Job Description

Are you analytical, curious, and interested in how people, data, and customer demand come together in a contact centre?
We're a newly established and growing contact centre, and we're looking for a Resource Planner to support our Sales and Customer Service teams. This is a great first step into a more senior role if you have planning or Realtime experience, offering hands-on exposure to forecasting, scheduling, and real-time performance in a fast-paced environment.
You'll work closely with Head of Contact Centre Operations and Operations Managers to help ensure we have the right people in place to meet customer demand, while developing core planning skills and commercial awareness of yourself and Realtime analyst.
What you'll do

• Support the creation and maintenance of schedules that help meet sales and service targets
• Assist with forecasting and weekly resource planning using workforce management tools
• Help analyse call volumes, call handling times, abandoned calls, SLA performance, and other key metrics
• Monitor intraday and short-term performance, flagging issues and opportunities to improve efficiency
• Support the effective use of part-time and seasonal colleagues
• Help produce regular reports, dashboards, and ad-hoc analysis for stakeholders
• Assist with scenario planning for demand spikes, peak periods, and short-notice changes
• Work with Sales, Customer Service, HR, and other teams to understand staffing needs and constraints
• Contribute ideas and insights that improve performance and customer experience
• Learn and support real-time resource management activities

What we're looking for

• Strong analytical skills and confidence working with numbers and data
• Good attention to detail and a logical, problem-solving mindset
• Comfortable using Excel or similar tools (training provided on systems)
• Clear communication skills and the ability to work with different teams
• An interest in contact centre operations, planning, or analytics
• Experience in a contact centre or operational environment is helpful but not essential

Why join us?

• Be part of a growing contact centre from an early stage
• A clear entry point into Resource Planning with learning and development support
• Exposure to forecasting, scheduling, and real-time performance
• Opportunities to grow your skills and progress as the business expands
• A collaborative, supportive team environment

Why join us?
You'll play a crucial role in shaping the efficiency and performance of our customer-facing operations. If you're driven by data, thrive in a fast-moving environment, and love building systems that make a measurable impact, this is the role for you.
Company Information
Certas Energy is the leading independent distributor of fuels and lubricants in the UK.
With a national network of over 130 depots, over 900 tankers, more than 80 retail forecourts, fuel cards usable at over 2,000 sites, it is our 2,300 colleagues who keep our business moving each day.
Our team is an essential part of the robust infrastructure that consistently and dependably delivers billions of litres of high-quality fuel and associated services to homes and businesses all over the UK each year.
We're proud of our range of innovative fuel supply and management services and are committed to provide industry leading solutions in liquid fuels, as the worlds energy mix evolves towards a zero emissions future. From the option to offset carbon emissions with each fuel order, to providing cleaner burning fuels that lower harmful emission of PM and NOx, Certas Energy strive to make our energy expertise count for all our customers.
We have a strong culture of safety and compliance principles, driven by our dedicated Safety F1rst and Doing the Right Thing Initiatives. This, teamed with our many programmes of learning, development and talent nurture, means that we can support our colleagues to grow and thrive within a fast-paced working environment. This is fundamental to good business performance, and integral to our long-term business success.
Equal Opportunities Statement
We are committed to creating a diverse and inclusive workplace where everyone feels valued, respected, and supported. We welcome applications from candidates who meet the minimum required job role criteria, regardless of age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex, or sexual orientation.
We actively promote equal opportunities and are dedicated to ensuring that our recruitment, selection, training, and promotion decisions are made based on qualifications, and experience only.
If you require any reasonable adjustments to support your application or to attend an interview, if shortlisted, please let us know and we will be happy to assist.
For further information please email

Skills Required