Resource Planning Officer

• locations
• Manchester

• time type
• Full time

• posted on
• Posted Today

• job requisition id
• R7469

At AQA, we’re committed to advancing education and we’re committed to our people. As the largest provider of academic qualifications in the UK, we mark over 10 million exam papers each year and it’s our people who make this happen.

Resource Planning Officer 

Manchester 

Permanent 

Salary £24,000 - £26,500

Hybrid Working – min 2 days per office per week 

You’ll play a key part in helping AQA advance education by supporting teachers and students to reach their potential. The Resource Planning Officer role gives you the chance to use your planning skills to shape a smooth, positive experience for every customer who contacts us.

You’ll support smart, forward-thinking decisions by forecasting demand, planning capacity and ensuring the right people are in the right place at the right time. Your work helps advisers deliver a great customer experience and ensures learners of all abilities receive the support they need.

Key Responsibilities 

In this role, you'll be responsible for:

• Creating accurate forecasts across multiple contact channels.

• Building and maintaining capacity plans and adviser schedules.

• Monitoring performance in real time and supporting improvements.

What’s in It for You  

This role gives you the chance to make a real impact every day. You’ll benefit from:

• Work that directly improves customer experience.

• Opportunities to grow your planning and analytical skills.

• Join a supportive, values-driven organisation, a charity where every colleague is passionate about education and supporting teachers and learners.

• Flexible working arrangements to support work-life balance – 2 days per week in the office whilst being reflective of business need, a 35 hour working week, 25 days annual leave with additional closure in December

• A collaborative, inclusive culture that values your ideas - the opportunity to join lots of network groups (LGBTQ+, neurodiversity, disAbility, empowering women, wellbeing, ethnic diversity, parents and carers and more)

• Wellbeing programmes including private health insurance and a health care cash reward plan, subscription to Headspace, volunteering days

At AQA, we are committed to fostering a workplace that celebrates diversity and promotes equity and inclusion. We believe that a diverse team brings richer perspectives and drives better outcomes. Our ED&I strategy ensures that everyone—regardless of religion, ethnicity, gender identity or expression, age, disability, sexual orientation, or background—is valued, respected, and empowered to thrive. We actively promote inclusive language, avoid stereotypes, and strive for representation across all dimensions of diversity. We welcome applications from individuals of all backgrounds and lived experiences.

What We Are Looking For 

You’ll thrive here if you enjoy solving problems, working with data and supporting colleagues. We’re looking for:

• Experience in resource planning or workforce management

• Strong analytical and communication skills

• Confidence using Excel and workforce management tools

• Ability to adapt in a fast-paced environment

• A proactive approach and good attention to detail.

Application Process  

To apply, please submit your CV and cover letter.

Applications close on Sunday 1 March

Interviews will take place in the Manchester office so that you can see where you will be working in the week beginning 9 March 2026

All applications will receive a written response

#CRE23

Recruitment Agencies

We have a preferred supplier list (PSL) in place.

Unsolicited CVs will be treated as a gift. We will not be subject to or liable under your terms and conditions for agency fees.

Full Job Description

Summary

This role plays a critical role in ensuring the efficient and effective delivery of customer service within the contact centre and wider AQA. This position is responsible for forecasting demand across multiple contact channels, developing capacity plans, scheduling resources, and monitoring real-time performance to meet service level agreements, customer expectations driving a forward-thinking customer centric way of working.Passionate about improving the Customer Experience through smart strategic planning the Resource Planning Officer reports directly to the Resource Planning Manager. Working closely with operational teams, the role ensures resource plans are aligned with business objectives, campaign activity, and customer demand. Responsibilities include producing actionable insights through data analysis, supporting workforce management strategies, and contributing to continuous improvement initiatives.

Collaboration with the Customer Intelligence Team is key to sharing data and insights that drive smarter decisions. A core responsibility is identifying risks to service performance and recommending mitigation strategies, while ensuring compliance with working time regulations, internal policies, and industry standards.

Key Responsibilities:

Assist in developing short and long-term forecasts for call volumes, email, chat, and other contact types.

