Forecasting & Planning Lead

Job Description

Job Title: Forecasting & Planning LeadContract Type: PermanentSalary: £43,022 Per Annum (£47,550 is achieved after 12 months successful performance in the role) Per AnnumWorking Hours: 35 hours per week  Working Pattern: Monday to Friday, HybridLocation: Speke, LiverpoolIf you share our values and are excited about making a significant impact at Riverside, please ensure you attach a current CV and covering letter. At Riverside we recruit to potential not just on skills and experience, so we encourage you to apply even if you don't meet all the essential criteria on the job description. 
Please note that whilst we will accept applications on the basis of any form of valid legal permission to work in the UK, we will be surrendering the Riverside Sponsorship licence, so for the avoidance of doubt, we are unable to apply for any further sponsorships whether on behalf of existing colleagues or candidates. The difference you will make as a Forecasting & Planning Lead
The Forecasting & Planning Lead is responsible for producing accurate, data-driven demand forecasts that enable both our Customer Service Centre and Group Complaints teams to resource effectively and deliver agreed service outcomes. The role analyses historical trends, business drivers and planned changes to predict future workload across all channels, translating insight into clear forecasts that inform capacity planning, scheduling and strategic decision making. Working closely with operational, planning, and leadership teams, this role ensures resource plans are aligned to customer demand, operational budget, and organisational priorities, supporting a cost-effective, resilient, compliant and high-performing team.About you 
We are looking for someone with:
• Demonstrable experience in a contact centre and complaints forecasting, capacity planning or resource planning role, with responsibility for producing demand forecasts that inform local and strategic resourcing decisions.
• Strong understanding of contact centre and complaints operating environments, including demand drivers, casework complexity, and service performance.
• Experience forecasting demand across multiple channels (telephony, digital, complaints, and other back-office work).

Why Riverside? 
At Riverside, we’re a housing association with a difference – enhancing the everyday for all our customers. For 90 years, we’ve been revitalising neighbourhoods and supporting communities by providing the homes they need to live full, fulfilling and rewarding lives.  
We have a portfolio of over 75,000 affordable residential and retirement homes across the UK. Our work ranges from homelessness services to social care, employment support to retirement living, and we need the best people on board to help us. 
Working with us, you’ll enjoy: 
• Competitive pay & generous pension  
• 28 days holidays plus bank holidays 
• Flexible working options available 
• Investment in your learning, personal development and technology 
• A wide range of benefits Diversity and Inclusion at Riverside:  
We are inclusive. At Riverside, we value diversity in all its forms. We foster a workplace where all individuals are respected, empowered, and heard. Our commitment to inclusivity drives our success and enriches the lives of our customers and colleagues.  
is a Disability Confident Employer and operates a Guaranteed Interview Scheme for any applicant who declares they have a disability. If the applicant meets the minimum requirements for the role (as set out in the role profile and/or person specification) they will be guaranteed an interview. Applications may close before the deadline, so please apply early to be considered.  

Role Profile  Forecasting & Demand Modelling
• Produce accurate short, medium, and long-term demand forecasts using available data and agreed planning assumptions.
• Develop and maintain forecasting models and demand profiles, ensuring outputs are robust and repeatable.
• Analyse historical contact and complaints data to identify trends, seasonality, volatility and emerging demand drivers across all channels.
• Identify risks to service delivery, compliance or complaint backlogs where forecast demand exceeds planned capacity.
• Forecast complaints volumes and casework demand, taking account of complexity, ageing, regulatory timescales and service standards.Capacity & Strategic Planning
• Support planning teams by providing forecast updates and insight to inform short-term and intraday planning activity
• Monitor complaints trends and drivers, highlight emerging risks or sustained increases in demand for operational and leadership teams
• Support scenario modeling to assess the impact of demand spikes, policy changes or service failures on complaints volumes and resourcing
• Translate demand forecasts into capacity requirements to support staffing plans, scheduling and recruitment decisionsStakeholder Engagement & Leadership
• Work closely with contact centre operations, complaints, and resource planners to understand upcoming changes and incorporate them into forecasts.
• Provide analytical support to service improvement, transformation or operating model reviews by supplying forecast insight and scenario analysis.
• Produce clear forecast reports and commentaries that explain assumptions, risks and impacts for operational managers and senior stakeholders.
• Present forecast outputs to support decision-making, including prioritization and mitigating options.Data, Systems & Process Excellence
• Ensure data used for forecasting is accurate, consistent, and appropriately governed, highlighting data gaps or quality issues.
• Maintain documentation of forecasting methodologies, assumptions and changes to support transparency and auditability.
• Apply informed judgement where data is incomplete, documenting assumptions and limitations clearly.
• Review forecast accuracy and variances against actual performance, feeding learning back into future forecasting cycles.

Person specification Knowledge, Skills and Experience Essential 
• Demonstrable experience in a contact centre and complaints forecasting, capacity planning or resource planning role, with responsibility for producing demand forecasts that inform local and strategic resourcing decisions.
•  Strong understanding of contact centre and complaints operating environments, including demand drivers, casework complexity, and service performance.
• Experience forecasting demand across multiple channels (telephony, digital, complaints, and other back-office work).
• Experience analysing historical data, trends, seasonality and business change to produce short, medium, and long-term forecasts.
• Advanced analytical and numerical skills, with the ability to build, maintain, and explain forecasting demand models.
• Ability to interpret large and complex data sets, identify patterns, risks and issues, and assess the impact on service performance and resourcing.
• Experienced in producing clear forecast commentary, assumptions and scenarios to support capacity planning, intraday planning and scheduling decisions.
• Strong attention to detail, ensuring data integrity, accuracy and consistency across forecasts and reports.
• Ability to communicate complex data and forecasting concepts clearly to non-technical audiences, including operational managers and senior stakeholders.
• Confident working collaboratively with planning, operations, and leadership teams to influence decisions to improve service outcomes.
• Ability to provide clear, evidence-based insight and challenge assumptions where forecasts indicate risk to performance or delivery.
• Self-motivated and proactive, able to manage competing priorities and work independently to meet planning and reporting deadlines.
• Comfortable working in a fast-paced, changing environment where demand can be volatile and priorities shift frequently.
• High levels of integrity and discretion, with the ability to handle sensitive operational and workforce data confidentially.
• Flexible approach to working hours to support operational requirements where required.
• Experience of working within the Social Housing sector or similar regulated industry.
• Advanced knowledge of Microsoft Excel or similar analytical software.Desirable 
• Experience working with Calabrio WFM solution or other similar products.
• Familiarity with 8x8 CCaaS solution or other similar contact centre solutions.
• Working knowledge of Salesforce CRM or similar products relating to case management and back-office working.