Job Description

Wheatley Solutions

Job title:

Resource and Capacity Planner

Salary:

SCP 27-30 (35,403 - 39,191) per annum

Contract:

Temp until 31st March 2026

Work pattern:

5 over 7

Location:

Lipton House


Do you want to work with a values-driven organisation that makes a difference to people's lives? Come and join Wheatley Group as a Resource and Capacity Planner.

About the role

The role has a focus on ensuring the right people are in the right place at the right time to deliver an outstanding customer experience. You'll take ownership of forecasting demand across multiple channels, creating accurate schedules, and managing real-time performance to keep service levels on track.


Using workforce management tools such as Calabrio and data-driven insights, you'll optimise resources, identify trends, and recommend improvements that balance customer needs, colleague wellbeing, and business priorities.


You'll also play a key role in scenario planning, supporting recruitment decisions, and adapting to unexpected changes in demand. This is a fast-paced, dynamic role where your planning expertise will directly influence customer satisfaction, operational efficiency, and the overall success of our Customer First Centre.

Who are we looking for?

The ideal candidate will have proven experience in contact centre resource planning, including forecasting, scheduling, and intraday management. You'll be confident using workforce management toolsexperience with Calabrio is highly desirableand interpreting data to drive performance improvements.


Strong analytical skills, attention to detail, and the ability to adapt quickly to changing priorities are essential. You'll also be an excellent communicator who can work collaboratively with stakeholders and influence decisions. A proactive, customer-focused mindset and a passion for continuous improvement will help you thrive in this role. If you're looking to make a real impact in a values-driven organisation and develop your expertise in resource planning, we'd love to hear from you.

The benefits we offer

We offer a sector-leading benefits package.


The successful candidate will receive:

a rewarding career with a competitive salary; access to a contributory pension scheme; excellent leave entitlements; enhanced maternity, paternity, adoption and shared parental leave; contributions towards dental, optical, driving lessons and more; access to staff inclusion networks promoting an inclusive workplace; and 24/7 access to our employee assistance programme.

Committed to inclusion

At Wheatley, are always looking to improve diversity within our teams. We want to create an inclusive environment where everyone can contribute their best work and achieve their full potential.


We actively celebrate our individual differences and recognise the collective strength this brings our organisation. It's important our teams represent the communities we serve, and we welcome applications from any under-represented groups.

Closing date:

5pm on Friday 5th September 2025


For a detailed role profile and to apply, please see below


For a chat about the role, please contact Michael Armstrong, Head of Resource, Performance and Improvement on Michael.Armstrong@Wheatley-Group.com


We want all our candidates to shine. If you need any reasonable adjustments to help you feel more comfortable during the recruitment process, please contact recruitment@wheatley-group.com