Support the creation and maintenance of capacity plans to ensure adequate staffing across all channels.

Build and manage adviser schedules using workforce management tools.

Monitor real-time performance, provide real-time performance reporting and make intraday adjustments to optimise service levels.

Produce and analyse historical data to identify trends, variances, and improvement opportunities.

Prepare and distribute weekly forecast packs detailing projected interaction volumes, staffing requirements, capacity levels, and performance expectations to internal stakeholders.

Lead weekly planning and capacity meetings with operational stakeholders, presenting forecasts on volumes, shrinkage, and performance expectations.

Support with administrative duties related to the recruitment of seasonal resource.

Collaborate with Operations and Training teams to align planning with business needs.

Produce regular reports and dashboards for internal stakeholders.

Contribute to continuous improvement initiatives within the planning function.

Skills & Experience

Experience in a resource planning or workforce management role, preferably in a contact centre.

Strong communication skills, agility, and a deep understanding of contact centre operations.

Proficiency in Excel and workforce management tools (e.g., NICE IEX, Verint, Puzzel, Genesys, Calabrio).

Strong analytical, problem-solving and time management skills.

Excellent communication and organizational skills.

Strong stakeholder engagement and presentation skills.

Ability to work in a fast-paced and dynamic environment.

Ability to work under pressure and adapt to changing priorities.

Proactive approach with good attention to detail.

Knowledge and experience of data analysis tools such as SQL or Power BI is advantageous.

Training Qualifications UK - Customer Service Team Leader

• posted on
• Posted Today

• job requisition id
• R7604

At AQA, we’re committed to advancing education and we’re committed to our people. As the largest provider of academic qualifications in the UK, we mark over 10 million exam papers each year and it’s our people who make this happen.

Job Description

​

Permanent Full-time

Location: Hybrid, Sale Manchester

Reports to: Customer Service Manager

Salary: £30,000

Line management  responsibilities : Yes

Closing date: 16/02/2026

​

**Application Instructions:

Please apply directly to Training Qualifications UK – Customer Service Team Leader

Applications submitted to AQA will be referred back to the sender**

For any queries relating to this role, please contact the Training Qualifications UK directly on the following email address: recruitment@tquk.org

​

​

Overview

​​

Training Qualifications UK is the fastest-growing Awarding Organisation in the UK and a market-leading End-Point Assessment Organisation. We work with over 500 schools, colleges, universities, and training providers across the world to provide qualification certificates, endorsements, and apprenticeships to over 150,000 learners.

​

What’s the secret to our success? Simply put, we do things differently here!

​

In a non-call centre environment at TQUK, we pride ourselves on delivering exceptional customer service, building bespoke relationships, maintaining attention to detail, and embracing forward-thinking approaches. We place quality at the heart of every email, phone call, and interaction.
As a Customer Service Team Leader, you will be focused on team level support, managing escalations and formal complaints, auditing calls and emails and driving continuous improvement and best practice. Delivering world-class customer service isn’t just a goal, it’s what we do every day, and you will play a pivotal role in ensuring high standards and targets are met. Using our innovative technology, you will ensure that every customer interaction is handled with care, professionalism, and a commitment to excellence.

​

Key Responsibilities

​

• Act as frontline support for Customer Service Specialists, ensuring the team has clear targets, focus, and the support needed to thrive.
• Closely monitor service level agreements (SLAs), proactively drive performance, and take full accountability for ensuring TQUK consistently delivers outstanding service.
• Conduct regular quality assurance audits across calls, emails, and live chat interactions, including live listening sessions for real-time feedback and coaching.
• Analyse performance trends to inform audit planning, training schedules, and continuous improvement initiatives.
• Provide targeted coaching and mentoring to enhance team skills, product knowledge, and service delivery.
• Lead formal complaint investigations, ensuring responses are timely, professional, and aligned with the complaints policy.
• Monitor key performance metrics such as response times, resolution rates, QA scores, and customer satisfaction, using data to drive improvements.
• Deliver constructive feedback in regular 1:1s and team meetings to support individual and team development.
• Design and deliver tailored training plans for both new starters and existing staff, with regular refreshers to maintain high standards.
• Maintain up-to-date knowledge across key business areas to support team training and service consistency.
• Perform daily SLA and process compliance checks, and act as overflow support for SLA management when required.
• Take ownership of team targets, reporting, and role modelling high standards of professionalism and service.
• Support the Customer Service Manager with additional data analysis, reporting, and project-based tasks as needed.

