
• Supporting senior management by analysing forecasts and management information reports, and applying problem solving skills to determine reasons for forecast or performance variance and recommended changes

• Proven leadership experience in developing team capability and fostering engagement across diverse, multi-site groups. Skilled in team management, coaching, and nurturing talent, ensuring high performance and personal growth.
• Demonstrable experience in demand forecasting and delivering solutions. You will be adept at using a variety of different methodologies to model forecasts in large, dynamic environments.
• Highly proficient in managing intricate work portfolios, balancing current and emerging priorities.
• Strong analytical, statistical, and problem-solving abilities, consistently generating actionable insights from various data sources to drive change.

• Experience or knowledge of the financial services sector or a regulatory environment

We are a values led organisation. Our values define our culture, influence our decisions, and underpin our vision and strategy. They set out how we play our PART through Purpose, Ambition, Respect and Trust. You can learn more about our values here :

• Flexibility: Work your way — hybrid or in-office
• Wellbeing: Health plan, gym memberships, mental health support
• Growth: We invest in your future with courses, mentorship, promotions

Culture: Diverse. Inclusive. Collaborative. Fun.

We also offer an attractive, competitive salary and flexible benefits to suit our people. Here’s a list of some of the many benefits and perks you can get for working with us:

• 25 days holiday entitlement, with the option to buy extra or sell days
• Generous…