​

​

Other Responsibilities

​​

• Provide support to the wider team during periods of sickness, annual leave, and peak seasons to maintain service continuity.
• Assist Customer Service Officers with day-to-day tasks as needed, ensuring consistent performance during high-demand periods.
• Produce ad hoc reports and data insights for the Customer Service Manager and Head of Operational Services to support decision-making and performance monitoring

​

Key Requirements

​

• Minimum 2 years’ experience in a similar role, with a proven track record of performance and leadership.
• Proven experience managing a team of three or more, including regular one-to-ones and team meetings.
• Experience supporting or leading change initiatives, with a focus on service excellence and innovation.
• Experience in quality assurance processes, including call/email audits and complaint handling.
• Ability to inspire and motivate team members, fostering a positive and high-performing team culture.
• Skilled in delivering constructive feedback and conducting effective performance conversations.
• Adaptable and proactive in a fast-paced, evolving environment, with strong problem-solving skills.
• Demonstrates consistent role model behaviour aligned with TQUK values and professional standards.
• Strong team player who promotes collaboration, accountability, and shared success.
• Highly organised, with excellent time management and the ability to prioritise under pressure.
• Excellent verbal and written communication skills across multiple channels (e.g., phone, email, live chat).
• High attention to detail, particularly in written communication, spelling, and grammar.
• Comfortable working in a regulated environment, with a strong focus on compliance and continuous improvement.
• Confident working to standard operating procedures and ensuring team adherence.
• Competent in using data and performance metrics to drive decisions and improve service delivery.
• Ability to manage escalations professionally and resolve issues with a customer-first mindset.
• Comfortable using CRM systems, reporting tools, and digital platforms to monitor and improve performance.

​

​

​Key Characteristics

​

​

​Here are just a few of the essential soft skills you will need to successfully join our team:

​

• Strong leadership and team management skills.
• Excellent communication and interpersonal abilities.
• Proficiency in customer service software, CRM systems, and Microsoft Office Suite.
• Analytical thinking and problem-solving skills
• Adaptability and flexibility to changing priorities and challenges.
• Genuine understanding and empathy towards team members and customers, tailoring interactions to address unique needs and concerns.
• Efficient time management

Key Benefits​

​

• ​Training, Qualifications & Apprenticeships. It’s what we do!
• Company sick pay upon completion of probation.
• 25 days annual leave plus 8 days Bank Holiday (33 in total)
• Additional annual leave day each year, after 2 years of continuous service (up to 28 days)
• An extra day off to celebrate your birthday
• Annual Loyalty Bonus
• Annual salary review
• Bupa Healthcare benefits
• Employee Assistance Programme (EAP)
• NEST pension
• Cycle to work scheme
• A positive and supportive working environment
• Comprehensive onboarding
• A workplace that supports a healthy work/life balance.

​

*We are an equal opportunities employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. Should you require any additional support during the recruitment process due to a disability, please contact us so we can assist you.*

Recruitment Agencies

We have a preferred supplier list (PSL) in place.

Unsolicited CVs will be treated as a gift. We will not be subject to or liable under your terms and conditions for agency fees.

Full Job Description

Summary

opportunities@aqa.org.uk

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Training Qualifications UK - Operational Executive

• posted on
• Posted Today

• job requisition id
• R7606

At AQA, we’re committed to advancing education and we’re committed to our people. As the largest provider of academic qualifications in the UK, we mark over 10 million exam papers each year and it’s our people who make this happen.

Operational Executive

Temporary

FULL TIME 12 MONTHS FIXED TERM

Salary: £27500 – £29125 (plus cost of living pay increase from April 2026) subject to qualifications and experience

Closing date for applications:  Tuesday 24 February 2026

**Application Instructions:

Please apply directly to Training Qualifications UK – Operational Executive 

Applications submitted to AQA will be referred back to the sender**

For any queries relating to this role, please contact the Training Qualifications UK directly on the following email address: recruitment@tquk.org

AlphaPlus has secured a contract for assessment development and delivery for a major UK regulator and is now seeking a self-motivated individual with highly efficient administrative and organisational skills to join the project delivery team as operational executive. They will be responsible for first line candidate support, providing candidates with a consistent point of contact, and including contribution to developing policies for reasonable adjustments and special considerations, and managing complaints and appeals. They will also be required to deputise for the operational manager.

The operational executive will be expected to work 06:00 am-2:00 pm during peak exam periods, though normal office hours are available outside of peak periods. The position is full-time, working 37.5 hours per week Monday to Friday and will primarily be remote due to the hours, with a requirement to attend the Manchester office once every fortnight.

Candidates must possess:

• A high standard of presentation and communication skills

• Good numeracy skills

• A high level of attention to detail and accuracy

• Good GCSEs in maths and English or equivalent

• Good GCE A levels or equivalent

• Second class honour or above (essential) in a relevant degree (desirable) or equivalent relevant experience

• Demonstrably high standard of computer literacy especially Microsoft Office and database systems

• Excellent proof-reading skills

• Experience working in a customer-facing role for a minimum of one year

The following would be useful but are not essential:

• Successful track record working in a role requiring extensive internal and/or external collaboration to achieve the desired outcomes

• A customer service background and/or background in accessibility/ test development

• Experience of operations

• Experience of developing policies/procedures

• Developing and working with quality control processes

Benefits include:

• NEST workplace pension scheme – tier 1

• enhanced sick pay cover

• enhanced maternity/parental leave

• 25 days paid leave plus the eight statutory bank holidays

• commitment to developing the expertise of our employees.

We are an inclusive employer. Job share/other flexible working arrangements may be considered for the right candidate(s). Any such preferences should be indicated at the early application stage and can be discussed further at interview. The exact allocation of office-based days is decided by the appointee’s manager, although flexibility remains our policy and approach.

If you would like an informal discussion about the role, please contact Sundus Ahmad, sundus.ahmad@alphaplus.co.uk, who will arrange a convenient time to speak with you.

We expect to invite shortlisted candidates to an assessment and interview in the week commencing 9 March 2026.

By submitting an application to AlphaPlus you indicate that you agree to the terms of our recruitment privacy notice and the AlphaPlus privacy policy published on our website.

Recruitment Agencies

We have a preferred supplier list (PSL) in place.

Unsolicited CVs will be treated as a gift. We will not be subject to or liable under your terms and conditions for agency fees.

Full Job Description

Summary

opportunities@aqa.org.uk

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Training Qualifications UK -Assessment Developer (Production)

• posted on
• Posted Today

• job requisition id
• R7605

At AQA, we’re committed to advancing education and we’re committed to our people. As the largest provider of academic qualifications in the UK, we mark over 10 million exam papers each year and it’s our people who make this happen.

​Permanent Full-time

Location: Remote, UK

Reports to: Assessment Developer Lead / Assessment Manager 

Salary: £30,000 - £36,000 - Dependent On Experience

Line management responsibilities: No 

Closing date: 20/02/2026

​

**Application Instructions:

Please apply directly to Training Qualifications UK – Assessment Developer (Production)

Applications submitted to AQA will be referred back to the sender**

For any queries relating to this role, please contact the Training Qualifications UK directly on the following email address: recruitment@tquk.org

​

Overview

​

Training Qualifications UK is the fastest-growing Awarding Organisation in the UK, and a market leading End-Point Assessment Organisation. We work with over 500 schools, colleges, universities, and training providers across the world to provide qualification certificates, endorsements, and apprenticeships to over 150,000 learners.

​

What’s the secret to our success? Simply put, we do things differently here!

​

The Assessment Developer is a key role in ensuring the above. As an Assessment Developer you will be responsible for the production and ongoing maintenance of a range of assessment materials. Utilising your assessment knowledge and working with internal and external stakeholders, you will produce assessments that are valid, reliable, accessible and high quality. Additionally, you will support the Assessment Developer Lead / Assessment Manager in overseeing the ongoing development of assessment processes and strategies, ensuring compliance and quality. 
 

​

Key Responsibilities

​

• Lead on the production of assessments for regulated qualifications and non-regulated qualifications.
• Contribute to the implementation of new assessment constructs and assessment strategies into assessment production.
• Collaborate with other areas of the business, in particular the Assessment Design Team, the Qualifications Development Team and the Standards and Verification teams to ensure that assessment developments are in line with requirements of qualifications and delivered on time.
• Recruit, build and maintain a network of external subject matter experts, minimising costs for assessment production and assessment deployment.
• Communicate professionally and clearly with subject matter experts who assist with the writing, reviewing, editing and progression of assessment papers and mark schemes, project managing with ease.
• Use technology to ensure excellent communication of information and materials to external subject matter experts and other assessment stakeholders.
• Ensure TQUK meets all regulatory requirements in the design, development and delivery of assessments.
• Support the teams working on assessment scheduling, moderation / results release and requests for reasonable adjustments / special considerations.
• Support the delivery of assessment by liaising with external subject matter experts, centres and training providers.
• Support with the day-to-day operational functions of the wider Product Development Team, where required.

​

​

Other Responsibilities

​

• Develop and maintain an understanding of TQUK internal processes and of the wider educational landscape.
• Contribute to periodic reviews and updates to our internal processes.
• Maintain in-depth knowledge of TQUK products and services.
• Manage data by maintaining version controls and using the Assessment Production Team file structures.

​

​

Key Requirements

​

• Excellent verbal and written communication skills.
• Excellent project management skills.
• Excellent proofreading skills.
• Excellent attention to detail.
• Ability to organise and prioritise across different assessment types, levels and subjects.
• Be highly organised and efficient: someone who completes tasks that they start
• Be confident in owning a process / project and managing your own time to meet deadlines
• Be prepared to work in a regulated environment with constant regard to requirements placed upon us by external regulators and TQUK processes and procedures
• Have a home office area and be confident working in a fully remote environment.

​

​

Key Characteristics

​

Here are just a few of the essential softer skills you will need to successfully join our team:

• Be confident and ambitious with a ‘can do, will do’ attitude.
• Be willing to learn.
• Be motivated, enthusiastic and able to work on your own initiative.
• Be able to have fun.
• Work well with others, including taking part in the buddy system and helping new starters.
• Remain positive and resilient while engaging in quality reviews and feedback processes.
• Cover business-critical projects during staff annual leave and absences.
• Be proactive and always thinking a step ahead.
• Take ownership of a task and see it through to completion.
• Be able to keep an eye on the ‘bigger picture’ and appreciate where your role fits into the business.

​

​For further requirements of the role, please refer to the person specification.

​

​

​

Key Benefits

​

• Training, Qualifications & Apprenticeships. It’s what we do!
• Company sick pay upon completion of probation.
• 25 days annual leave plus 8 days Bank Holiday (33 in total).
• Additional annual leave day each year, after 2 years of continuous service (up to 28 days).
• An extra day off to celebrate your birthday.
• Annual Loyalty Bonus.
• Annual salary review.
• Bupa healthcare benefits.
• Employee Assistance Programme (EAP)
• NEST pension.
• Cycle-to-work scheme.
• A positive and supportive working environment.
• Comprehensive onboarding.
• A workplace that supports a healthy work/life balance.

​

Please see the Person Specification for this role here.

​

​

*We are an equal opportunities employer. We celebrate diversity and are committed to cr

Recruitment Agencies

We have a preferred supplier list (PSL) in place.

Unsolicited CVs will be treated as a gift. We will not be subject to or liable under your terms and conditions for agency fees.

Full Job Description

Summary

opportunities@aqa.org.uk

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